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Email – Technical Support

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What Is Technical Support?

Technical support is the assistance that businesses belonging to technology, electronics, and mechanical industries provide their potential and existing customers. It involves answering questions, handling requests, resolving issues, and troubleshooting. It is available to customers both before and after they purchase the products or services of businesses belonging to said industries. 

Reading the definition above, technical support is pretty much like customer service. The only difference is that technical support involves troubleshooting. It also caters to certain products only. These products are technological, mechanical and electronics such as cameras, laptops, and mobile phones.

As the products that technical support caters to bring about complicated problems, many businesses choose to divide technical support into levels or tiers. The higher the tier, the more complicated the technical problem is and the more skilled the employees assigned in that level should be. Usually, a company only go as far as implementing tier 4 technical support operations. 

A business can provide technical support through voice and non-voice communication channels. The latter primarily comprises of chat and email.

Email Technical Support

Accuracy is important in technical support. It is why many businesses implement email as one of its avenues. As the interaction via email is asynchronous, a business has more time to ensure that it sends out accurate responses that will help customers enjoy the products they purchased to the fullest. This is unlikely via the phone as the interaction happens in real-time.

Many customers prefer email because it has little room for miscommunication, unlike the phone where there are tendencies to mishear or misunderstand the words of the person on the other end. Customers also find it convenient because they can refer back to an agent’s email response in case a similar technical issue occurs again in the future. Email use is also cost-efficient.

Benefits of Outsourcing Technical Support via Email

For businesses belonging to the electronics, mechanical, and technology industries, technical support is crucial. It can even be as important as creating a good product. After all, their products can be as good as nothing until they are able to resolve the technical issue that customers are complaining about.

As email remains to be a go-to channel for technical support, a business needs efficient email agents if it wants to build a great relationship with customers and achieve brand loyalty. For this reason, many choose to outsource the task instead. For the benefits of outsourcing email technical support, check out the list below.   

Reduced Operational Expenses

Maintaining an in-house team for email tech support can be financially-challenging because of overhead expenses. Purchase and maintenance of equipment that your in-house agents shall need are just some of the few things you have to worry about. These worries will be passed on to the outsourcing solutions provider once you outsource. They will be responsible for the tools and in making sure that your outsourced agents are doing a job well done.

Improved Technical Support

Providing technical support via email requires an expert staff that knows the ins and outs of your products, communicates in written well and types fast. When you outsource, you can gain an access to people that specialize in doing this non-core business function at a cost-competitive price. Consequently, you can guarantee a boost in customer satisfaction.

Add More Staff Easily

As your business grows, you will need additional staff. Good thing outsourcing companies can accommodate this need easily. Manpower pooling is a business activity that is common to all outsourcing firms. The hiring efforts never cease. Companies continuously share job posts across various platforms, screen candidates, and conduct interviews even when there is no concrete need in front of them because they’ll never know when a client will avail their business solutions.

Guaranteed Confidentiality of Business Information

Sharing internal business information with your outsourcing partner is often inevitable. This is why it’s important that you partner with a vendor that has information security protocols in place. In assessing potential outsourcing partners, ask for proof of their ability to protect information against uncertainties such as an ISO Certification. It is a testament that attests to a company’s reliability in securing data against leaks, breaches, or hacks.

Industries That Outsource Email Technical Support

Outsourcing is a popular business practice that has been around for more than a decade. Many businesses venture into outsourcing because of its positive effects on cost and productivity. In the roster of outsourcing destinations, the Philippines is number one for voice-related BPO services and second for non-voice BPO. The latter type of BPO service includes email technical support. It is primarily because of the country’s competent labor force.

The most common industries that outsource email technical support are as follows:

Electronics

Telecommunications

IT and Software

When You Should Outsource Email Technical Support

What better way to know when to outsource than to look at the reasons that prompt other businesses to do so. On that note, listed below are the common goals that led businesses to outsource email technical support. If most of the items are the same things you want to achieve, then it’s most likely time to delegate the task to specialists.

  • Access the best practices for email technical support
  • Gain a competitive edge
  • Enhance technical support
  • Increase customer satisfaction
  • Provide prompt and accurate email responses
  • Concentrate on core business function
  • Maximize business productivity
  • Increase operational efficiency
  • Reduce operating costs
  • Access quality but affordable talent
  • Expand operations in a cost-efficient way
  • Guarantee data security
  • Save time
  • Save money

Needless to say, all of these can only happen if you choose the right outsourcing partner for your business. It’s important that you do your own research about outsourcing, the offshoring destinations, and the pros and cons of outsourcing. Trust us. Sparing time to research can go a long way. There are many resources online that will equip you with the knowledge you need to choose the right outsourcing partner that will push your business to greater heights.