Customer support is a wide scope of customer services to help customers in making correct and cost effective use of their products. It comprises of assistance in designing, planning, installation, repair, training, troubleshooting, upgrading, disposal, and proper disposal of a given product. A support provider deals with the issues arising out of various kinds of computer related issues. It can be done either by phone or online.
Customer support service is divided into several different sections like technical support, data recovery, telemarketing support, and email support. These different categories of services are segregated on the basis of the degree of contact with the customer. Technical support agents provide the support for software products such as email server, antivirus programs, office suite, operating system, and networking hardware. Telemarketing customer support agents offer help in dealing with customers who contact them for problems relating to the products bought. Data recovery service rep provides help in recovering data that got lost due to hardware failure, hard drive damage, and viruses.
Email support agents are mostly hired to deal with customers who send complex electronic documents. They have to check whether all the required information has been included in the emails or not. Computer service reps are mostly called in to deal with computer related problems.
Support team consists of trained and certified customer service representatives. They can help resolve technical and non-technical issues. These customer service representatives should have sound knowledge in the products they are supposed to support. They should be aware of the problems and solutions associated with the given product.
There are also support teams for marketing products. Marketing support teams are responsible for answering customers’ queries related to the product or service they have purchased. These teams consist of people who are trained and specialized in handling queries related to the product and service. These teams are important since the customers can easily contact these marketing support teams when they have any issues. There are several online marketing support teams who can cater to customers at any time of the day. These companies keep a large number of customer questions and have teams to handle each of them.
Customers usually like to receive their responses in their language. In order to provide good customer support, the first response time should never be more than thirty minutes. Response times should not exceed one hour if possible. Customer Support agents should keep a good relationship with their customers. This will help them provide fast and effective support to their customers.