How Software Companies Can Provide Better Technical Support to Their Users

Technical support is a tricky thing. There is very little room for error, and technical support personnel must have the knowledge of a top-notch engineer, the communication skills of an award-winning journalist, and the politeness of Miss Manners. Like any job, it works better when the people doing it have proper training, adequate resources, and a clear idea about what their customers are looking for.

With that in mind, here’s a list of some things every software company can do to make sure its technical support team is as effective as possible:

Create a Knowledge Base

A knowledge base is where users can search for answers to common questions. It can be as simple as a website, or it could be more complex and include multiple options for users to choose from. A knowledge base that is accessible through the web is referred to as an “online knowledge base.” However, there are other ways of providing customer service that doesn’t necessarily involve a traditional online interface. For example:

• A forum would allow users to post questions and answers in real-time without having to leave their current platform (e.g., chat program).
• A wiki allows you to create an open-source area where anyone can contribute information related to your products/services and update this content whenever they feel like it (think Wikipedia).
• Dedicated knowledge base software can simplify the entire process of creating and implementing your self service hub. For example, Crisp’s knowledge base tool helps you classify your content into different categories, from FAQs to manuals, troubleshooting guides, and anything else your customers may find useful. Crisp also offers live chat,  giving you the opportunity to respond to queries quickly and efficiently by offering instant knowledge base suggestions.

Have an Escalation Process

The first step to providing better support is by having an escalation process. You should have a way to ensure that your users get the best possible support, and this starts with making sure every user gets their issues resolved as quickly as possible. The escalation process is where you’re going to take action on these cases, so if you find yourself overwhelmed or just don’t have time for an issue at hand, you can send it along to someone who does.

The key here is finding employees who are willing and able to handle escalations; they should be fully capable of handling any request that comes their way (and more than happy, too!). This doesn’t mean that all employees need extensive knowledge about every single thing, but it does mean that they know how to use their own skills best when helping people out with technical problems.

Employ Excellent Customer Service Representatives

The quality of technical support is directly proportional to the quality of customer service representatives (CSRs). If you have good CSRs, you can expect your users to be satisfied with your product. If your CSRs are bad, then you could be losing customers and revenue by the day. This is why it is necessary to hire excellent people who will help your company grow.

You can also consider setting up a customer service call center that uses conversational AI. That eliminates the need to go through hundreds of CVs to hire the best CSRs. Automating the customer service experience in such a way is also cost-effective. It is an out-of-the-box way to engage better with your users and provide them high-quality support at the same time.

Train Your Team Differently

When you train your support team, it is necessary to focus on the following:

• Your team should understand how your users are feeling and why they’re calling in for help. This helps them find creative solutions that best fit the needs of their customers.
• You don’t want a support rep who gets angry; it won’t make for an enjoyable experience for anyone involved!
• Helpfulness and knowledgeability go hand-in-hand—if you hire someone who knows what they are doing and can explain things clearly, then they’ll be able to offer more help than one who doesn’t know much about software development or customer service at all.
• Confidence is also vital. If a client feels confident talking with the tech support person, they will feel more comfortable giving information necessary when solving technical issues together.

Implement a Technical Support Desk System That is Easy to Navigate

A software company can provide excellent technical support by implementing a helpdesk system that is easy to navigate and search through. The goal of a helpdesk system is to provide users with the information they need in as few steps as possible without sacrificing depth or quality.

This means that the user should be able to find what they need quickly, without having to go through multiple submenus before reaching their destination. A good helpdesk will also have internal links within each section and page that allow users to search for resources by topic or category. This makes it easier for them to find the answer without struggling through too many options and trying different keywords until something works.

A good example of this is Cloudways (a managed cloud hosting provider); their knowledge base includes hundreds of helpful step-by-step guides, while their users have access to 24/7/365 support through live chat or an easy-to-use ticketing system.

Offer Effective Training and Resources to Customers

Customers can learn about your product if you provide them with the proper training and resources. This will help them understand how to use your software and avoid common issues when using it.

Your customers will appreciate knowing that they have someone they can contact anytime when they need help or guidance. Since support is one of the most vital elements in customer service, offering round-the-clock service ensures that your customers always have somewhere to turn when they need assistance with technical issues related to your company’s software products or services.

Being a technical support specialist can be incredibly frustrating at times. When customers are calling in with questions that could be easily answered by reading through the FAQs or going to the knowledge base, it is easy to get impatient.

However, as we have covered in this article, there are plenty of ways to make the job easier for both you and your customers, from employing excellent customer service representatives to implementing a technical support desk system that is easy to navigate. You can improve your technical support in many ways. All you need is a bit of effort.