Why is technical support important? Why does it matter? Why can’t you do without excellent technical support? – All of these questions we will answer in this article. We will provide the five main reasons why technical support is not only important but crucial to your business success.
Every business exists to generate revenue. Revenue comes from customers. In this regard, such things as customer experience and customer journey come into play. It’s a mistake to think that customer journey ends when the long-awaited sale takes place. In fact, that’s where the journey begins or is half the way at least.
If you think that all the hard work is done once you’ve made the sale you are mistaken. That’s where all the work only begins. What happens after a sale is perhaps even more important than what happens before. One of those things which happen after a sale is customer support. If your business is technology-related then it may be technical support instead. So why is it that important? Here are the key five reasons why:
- Customer retention and relationship
- Additional revenue
- Improvement of products and services
Let’s analyze each of these reasons in detail.
Customer Retention and Relationship
Your customers may need help with using your products or services after they have purchased them. For this reason, technical support becomes an integral part of post-sale relationships with your customers and affects customer retention.
If the assistance you provide is poor and unsatisfactory, this will negatively affect your customer relations and may lead some of them to stop doing business with your company. In other words, you will lose customers and revenue. Your customer retention indicators will similarly decrease.
How well you manage to help your customers directly affects your reputation – what customers think about your brand and what they tell other people about it. You know pretty well that if they have nothing good to say about your brand it’s going to be hard to get new business. At least we’re sure that you don’t want to have a bad reputation. Therefore, providing excellent technical support is vital for sustaining a great reputation for your brand.
Did you know that customer service can become an additional source of revenue? Yes, you heard that right – technical support can be used to generate additional sales. It is possible to intelligently integrate sales processes into technical support. If implemented correctly, this will allow turning your technical support department into a source of profit, not expenses.
Your support service is a great tool for collecting feedback. You can ask customers for feedback after every conversation and ask them to rate your help when closing a support ticket. You can find out what customers are complaining about, what they are having a hard time with, what irritates them about your products or services, etc.
Improvement of Products and Services
The feedback you collect from customers can, in turn, be used to improve your products and services. For example, if clients are complaining about a certain feature, this might be a signal that it’s time to improve it. The tickets which you get hint to the areas and features which require improvement.
Technical support directly affects your customer relationships and retention. These in turn directly affect your sales and revenue. Therefore, the life of your business depends on the quality of the technical support you provide. Besides customer relations, it affects your reputation. It can also become a source of additional revenue and a valuable tool for gathering feedback. This feedback, in turn, should be used to make improvements to your products and services.