Devices today are robust with multiple features and that is complex for some users, especially when they’re using it for the first time or are all by themselves without technical expertise. Thus, techsupport becomes inevitably essential.
Tech calls tend to consume largest volume of high AHT graphs owing to the complex nature of query and solution as well. The support agents need to stay put for long durations until the solution provided is installed and run in the device.
Nervous customers form a major chunk of the long and tedious calls with the agents. The query stands simple but lack of proper self-service modules makes it difficult for the users to gasp solutions quickly.
As technology faces a spin-off, new and innovative product features are added which require smooth adoption. In the absence of in-app tutorials or self-service support, agents have to take up such calls increasing tickets in turn.
Techsupport agents when equipped with guided workflows and visual representation, helps them to focus on the empathy part of call instead of spending time explaining how to troubleshoot or fix an issue improving customer relations.
Since the caller on the other end won’t want the problem to linger for long, concise articles, audio-visual assistances and classification flowcharts help agents to scroll through the problem, its reason, and deduce accurate solution to the same.
With intuitive collaborative features and a ready repository of organizational knowledge over intranet and internet cloud platforms, access to knowledge becomes feasible both for agents and users. The consumption and implementation of such information is a cake walk.
When the customer is well equipped with self-service platforms serving intuitive knowledge via visuals, regression and chatbots, lesser queries land at agent’s desk thus reducing manpower requirement and helping in customer cost control.
While modules providing real time solution ease access to the solution, technical advancements like robotic voice support and augmented reality support reduce the requirement of field visits for most of it can be covered virtually guiding the consumer.
A decision tree serves as agent and self-service step by step how-to guide. An agent can use the decision trees kept ready and uploaded on the knowledge base to navigate the caller to solution by following a series of steps as suggested in the module.
It is the visual assistance that agents need while handling complex customer interactions. Picture guides ensure faster solution delivery and quick grasping of solution knowledge by the agent facilitating easy dissemination to the caller through visuals.
The agents must always be updated with the product manual, catalogue, spares, and automation about the product. A checklist of all details, auxiliaries, warranty, etc must be available as a central repository of data with the agents to speed up call resolutions.
Augmented reality uses remote screen sharing to solve an issue. The servicing is done by the user and is guided by the agent. The user allows agent to view their screen and points their camera at the issue helping agent to analyze and get the problem solved.
Smooth connectivity for seamless communication reducing on-call stifles and dead air timing thus reducing AHT and speeding up solution delivery. Easing the operational buffers faced by agents while handling calls is the prime focus of techsupport.
With workflows & intuitive knowledge available on self-service; customers can now solve tech-related concerns on their own, also with agents equipped with a knowledge base this allows customer queries resolved faster thus leading to better CSAT.
It is of utmost importance for the operations supervisor to maintain the work-call calm of the floor. The agents and callers shall both be smooth in the cycle of calling, asking, receiving, and delivering a balanced equation to the queries received and solutions provided.
L2 technicians assess issues and provide solutions for tech devices related complications related to configuration and set-up. L3 agents duplicate problems and define root causes, using product designs, code, or specifications.
Complex tech support related queries are handled by field experts. The knowledge when is readily available eases optimized internal support processes, workflow configuration, and task automation by the experts speeding up the problem resolution process.
Digital teams are responsible for digital revamping of an organization’s brand value. The digital team uses SEO tools to create and distribute user-friendly support knowledge. Integration of user base through community building and information forums too are flagged by them
CX heads are responsible for maintaining SLA and keeping AHT on a lower end. It drives better C-SAT by empowering agents with smart knowledge and faster solution delivery. A technical query, when solved quickly, instils higher trusts of a customer with the brand’s goodwill.
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