Customer support plays a vital role in ensuring the best experiences. According to PwC , 73% of customers in a global survey cited experience as an equally important factor as price and quality in their purchasing decisions technical assistance .
Stay tuned to learn how to optimize your customer support with the personalized touch they prefer today. Technical support resolves customer queries to ensure positive experiences and maintain customer satisfaction.
It is divided into two types: intellectual (provides information and training) and technological (performs maintenance and correction tasks).
The characteristics of good customer support include: omnichannel, flexibility, agility, trained agents,
and personalized interactions with customers
Technical support is the department of a company that provides intellectual, technological and material assistance to a client. Its main objective technical assistance is to prevent and solve problems, as well as to optimize and improve the performance of your products or services. Customer support is divided into two groups: intellectual c level executive list and technological.
Differences between intellectual and technological technical support
Intellectual support provides valuable information about a product or service . It occurs when the company, through its customer service agents, transmits knowledge so that the customer can operate the product correctly or enjoy the service technical assistance with greater quality and safety.
on the other hand, is that which directs preventive and corrective maintenance services —tasks such as repairs, revisions and key features to look for in pdf adjustments of hardware or software.
In this type of customer support, a specialist carries out the high-level actions of the company responsible for the product or service purchased by the customer. In this way, it guarantees its correct operation and responds to any inconvenience or failure to solve it in the shortest time possible.
help desk and service desk or service desk
Helpdesk support handles the most common user requests regarding products and services, technical support, and pre- and post-sales care . The team is also responsible for diagnosing and resolving technical problems that users experience with software, hardware, or other products.
When helpdesk agents do not aob directory have the knowledge or resources to resolve the issue, they escalate it to higher levels of support or to other departments for resolution.
Online support is another alternative for remote support. This is the favorite format of the new generations . According to research by Zendesk , most people from Generation Z and Millennials agree on the benefit of chatbots to solve everyday problems: 60% of millennials and zommers said that automation and bots are useful for technical assistance simple problems.
And trends for 2024 offer a similar, even more optimistic picture of the use of AI-powered chatbots for customer support. According to Zendesk’s CX Trends 2024 , chatbots are quickly becoming digital agents that have the ability to complete more tasks.
