Suggestions for Providing Tech Support for Your Platform
Taking on the technical side of customer support can be fairly tricky. When customers need a solution to their tech problem, it pays to be able to provide a solution. Most of the core principles of regular customer service apply to tech support, but there’s more of a technical know-how that’s required.
A customer support ticket will tend to come in and then be assigned to a tech support specialist who can help to deal with the problem. For WordPress hosting, this especially is the case. Simple problems are always dealt with at the level of the help desk–it’s the more in-depth, complicated problems that require tech support. As a result, it pays to have the proper tech support for your platform. Whatever your approach is, you’re going to need to have a boost in your tech support department.
In this post, we’re going to give you some top tips that will help you get your tech support in line and under control, ready to help out your customers.
Identify and evaluate the level of the problem
Customer issues that have to do with technical things can vary in difficulty very widely. This is why it’s important to quickly identify where your problem is at in terms of difficulty and then address the problem accordingly.
You’ll also want to see if there’s a relatively simple fix to the problem that you didn’t previously identify. There could be a situation where a customer needs to be provided with a lost password or else be given directions on how to return a defective product. On the other side, they might need you to help them fix a device failure or a software malfunction that hasn’t been seen before.
Directing customers to speedy solutions such as video tutorials, step-by-step directions, and customer forums can be an easy way to help find a solution for your customer’s problem in a simple and effective way. However, it’s still very important to identify more complex issues and reroute them to more experienced team members along the way.
Gauge the technical level of the customer
Use your intuition as well as context clues from correspondence to figure out what your customer’s level of tech-savviness is. What might be a simple fix for anyone else could be very difficult for someone who knows very little about the technical side of things. On the other side, you might have a customer who’s very technologically inclined who can easily understand the problem and fix it accordingly with minimal help from the tech support specialist.
Connectivity issues are a prime example. More tech-savvy customers will have an easier time figuring out how to get their router working again while those who aren’t so tech-savvy might have problems even finding where the reset button is. Figuring out your customer’s level of expertise is essential in figuring out what the best way to help them is. Not every solution will be as effective for every user. Some users will take a more specialized, involved approach, while others are more hands-off. It all depends on the user.
Check for older support tickets
Checking previous support tickets might seem counterintuitive, but it could help you to speed along the process and get the customer the help they need. There’s a very good chance that there will be other, similar tickets in their past history that will identify how you can proceed going into the future. These tickets might give you directions to fast track the process, skipping plenty of steps in the process so that you can get right to the heart of the problem and not have to get hampered by going through all of the same steps that had already been done by a previous tech support specialist.
Take useful and detailed ticket notes every time
You don’t have to write a book on each customer, but writing a detailed report of the problem, a proposed solution, and what’s being done in the meantime will be very valuable on the road to fixing the problem in the long run. This will also help with customers who reach out with the same or similar customer support ticket requests each and every time. Customer support programs such as Zendesk and others can make the task of keeping track of all of your customer support tickets that much easier.
Show customers self-service solutions
This is a very important message but it’s one that isn’t said enough: there is a variety of self-service solutions that customers can be directed to out on the internet, such as Q&As, video tutorials, forums, and the like. Many customers actually prefer to find the solution on their own, so this can save everyone valuable time and eventually money.
The overall value here is creating the best resources out there for problems that customers repeatedly run into. Once you follow this up with self-service tutorials and ways that they can fix the problem all on their own, you end up with a happy customer who feels that much more tech-savvy. Some customers respond best to a Q&A. Others do best with a forum or even a video. Give your customer options and they’ll be happy.
While this list isn’t exhaustive, it should get you on the path toward figuring out your tech support problems and finding solutions for them. It can be difficult at first for companies to find the tech support for WordPress hosting solutions that they need. Once you take in a couple of tips, however, it becomes easy to find a proper solution to the customer’s problem.
Some of the things that you can do to help out your customer would be to assess the customer’s technical skill level, to try and start out with videos, forums, and other self-help services to solve the problem, and check previous tickets to see whether this customer faced a similar problem in the past. No matter what you do, always keep the customer in the forefront of your mind and you’ll be sure to succeed.