Providing technical support is an essential part of managing an IT-related company. Whether it’s computer hardware, software, mobile gadgets or anything in between.
Giving technical support to users takes persistence, knowledge, and extraordinary communication skills. Few tips on how you can utilize live chat for tech support while decreasing session times, client dissatisfaction and overall expenses.
Find the Problem
Ordinarily, customers will get in touch with you asking for help when they truly don’t know how to clarify the issue. All things considered, these kinds of support scenarios can be very frustrating for representatives.
To enable your customers to describe their issues sufficiently, use short basic sentences. Once you establish a timeline, keep making simple inquiries about the issue one at a time. They will enable you to navigate to the actual problem so you can enable the customer to resolve it.
Watch the Language
The last thing you need to do while giving tech support is to make the client feel insecure about his/her insights about your product or service.
Therefore, skip using jargon or technical terms until it’s totally vital. Virtually in all cases, use of simple language that is easy for the customer to understand, you will find that help sessions go much smoother and faster.
When providing customer’s support, additionally search for verbal queues he/she uses frequently during the conversation. Try to make the customer’s language your own to give better help and draw them on a more personal level.
Address All Questions
While providing customer support, he/she may have more than one query and it’s critical that you answer every last one. Never leave any query unanswered, disregarding of how unreasonable or irrelevant you think the query may be.
By any chance, if the customer makes a query that you cannot answer instantly, send a reply that you comprehend the question and are setting up the most suitable answer. If you cannot answer a question, seek for help from your team by transferring the chat to another representative or inviting an expert to join the chat.
The Power of Remote Desktop
When your company gives software or technical support, it can be problematic to help troubleshoot a few issues based solely on depictions made by the customer.
For trouble to take care of programming or PC issues, a couple of strategies are more effective than screen sharing or having the capacity to assume over the customer’s machine remotely.
Not all live chat applications bolster screen sharing, but the ones that do can help you provide world-class technical specifically from the chat console.
Avoid Multiple Sessions
After you encourage your customer or some issue has been resolved, don’t expect that you’re done with the support chat. Always quickly go through the issues again to ensure that the query has been solved.
Even after you’re sure that the issue has been resolved, ask the customer if he/she has any other issues that need to be addressed or has any extra queries. Provide all the solutions your customer needs in a single session if conceivable.