Tackling more technical side of customer service can be tricky at times. When customers need a more specific solution to a tech challenge, there’s value in knowing how to resolve the problem in the fastest, most effective way. While many of the same core principles of customer service apply, help desk and tech support often require a more specialized touch to master.
It’s worth noting that many companies roll the help desk and tech support roles together. In general, however, help desk is most frequently considered the first line of defense for handling initial customer contact and more easily remedied tech issues, while tech support is the more specialized second tier that tougher problems get escalated to for resolutions that require deeper expertise. There are proven methodologies that makes our help desk support service a success.
Identify and evaluate the problem
Customer issues of a more technical nature can run the gamut in terms of complexity and ease of resolution, which is why it’s important to pinpoint the problem immediately and quickly evaluate whether it’s something that can potentially be solved with a simple fix.
We direct customers to resources—like video tutorials, step-by-step instructions, and user forums—that provide immediate answers to common tech problems can be a great way to speed things along. However, it’s also useful to identify more complex issues early on so they can be routed to team members with the proper expertise to solve them.
We determine the customer’s technical level
Using intuition and clues from the conversation or correspondence, it’s helpful to try to identify the customer’s level of tech savviness in order to determine the best way to help them.
Refer to self-service solutions
Cultivating a variety of self-service options that provide solutions to common problems can be a powerful way to cut down on the time spent on individual support tickets. Since many customers prefer to find an answer on their own, directing them to the right resources can save everyone time and energy.
We check for previous support tickets
It’s not uncommon for many customers who experience technical issues to encounter some of the same problems—or even related ones—more than once. Looking up any prior support tickets logged for a particular customer can give helpful clues that may help speed the process along, which is a good thing for everyone involved.
We take notes
We don’t have to write a book on every customer, but keeping detailed notes that shine light onto the problem, their unique situation, the proposed solution, and the end result can be invaluable—both for tracking common issues and for helping customers who reach out repeatedly with similar issues.