Tips for more productive technical support

team

Technical support plays a pivotal role in the success of any business. However many

companies overlook this fact but the smarter ones have already understood the

relevance of fortifying themselves with an adept technical support team. There are a

lot of factors that are to be taken care of for making sure that the help desk staffs are

falling in line with your customer expectations.

Never keep the phone unattended.

Nothing can frustrate customers more than

your unavailability over phone. Always answer

the phone calls you receive and answer it

properly. The way you interact with the

customers can be a decisive factor in the trust

you win from them. Take care to respond

according to the nature of customers and the type of enquires they make. Though it is

unfeasible to understand the exact tone that may please the customer, you can get

enough insight once they start conversing. Use words carefully and in a pleasant

manner; never let them feel that you are impatient and want to put down the phone.

Don’t just be reasonable but prove the same

When you are asking the

customer to take a particular

direction and follow a set of

instructions, intimate them why

you are asking to do so. This is

one of the major things that most

of the Indian outsourcing companies offering technical support services ignore. It is

important to explain especially to a customer who is experiencing your products or

services for a long time. He may have tried many options before calling you and he

may want to know whether you are guiding him in the right direction or not. This is

also important to make sure that the customer is paying proper attention to what you

are instructing.

Pen down valuable ticket notes

Writing down ticket notes can help you

in multiple ways. You should record the

person to whom you spoke, their

issue/concern, the procedures initiated,

results obtained and errors etc. By this

you will be educating yourself and

when a similar case arises in future, you

can solve and assist the customer with

more ease and pace.

Entire team must always keep itself

updated with latest information and

trends in the industry. You should be able to provide customers the optimal and most

effective solutions instead of sticking on to the old traditional ones.

Indian outsourcing industry is developing swiftly and only those who unfailing meet

customer expectations at all times only sustain and flourish.

To know about all relevant and up-to-date information in outsourcing industry, keep

reading our blogs. For more info, visit:

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