In customer service, one of the most important elements is technical support, either in person or, more frequently nowadays, remotely. When we close a sale, it is essential to provide customers with all the necessary information so that they can make proper use of the product or service purchased, as well as accompanying and advising them so that any problems that may arise can be solved.
From our side, we need to make sure that we understand and manage the different situations we face, and this depends to a large extent on the systems we use.
For example, by offering different communication channels we bring quality to our technical support service, while ensuring that we meet the needs of our customers. But to do so, we must manage these channels as efficiently as possible to avoid a negative user experience.
In this article we want to give you some tips on how to perform remote technical support with the right tools and systems, thus adding value to your company’s customer service.
Choose the communication channels to contact the customer
When we talk about technical support, we tend to think that there are only three options: face-to-face support, voice calls or email.
For those businesses that are present at the customer’s location, the first option can be a personal and direct form of technical support. However, its main disadvantage is that it involves travel costs not only for the company, but in many cases also for the customer. Moreover, nowadays, companies have the possibility to offer their products and services over the Internet, so it is likely that they do not have a physical establishment in all the places where they operate.
In the case of voice calls, this is also a close and complete means of assistance, but it has a drawback: it involves interrupting our activity to hold this conversation.
Finally, in the case of email, answers in most cases are not immediate. For customers, getting a quick solution when they have a problem is critical, something we cannot ensure in email interactions.
Fortunately, nowadays there are alternative communication channels, such as instant messaging applications or online chat, which allow us to provide convenient, close and direct remote technical support. In this sense, the different channels we can offer are:
This instant messaging application enables fast, secure and instant communication between consumers and the company. In addition to being the preferred communication channel for users, it combines the advantages of telephone and email while compensating for their disadvantages: it is a personal and direct means of communication with which we can carry out other activities while maintaining a conversation.
Like WhatsApp, providing remote technical support via the second most preferred application for users to communicate with businesses can bring quality and efficiency to our service.
This online support channel has a great advantage. It is possible to have a real-time conversation from the company’s website, without having to wait to contact a technician.
Of course, no communication channel replaces the rest, as each has its benefits and drawbacks. Furthermore, we must bear in mind that each customer is different, and that, depending on their needs and availability at any given time, they may opt for one channel or another. In this sense, the ideal, therefore, is to offer the client several alternatives so that they can choose the one that best suits their situation. As a company, we must ensure that we unify all these channels in order to manage them as efficiently as possible.
With software for technical support, we will be able to create synergies between the different communication channels, as we will be able to connect them together to take the customer experience to the next level. For example, by integrating an online chat into our software, we can perform actions such as switching from chat to call from the conversation itself, which makes it easier for the agent to better understand the customer’s problem and for the customer to see the problem solved in less time.
Optimize your website with “Click to Call” and “Click to Video” buttons
To make it easy for those users who want to contact our technical service through a voice call, we can choose to offer a free number (which means an additional cost for the company as it has to assume the cost of the call made by the customer); or implement a Click to Call button on our website.
It is a widget that we insert in our website and that allows the user, when clicking on it, to launch through the browser itself a completely free voice call that the agent will receive in their software extension for technical support. They will be able to talk through any device instantly, without the need to install anything.
On the other hand, many companies that provide remote technical support forget that videoconferencing can be a very useful complement to their service. One of the main advantages of this channel is that it improves customer relations by enhancing face-to-face communication.
It is important that an online helpdesk remains close to users. By opening this channel of communication with them, it is even possible for customers to solve a simple problem themselves with the help and guidance of a technician, who can show them the procedure to follow.
We can implement this means of direct assistance on our website through what we call a Click to Video button. As with Click to Call, a free call is launched, but in this case, a video call, and the agent will receive it in the same place where he/she manages voice calls and the rest of the channels.
Check previous interactions with the client
A CRM is an essential tool in any company, as it helps us to manage customer information properly. If we also connect it with other tools, such as a virtual PBX, we will add great value to our remote technical support service.
When the client comes to us, this integration allows the client’s file to be automatically raised, with the agent receiving all the client’s information (if there have been previous interactions, if the problem persists after some time, if the case belongs to another colleague…), as well as making modifications in real time.
In this way, thanks to CRM integration, we will be able to solve customer queries efficiently and in less time, as well as facilitating subsequent follow-up by the agent.
Integrate your technical support software with ticketing tools
Once the problem has been resolved, it is essential for agents to follow up on the case and make sure everything is working properly. For this, support software integrated with a ticketing tool such as Zendesk can be of great help. These systems, also known as “Helpdesk”, allow you to organize and gain an in-depth understanding of customer issues through tickets.
When a customer contacts the technical service for the first time, the system will automatically create a ticket in which we can document all data, requests and possible subsequent interactions with the user. In case the customer contacts us again, the system will identify him and record the interaction in his ticket.
This makes it easier for the helpdesk to solve problems more quickly and easily and to keep track of customers in an organized way. As all information is recorded in the cloud, it can be accessed anytime, anywhere. In addition, the integration of the technical support software with a ticketing system makes it possible to do so without having to leave the interaction.
Finally, agents may be overwhelmed with certain questions from users and may not know the answer. However, another colleague in the team may be able to advise or resolve the query quickly.
In this sense, the internal communication tools that we include in all Fonvirtual services, encourage teamwork while providing quality remote technical support. You will be able to talk to any member of the team through voice, chat and video from the same interface in which you manage your communications with customers.
In short, an efficient and quality remote technical support depends largely on the tools used. In Fonvirtual we help you to add value to your helpdesk with our cloud communication solutions, which will help you to solve all the interactions with your customers from anywhere thanks to WebRTC technology. If you want to know how, do not hesitate to contact us.