Tech Support Calls
Tech support calls are made by consumers both pre and post sales. Some consumers find it useful to contact support staff pre purchase to receive clarification on technical aspects related to the product. Other consumers contact support staff after the sale to receive assistance with a difficulty they are experiencing. Both of these situations require excellent tech support to ensure the customer is satisfied with the product. The advantage of tech support calls comes with the ability of the human voice to diffuse customer frustration with a product. Having a sympathetic person to discuss a problem with will calm the customer down and make them more receptive to troubleshooting. Tech support calls are even the preferred contact method for some customers and providing this service significantly adds to the customer experience. Even the best tech support agents would be rendered useless if it were not for an adequate knowledge base. It is from this knowledge base that agents receive the necessary information to answer consumer’s questions. Agents should refer to the knowledge base whenever possible to ensure that consumers are receiving consistent and correct information regarding their product. Telegenisys provides tech support over the phone for a variety of products, often using remote desktop to further assist customers in troubleshooting their device. When used successfully in combination, agents are able to diffuse customer frustration with the product while simultaneously making the necessary corrections to resolve the issue right before the customer’s eyes. This leaves the customer satisfied not only with the product, but also with the support process. These experiences help to build brand loyalty which is crucial for the success of any business.