Business computers are so essential to modern business that there is hardly a company or organization that does not have dedicated IT staff to swap out computers, add hacker add virus protection, ensure you have all the necessary bandwidth you need, monitor the health of computer servers to be sure they don’t go down, and many other procedures.
The problem is the vast majority of IT geeks, live and speak in such technical terms, that they aren’t really much help in walking workers through solving their software problems, and software manufacturers are pretty much in the same boat. Their head is so much in the clouds, that they simply can’t even utter the words, “turn off your computer.” Rather they might say, “we need to do a complete hardware reboot in order to see if the software’s internal structure will correct the problem.”
Tech support is vital to customer satisfaction
As reported by a blog for Super Office CMO Council Report the Chief Marketing Council, a group of over 15,000 executives, technical support and assistance, far exceeded any other category in how companies can improve the customer product experience.
Extreme reliance on tech support outside their company
At the same time, Insight.com reported that while small businesses are increasing spending on both business hardware and software at a rapid pace, 27 percent of small businesses do not have any IT support structure in place.
This means, in essence, they rely on software manufacturers to resolve their problems.
Third-party tech support to the rescue
The above situations are why many software manufacturers increasingly rely on third party tech support specialists like Tech Live Connect for their tech support.
Headquartered in Singapore, they offer levels 1, 2, and 3 software support to hundreds of companies, and have trained engineers and certified tech specialists, who speak English, French, German and Japanese.
Best of all, Tech live support, has strict standards for its employees and does not tolerate anything unethical or shoddy from its support agents and engineers.
Live experts answer the phone, and in case of a major glitch or problem, dedicated ques can be set up so that phone calls from customers experiencing the current glitch can be separated from customers experiencing other problems.
Tech Live Connect agents follow strict process procedures, and all live agents receive detailed training on the software they are supporting.
In particular, support agents are trained to assess the level of technical expertise by callers, and neither speak in too technical terms, for those who have a low level of knowledge and need a great deal of hand-holding, while not speaking in too simplified language to those who are more technologically sophisticated.
Tech Live Connect agents also are trained to determine how deep the problem with the software is and to bump it up to level 2, or even level 3 if the problem is very serious.
In this way, both end-users, as well as manufacturers, get the best technical support level experience possible, and in the case of manufacturers, key personal can concentrate on vital jobs within the company while not worrying about technical support.