What is technical support?
Technical or “technology” support is one form of customer communication that product-oriented companies use to help their customers make the most of their products.
Usually, this is done through knowledge bases, live chat, email or phone. This is to resolve technical issues, such as freelance technical support jobs, login errors, and other technical problems that may adversely affect the user experience.
But isn’t technical support just about customer service?
And here’s why.
The five levels of tech support
Technical support is not secure.
Depending on user needs, it can be used by email, live chat support, knowledgebase, or by phone.
In addition to being available on a variety of platforms, the well-structured technical support system will also be split into 5 levels. These 5 levels include pre-support, self-service, front-line support, second-line support, and, in urgent cases, third-line support.
1. First support
If people in the pre-internet age had questions about the product, had asked family and friends or referred to the manual. Nowadays, users go “Google.”
And that means that most of your customers will search the internet for answers before they contact you. Some of your users will be great supporters of your products and provide great insights on how to get the most out of it and help other users solve problems.
Sounds good, right?
Well, on paper, yes.
However, it should be recalled that with every proper assessment, countless complaining customers have not solved their problems and are too willing to share their experiences with them.
With this in mind, online forums, social media, and site comments must be the first line of defense. As a company, you must actively search for these channels to manage conversations, direct users to your own technical support system, and help everyone be satisfied.
The next level of technical assistance is to allow users to self-care and manage themselves through self-help wikis, frequently asked questions, and knowledge bases. For many users, this is a quick and easy alternative to contacting a help desk and waiting for an email response.
Having a self-service level can solve common queries and release frontline support for more in-depth and complex issues.
3. The first line of support (human contact)
Unfortunately, frequently asked questions and knowledge bases cannot answer everything.
Sometimes users have to talk to a human.
For many customers, first-line support is the first point of contact to contact someone in your company.
First-line support is ongoing on frequently asked questions (recording, learning, and updating your knowledge base).
Technical support personnel at this level have a basic general understanding of the product or service, but may not always be able to solve complex problems. However, the goal of this team is to resolve 70-80% of user issues before realizing the need to get to the top.
Most of the issues listed here are email support. However, as the problems become more complex, users are gradually offering phone support. The more difficult the problem, the more likely you are to speak to a technical support representative, as shown in the AMEX Consumer Barometer report below.
4. The second line of support (critical issue)
In this phase, the issues become more complex.
More and more, end users are becoming tech-savvy each year.
In fact, in 2016, the New York Times found that 73% of managers support the note that the complexity of support calls increases as customers become more technologically advanced and can solve easier problems.
This means that 25-30% of technical support requests, which cannot be processed in the first row, are located here in the second row and it is much more difficult. For this support, you need staff who have a detailed Ask for product information and provide technical advice. It can also help you find answers with users on the phone.
But sometimes these demands require more skill.
5. Third support (individual support)
This is the highlight of technology support for many customers.
Supporting the parties to solve the case of the maximum that cannot be dealt with before second, means that the third possibility is that the technical support line is managed by a designated superuser, or even by a person in the department. R&D.
In general, when users encounter third-party technology support, it is complicated to include custom work to complete it.