Customer support: Difference between revisions
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: With online chat a web visitor seeks assistance, a text chat session is started by clicking on a link on the provider's website. The customer support representative interacts with the web visitor, understands the requirements, resolves the query and closes the interaction. Alternatively, based on the requirements the customer support representative could also trigger a chat session with the web visitor. Chat support assists with language barriers as both parties involved in the chat session may be able to use an online translation service to communicate. It is also considered less intrusive than phone support.{{POV-statement|date=December 2014}} Live chat support is often used for lead generation and fulfillment, campaign management, pre-sales and post-sales enquiries, complaint registration, tech support etc. |
: With online chat a web visitor seeks assistance, a text chat session is started by clicking on a link on the provider's website. The customer support representative interacts with the web visitor, understands the requirements, resolves the query and closes the interaction. Alternatively, based on the requirements the customer support representative could also trigger a chat session with the web visitor. Chat support assists with language barriers as both parties involved in the chat session may be able to use an online translation service to communicate. It is also considered less intrusive than phone support.{{POV-statement|date=December 2014}} Live chat support is often used for lead generation and fulfillment, campaign management, pre-sales and post-sales enquiries, complaint registration, tech support etc. |
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; Email support |
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: Email is the primary means to offer web-based assistance for your customers when matters do not require an immediate answer. Low-cost, non-intrusive and anywhere-anytime access are some of the advantages of email-based communications. Trouble Ticketing System and [[Customer relationship management|CRM Applications]] help keep track of a series of follow-up correspondence with a particular customer. Services offered via email response management is claims processing, polling/media analysis, subscription services, troubleshooting, complaint registrations etc. |
: Email is the primary means to offer web-based assistance for your customers when matters do not require an immediate answer. Low-cost, non-intrusive and anywhere-anytime access are some of the advantages of email-based communications. Trouble Ticketing System and [[Customer relationship management|CRM Applications]] help keep track of a series of follow-up correspondence with a particular customer.<ref>{{cite web|url=https://www.itarian.com/ticketing-system.php|title=What is Ticketing System?|first=Ian|last=Murphy|date=November 11, 2021}}</ref> Services offered via email response management is claims processing, polling/media analysis, subscription services, troubleshooting, complaint registrations etc.<ref>{{cite web|url=https://searchcustomerexperience.techtarget.com/definition/CRM-customer-relationship-management |title=CRM Customer Relationship Management explained|first=Ian|last=Murphy|date=November 11, 2021}}</ref> |
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; Remote support |
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: Solving problems of a computer at a particular location from a computer at another location is remote support. Companies can save considerable amounts of money on logistics through remote support. IT technicians are empowered with several tools that allow them to gain access to customers’ computers at various parts of the world. They are able to gain access and repair software related problems from remote locations. The need for a technician to visit the customers’ premises is mitigated. With the movement of applications from the desktop to the cloud, newer forms of browser based remote support have developed such as [[Cobrowsing]]. |
: Solving problems of a computer at a particular location from a computer at another location is remote support. Companies can save considerable amounts of money on logistics through remote support. IT technicians are empowered with several tools that allow them to gain access to customers’ computers at various parts of the world. They are able to gain access and repair software related problems from remote locations. The need for a technician to visit the customers’ premises is mitigated. With the movement of applications from the desktop to the cloud, newer forms of browser based remote support have developed such as [[Cobrowsing]]. |
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Revision as of 11:37, 30 November 2021
Customer support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product.[1] Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support.[1]
Communication Channels
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Channels of communication that companies may offer to customers for support:
- Phone support
- Customers speak directly to customer support representatives over the phone. For inbound calls, an IVR (Integrated Voice Response) can be programmed to route captured calls in a variety of ways with the potential goal of quickest resolution of a customer’s request/problem.
- Phone Support is often used for order taking, pre-sales queries, upselling and cross-selling, troubleshooting etc.
- Outbound calls are calls made to customers from the call center to give or take information.
- Online chat
- With online chat a web visitor seeks assistance, a text chat session is started by clicking on a link on the provider's website. The customer support representative interacts with the web visitor, understands the requirements, resolves the query and closes the interaction. Alternatively, based on the requirements the customer support representative could also trigger a chat session with the web visitor. Chat support assists with language barriers as both parties involved in the chat session may be able to use an online translation service to communicate. It is also considered less intrusive than phone support.[neutrality is disputed] Live chat support is often used for lead generation and fulfillment, campaign management, pre-sales and post-sales enquiries, complaint registration, tech support etc.
- Email support
- Email is the primary means to offer web-based assistance for your customers when matters do not require an immediate answer. Low-cost, non-intrusive and anywhere-anytime access are some of the advantages of email-based communications. Trouble Ticketing System and CRM Applications help keep track of a series of follow-up correspondence with a particular customer.[2] Services offered via email response management is claims processing, polling/media analysis, subscription services, troubleshooting, complaint registrations etc.[3]
- Remote support
- Solving problems of a computer at a particular location from a computer at another location is remote support. Companies can save considerable amounts of money on logistics through remote support. IT technicians are empowered with several tools that allow them to gain access to customers’ computers at various parts of the world. They are able to gain access and repair software related problems from remote locations. The need for a technician to visit the customers’ premises is mitigated. With the movement of applications from the desktop to the cloud, newer forms of browser based remote support have developed such as Cobrowsing.
- On-site support
- On-site support is the opposite of remote support. Certain kinds of assistance cannot be rendered remotely, like, hardware related problems. repairing a TV, replacing a spare part, servicing of air conditioners etc. In some occasions, a service provider might choose to take devices or gadgets back to their warehouse for repair.
- Social media
- Since the arrival of social media platforms like Facebook & Twitter, service providers have found that many of their customers spend plenty of time on them daily. To make it convenient to customers, many service providers have set up a webcare team as support channel on their social media profiles. Customers are able to ask questions, register complaints, clarify doubts etc. by interacting with the company’s staff through these social media platforms. With millions of users now gaining access to social media, this platform has become as prominent as traditional media like phone, live chat and email.
See also
- Customer Success
- Automation
- Customer service
- Customer relationship management (CRM)
- Help desk software
- Web chat
- Professional services automation
- Run Book Automation (RBA)
- Technical support
- Webcare
- XY problem
References
- ^ a b "What is customer support? definition and meaning". BusinessDictionary.com.
- ^ Murphy, Ian (November 11, 2021). "What is Ticketing System?".
- ^ Murphy, Ian (November 11, 2021). "CRM Customer Relationship Management explained".