Why You Must Invest in Web-based Tech Support
Web-based tech support is now ubiquitous and radically improving the way customers interact with businesses. It is quick, easy, time-saving and cost-effective. If you are still contemplating getting a customer care system in place that heavily inclines towards a web base, here is a little guide for you to understand the various means of going about it, the advantages and disadvantages of the system and how to avoid the latter.
Get Thoroughly Informative Content
The first and a very crucial step towards developing a robust web-based tech support system is getting precise content in place for all the answers people may be seeking. Use your own experience in the business to put together a list of the commonest queries your customers may have and get some answers ready for the same.
Be it through dedicated web pages for specific issues or through a page of Frequently Asked Questions (FAQ), invest in content that readily resolves concerns. Look at it as an investment that lets you save countless hours in having to respond individually to each customer.
Just like the previous step of filing FAQs, this one would need you to come up with common complain points and create troubleshooting forms based on them. Make sure they are easy to understand and ask for only as much information as is necessary towards troubleshooting an issue. Too long and complicated forms are always a major turnoff for people.
Chats are an excellent replacement for phone calls. It makes it easy for consumers to make their complaints – they can contact the customer support team from anywhere at any time in situations where they cannot get on a call. And on the other side, chat also makes it easier for troubleshooting professionals to multi-task between various customers. So it’s a win-win.
Should you want to go one step ahead and install a system that is available 24*7 for your customers, a chatbot can be a good idea. Many big and mid-sized companies now have AI-based chat support for their consumers and it’s fetching them good returns on investment.
The Benefits of Web Based Customer Support
- Reduced Wait Times for Customers
Call support is ridden by a massive issue of queue times for people – this holds especially true if you have a busy stream of support queries coming in every day. Many a time, wait times are so long that many people drop the call mid-way and complain about how poor the customer service of the company is.
With web-based support, you can completely eliminate this problem. Customers can instantly get the static content on troubleshooting and write in to the chat support in case they need further assistance.
- Avoidance of Multiple Call Transfers
For companies with various departments, the necessity to transfer a call from one department to another occurs often. This results in customers having to repeat the details of their problem over and over again to various executives, not to mention the frequent technical glitches involved in transferring calls.
Online support helps get this straight by ensuring that the same set of information about a customer query is available to all and the customer only has to feed the information once.
- Better Record Keeping
An extension of the last point, form or chat-based support allows for excellent record keeping of the complainant’s data. What the customer says once about the problem is saved in real time and can be accessed any time later for aiding in the troubleshooting process. On the other hand, recording phone calls and listening to them for assistance is nowhere as efficient as accessing written data.
- Customers Can Reach You from Anywhere in the World
Making a call may not always be a possibility for everyone – people who are traveling internationally, for instance, may not have the required phone connection – or else they may be in a different time zone. Wi-Fi, however, is generally available and makes communicating through the Internet far easier and cheaper. So offering internet based tech support will be a boon for people on the go.
The Greatest Disadvantage: Data Leak Risks
Leakage of sensitive data has occurred so many times on various popular websites that people are now wary of giving in personal information on Internet forms. Making sure you have the requisite data security in place will be of considerable help here. Also, after getting the security measures, you must mention it on your form pages that you are a completely secure platform and have a strict confidentiality policy in place to safeguard users’ information.
Lack of Human Touch
Another small disadvantage of web-based tech support is that customers can feel alienated. Talking to a computer may not be a very desirable situation for many people, especially those in the older demographic. A nice way to maneuver around this problem is by personalizing emails and chat responses as far as possible for different consumer personas. Also, you could include support content in the local language to make it more relatable.
In any case, the advantages definitely outweigh the disadvantages, and web-based tech support is unavoidable, even if you continue to keep a calling system running to aid the former.
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