Chat – Technical Support
It is common for the relationship between a customer and a business to extend after a single purchase transaction because perfection is impossible in this world. There are times when a product could have a defect and a customer could need answers in order to continue enjoying a product. It is a scenario that is common between a customer and businesses belonging to information technology, electronics, and mechanical industries most especially. This is why a contingency is essential for these inevitable events. In the case of businesses belonging to the aforementioned industries, it is technical support.
What Is Technical Support?
Technical support is the form of support that businesses provide their customers for technology, mechanical, and electronic goods. It involves addressing a specific problem that a customer has with a product by means of troubleshooting. Technical Support Representatives are the employees-in-charge of this task. They are highly knowledgeable of the ins and outs of products and services for which they provide support.
A company can divide technical support into levels or tiers to streamline and increase the efficiency of technical support operations. A tier 4 for technical support is often the limit for most companies. A company may deliver technical support through voice and non-voice communication channels. The latter comprises of email and live chat.
Online Technical Support Chat
Live chat is an instant messaging application that is typically located at the lower right corner of a website. It is called “live chat” because the exchange of messages through it happens in real-time. The messages are also informal as compared to email. Looking up the definition of chat online, it actually means informal conversation. Live chat exudes the vibe that the interaction is okay to be informal because the exchange happens in real-time and messages are usually short just like in a verbal conversation.
Many customers prefer live chat for technical support primarily because they are able to obtain immediate attention to their needs. The platform also allows them to multitask while waiting for replies. It is also their go-to platform for technical support when the technical issue is not that intricate or when they need answers urgently.
Benefits of Outsourcing Technical Support via Live Chat
Outsourcing has been a key business practice over decades. It is the practice of seeking the help of an external company in handling some of the internal business functions. The external company is known as a Business Process Outsourcing (BPO) firm or an outsourcing solutions provider. It is located onshore, nearshore, and offshore.
Onshore outsourcing providers are those that are located within your home country. Nearshore outsourcing providers are those that are located in a country that is near your home country. Offshore outsourcing providers, on the other hand, are those that are located in a country that is far from your home country. Among the three, businesses usually go for outsourcing to an offshore provider because it entails more advantages in terms of cost. This page will touch on this benefit later on.
The internal functions that businesses outsource are non-core. It means functions that are important but not the most important area of the business. For example, managing inbound calls and providing technical support via live chat. Businesses seek the help of outsourcing firms for these functions because they are experts in doing them. In short, managing non-core functions is the core business function of outsourcing firms. Read on to find out the reasons or benefits that led businesses to outsource technical support chat.
Quality technical support
Agents of outsourcing firms undergo extensive training to make sure that they know everything about the products or services for which they will provide support. Good outsourcing firms also have an efficient process and the top-notch technology in place for technical support chat, enabling you to gain a competitive edge.
Set your operations live straightaway
Add more talents easily
Reduce operational costs
Industries That Outsource Technical Support Chat
IT and Software
When to Outsource Technical Support Chat
Consider outsourcing technical support chat with a good outsourcing firm if you want to:
- Quality labor
- Cheap labor
- Gain a competitive edge
- Reduce operational costs
- Obtain talent immediately
- Enhance technical support
- Boost customer satisfaction
- Focus on core competencies
- Increase operational efficiency
- Add more staff almost instantaneously
- Start technical support chat immediately
- Expand operations in a cost-effective way
- Take advantage of state-of-the-art technology
Please note, however, that these can only be possible if you choose the right outsourcing partner.