Customer service can be especially tricky when technical aspects are thrown into the equation. Help desks and IT support teams are constantly fielding phone calls from confused and unhappy customers. In order to assist them in the best ways possible, it is important to have a competent staff of well-trained employees. Here are just a few tips on how you can improve your help desk and technical support.
First Determine Customer’s Technical Knowledge
This always needs to be a major priority when a customer’s call is taken. By understanding the caller’s technical savviness, the employee can provide the proper assistance to accommodate them. There are all sorts of clues that the employee can use to detect a caller’s technical awareness. It is not always the smartest move to ask a person how knowledgeable they are when it comes to technology. It may actually offend some people. In order to make this kind of determination, pay attention to the language they are using and how confused they sound over the phone.
Keep Directions Simple and Easy To Follow
Why make things harder than they need to be on customers? If they have a technical question don’t use language that may confuse them. This is especially true if you are able to determine they aren’t exactly tech savvy. The employees should have the ability to conversate effectively with customers of all knowledge levels.
Take Quality Ticket Notes
This is incredibly important. Employees need to be recording customer information every time they take a phone call. Not only will they serve as useful records of your customers so you can help them again in the future, but it will also help you form a list of frequently asked questions. With this kind of information, employees can become better equipped for similar questions in the future.
Follow Up With Customers
The mission of a help desk and IT support team should be to help all customers in any way that they can. They should continue to follow up with customers until all problems or concerns have been resolved.
SOS Tech Group Can Help Improve Your Help Desk and IT Support!
Whether you are looking to perform a technological audit for your company or seeking a new security camera system for your commercial space, SOS Technology Group has the expertise and equipment to keep you talking around the clock. SOS Technology Group is a full-service IT consulting company that provides IT services and solutions for businesses throughout the United States. If you are interested in seeing how we can help your business, contact us online or give us a call at (410) 559-7020. For more technology tips, follows us on Facebook, Twitter, LinkedIn, and Pinterest.Back to News