IDENTIFY AND EVALUATE
THE LEVEL OF PROBLEM
Customer problems of a
more technical nature can cover the entire range in terms of complexity and
ease of resolution, so it is important to immediately identify the problem and
quickly assess if it is something that can be solved with a simple solution. At
one end of the spectrum, a customer may simply need instructions on how to
recover a lost password or instructions to return a defective product for
replacement. At the top, it may be necessary to resolve an unexpected device
failure or report a technical failure that stops the software they found and
has never been seen before.
Addressing customers to
useful resources, such as video tutorials, detailed instructions, and user
forums, which provide immediate answers to common technical problems can be an excellent way to speed things up. However, it is also useful to identify the
most complex problems from the beginning so that they can be sent to the team
members with the appropriate experience to solve them.
Measure the customer's
technical level.
Using intuition and
clues from the conversation or correspondence, it is useful to try to identify
the level of technical knowledge of the client to determine the best way to
help him. For some customers, something that might seem like a simple solution
could be much more complicated if they are not technically inclined. On the
contrary, a customer with a higher level of technical knowledge can interact
more smoothly and get the solution he needs when talking to an agent who has
more specialized experience in the field.
The problems of cable
and Wi-Fi connectivity are a common example. A tech-savvy customer could
quickly find a solution with access to your company's knowledge base, while
other casual users might be nervous about looking for the restore button.
Determining the level of the technical competence of a client makes it easier to direct the response of your team in the right direction.
CHECK THE PREVIOUS
SUPPORT TICKETS
It is not unusual for
many customers with technical problems to find some of the same problems, or
even related problems, more than once. Searching for previous support tickets
registered for a particular customer can provide useful clues that can help
speed up the process, which is a good thing for everyone involved. The
aforementioned tickets may contain notes that allow you to direct customers
towards a better solution or to accelerate them to the appropriate department
to better solve their problems.
Take detailed and useful
notes on each interaction
Agents do not have to
write a book about each client, but keeping detailed notes that illuminate the problem, its unique situation, the proposed solution, and the final result can
be valuable, both to keep track of common problems and to help customers arrive
repeatedly With similar problems. Customer support software solutions such as
Zendesk, Salesforce, and Desk can facilitate the ticket tracking process and
keep customer data organized.
Get ready to scale down
the most difficult support requests
Agents acting as the first point of contact for technology-centric customer service questions should
become experts to assess the difficulty level of an application, so that they
can be ready to resize the support ticket to the appropriate Team members with
the right experience and expertise to solve the problems of the most involved
customers.
The success of the Help Desk Company
and technical support consists of facing the challenges that arise and finding
ways to make life easier for customers, quickly solving their high technology
problems. Along with various support options and the right approach for your
team, these tips will help alleviate some of the tensions that could arise from
juggling technological problems and other challenges that may arise.
Target customers towards
self-service solutions such as questions and answers, forums and videos
Cultivating a variety of
self-service options that provide solutions to common problems can be an effective way to reduce the time spent on individual support tickets. Because
many customers prefer to find an answer independently, directing them to the
right resources can save them time and energy.
The value here is to
create the best possible resources for the most common problems posed by
customers and therefore offer different formats to solve self-service problems
on request. Some clients may respond better to a guided video tutorial. Others
may respond better to the question and respond to the text or customer search
forum. Provide them with options to explore and leave the door open for further
direct assistance if needed.
Get ready to scale down
the most difficult support requests
Agents acting as the first point of contact for technology-centric customer service questions should
become experts to assess the difficulty level of an application, so that they
can be ready to resize the support ticket to the appropriate Team members with
the right experience and expertise to solve the problems of the most involved
customers.
The success of the Managed Help Desk
and technical support consists of facing the challenges that arise and finding
ways to make life easier for customers, quickly solving their high technology
problems. Along with various support options and the right approach for your
team, these tips will help alleviate some of the tensions that could arise from
juggling technological problems and other challenges that may arise.
