Businesses in todays time face many challenges across the world. Maintaining a good rapport among customers and facing many challenges like insufficient staff, balance between quality & quantity, delivering projects on time & many more hurdles have become a uphill task for the business world. In this modern world all the businesses have relied on digital infrastructure. Considering all this TECHNICAL SUPPORT is something that plays an important role in day to day business operations.
Failing to provide quality services to the customers may result in losing profit & customer loyalty in no time. Irrespective of type of business technical capabilities are an quintessential part of the companies that are involved in almost all core functions of companies. Good Technical Support helps in better customer retention & maximum benefit. Therefore it is utmost important to understand the the importance of Technical Support in business.

What is IT SUPPORT?

Technical support can be defined as a variety of services aimed at providing website related solutions to the customers through a website or an app. Virtual technical support is something every company must rely to resolve its customers issues & queries. Technical support is not something to educate customers, but is used to resolve customers queries.

Levels of Technical Support!

Depending upon customers requirement a company must use omnichannel support system to resolve customers queries. It can be done through emails, voice support, live support channel & so on. A well maintained technical support system can classified into different levels – pre support, self service, 1st line support, 2nd line support & 3rd line support.

Pre support :

At pre support level customers usually try solve their queries by on web before on the company’s website. It usually comprise of search engine results that users go through before going through company’s website. At this stage user may get positive result as some users may guide him resolving the issue. But as it sounds so great it is not so easy, a company must be careful of those customers who are unhappy with companies services, they may give a negative feedback to the existing customer.

Self service :

It is the the next level of Technical Support services. At this stage a customer try to resolve the issue by himself by taking guidance from the help the section on companies website. Many customers find it easy option rather than contacting company’s help desk. This phase includes various self help FAQs & self help Wikis etc.

1st line support :

This is the level where actual technical support begins. In this level customers issues are resolved by lower level technical expert who are trained to solve common problems. Technical support staff at this level have basic product knowledge, they can share FAQs with users who are not aware of it. Most of the problems at this level are solved through email.

2nd level support :

Complex issues that are not resolvedt in previous level are dealt here. The staff here are more experienced to deal with the issues, they can give technical support & guidance to the customers.

3rd level support :

Tier 3 technicians use product design, code, or specification to duplicate problems and define root causes and decide how to fix them from there. Once a solution is developed, this is documented for use by tech support in the lower tiers. The outlier cases are designated to the managers or someone from the R&D department. This phase is characterized by access to the supreme level tech resources while using advanced technologies.

Role of Technical Support in Businesses

1. Maintaining system :
To maintain a good system of workflow Technical support is essential for a company. Businesses have infrastructures & many systems for their daily work operations.

2. Monitoring usage :
To know more about its customers & keep a record of its employees, their achievements, a company must rely on Technical Support. Where human can’t identify the issue, Technical Support is a boon. Moreover company can track its resource usages with the help of technology.

3. Educate executives :
Hacking others data have become a problem now a days! To deal with this problem a technical consultant must have to stay updated with trending hacks. Every company have some sensitive data which must be secured & restored when needed. With proper Technical Support team can sensitize its employees regarding security & network systems.

4. Maximum profit :
With satisfied customers, smooth running website & zero downtime a company can maximize its profits. Its true that Technical Support will cost you some amount, but it will be much less as compared to the benefits you reep afterwards.

Its all we have to say!
Being an insaperable part of businesses TECHNICAL SUPPORT plays an important role in improving profitability & customers relations.