Advantages and Disadvantages of Technical Support

Business models are constantly looking at innovations to increase profits. But there are already a few sure shot ways recognized in the business world that helps in promoting these businesses. One of the ways to harness the power of the internet and through communication is via a technical support team. Businesses invest in technical support to bring in newer customers, retain the existing ones, and to assure quality and finesse. Let us look at the importance and challenges of technical support. 

WHAT IS TECHNICAL SUPPORT?

Technical or tech support means the services provided to users of technological products or services. It is a form of communication that technology (tech) companies use to help their users and customers with specific problems in relation to the said products or services. This may be delivered over a telephone, email, online chatrooms, or live support on a website. The support costs are either included in the initial service cost or provided for an additional fee. Some companies even outsource their technical support to IT companies that specialize exclusively in giving technical support (customer service).

CATEGORIES OF TECH SUPPORT

There are different categories of technical support on the basis of expertise and modes of support. Depending on the needs of the customer, there are five main levels of tech support. These include pre-support, self-service, the first line of support, the second line of support, and the third line of support.

Pre-support is where the user asks friends and family for advice. And in the age of technology, our support is usually through the internet by looking for solutions on chatrooms, discussion boards, and dedicated tech websites. Self-service is where the user can find Frequently Answered Questions (FAQs) and knowledge bases as a form of technical support. This is an easier alternative to contacting a help desk.

The first line of support is human contact where the user gets the opportunity to interact with a person from the company who is technically equipped to answer queries. They are customer care workers as well. The second line of support deals with complex issues that the first line of support could not fix. Specifically trained workers handle these difficult queries and find a solution. Lastly, the third line of support is the one where customers with highly complex issues where only someone from the research and development could possibly help. It involves customized help to come up with a solution.

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Advantages and Disadvantages of Technical Support

ADVANTAGES OF TECHNICAL SUPPORT

Customer Satisfaction

One of the main advantages of technical support is that it provides customer satisfaction. Whenever a customer runs into trouble with a product or service provided by a company, the first thing they do is contact customer service for assistance. This is exactly the reason why technical support is crucial here. Technical know-how to fix customer-related issues is very important for customer satisfaction. A good and knowledgeable tech support builds a certain level of trust between the consumer and the service provider. Hence, this relationship helps in retaining customers for a longer period of time. It also helps in gaining more customers and consumers because of efficiency. Timely response speaks of the company’s commitment to its consumers and that is an indispensable quality to have.

Better Technology

Technical support is mainly the help or support you give to your customers. This is important because oftentimes, these customers provide us with information that really helps better your service or product. Insights about quality improvement, unique technical queries, and suggestions about additions to a product or service can come in handy. Any kind of feedback about your product or service can be studied and researched to see if there is any scope for improvement. And it can be a powerful tool to better your service if one only listens and learns from their consumers.

Skilled

The team that handles technical support is knowledgeable and skilled. They solve problems that are complex. Tech support looks at problems like installation errors, software or user issues, or any other problem that arises. Customers are counting on exceptional service when they invest in a service or product. So, skilled technical support workers can quickly solve their queries and keep the customers happy.

Quality Assurance

Another advantage of technical support is that there is quality assurance. Customers are provided with the service or product after thorough research and development. But there could be cracks in some technical aspects. Therefore when customers point out the said issues, the technical support team of the company or organization can work on analyzing the problem, solving it, and reassuring the customers. This is the final say on quality assurance. As a result, tech support helps in solving existing problems and at the same time collects meaningful data for future glitches.

Improves Business

Technical support is crucial for growing and improving a business. A timely and sound technical support to your customers can really go a long way in differentiating your service from other companies and organizations. They are an integral part of business strategy and if executed well can yield really good results. For instance, outsourcing technical support is a great way to scale up a business. Outsourcing your tech support means that a team specialized in tech has the responsibility for it. Therefore, the volume of support increases creating more opportunities for the company.

DISADVANTAGES OF TECHNICAL SUPPORT

Expensive

A major disadvantage of technical support is that it is quite expensive. Especially if one runs a product-based business, it is important to have a tech support team. But the biggest challenge with that is it is a big investment. The costs are high because tech support involves skilled labor forces, tech equipment, workspace for the technical team, the logistics team, research for any possible glitches, and any other technological requirements. Managing the information technology resources also requires time and money. Hiring and training individuals in complex and technical aspects of a product and service is comes with a price. Therefore, small businesses can have trouble with their limited budgets.

Free Support on the Internet

Many customers prefer taking the free support provided on the internet and data sites online instead of the technical support of a company. Sometimes trying to figure out a solution through the tech support can be cumbersome for a customer. The long waits, explaining the issue in excruciating detail, and trying to understand what is to be done are sometimes difficult tasks. So, they look for easy fixes online. There are several chatrooms and websites online that are dedicated to cater to users with any technical queries. Every issue possible has a simple fix on the internet. It is easily accessible and mostly free of charge. Therefore, the technical support of a company is not an indispensable part of a customer’s life.

Advantages and Disadvantages of Technical Support

Scams

There is a high chance of technical support scams. These are fraud activities where a person is contacted from a scammer pretending to be a legitimate tech support staff. This is mostly through cold calls to users but it can be through emails and other modes as well. Users get tricked because these scammers make it sound like a genuine call by impersonating workers from actual companies like Microsoft, Dell, etc. Their main aim is to access the user’s personal information like their credit/debit card details, online banking details, or to get access to their computers. So, one should be wary of divulging any personal information without verifying the source.

Only for Specific Problems

Another disadvantage of technical support is that it is equipped to deal with only certain types of problems. Due to the limited training of the workers, sometimes it is possible that they are not equipped to answer certain queries of the customers. This can negatively impact the business or the company. And customers can quickly lose faith in them.

To conclude, technical support is an integral part of doing business. It is a necessary cost for a successful business model.

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Pros and Cons

PROS

CONS

Customer Satisfaction

Expensive

Better Technology

Free Support on the Internet

Skilled

Scams

Quality Assurance

Only for Specific Problems

Improves Business