What is level 3 customer support?

Customer support and providing exquisite experiences determine the clients that the business can maintain. While level 1 and 2 support is heavily catered to with a wide range of software solutions, level 3 often falls short.

Level 3 customer support often refers to more technical support, where technical issues and bugs are referred. Technical support is a vital business aspect in solving consumer tech needs, yet there is a lack of investment into resources that help level 3 support deliver the best results.

Understanding support levels

The terms “support levels” and “Support tiers” are often used interchangeably in the SaaS. On the other hand, technical customer support is also regarded as IT support or service desk.

As mentioned above, the service comes in three different levels or tiers, varying in complexity.

What is level 1 support?

It is the first tier of support provided by lower-level support technicians who have a lower grasp of the tech issues and limited access to the firms' information. The primary roles of the operators in Level 1 are to:

  • Answer clients phone calls
  • Collect customers’ data
  • Respond to emails and other social media requests.
  • Conduct questionnaires to investigate the support required.
  • Make a channel for level 2 support (tickets)
  • Provide product information
  • Get solutions to recurring issues such as codes, username, menu navigations, installations, and setup.

Generally, the level 1 support teams offer user solutions guided by the standard operating procedures (SOP). Once there are no solutions as per the instructions, level 1 personnel can forward the case to the level 2 tier.

What is level 2 customer support?

At level 2 support, the personnel receive queries directly from level 1.

The support at this level handles the in-depth troubleshooting and backend analysis.

Initially, a level 2 tier technician goes through the task handled by a level 1 specialist and determines the depth of support given to the client.

Also, they check the customer problem and how long the client interacted with the level 1 agent.

After the overcheck, the level 2 agent initiates a communication with the user to further analyze the issue before digging for a solution. If the agent finds no possible solution, they forward the query to level 3 support technicians.

Level 2 support techs possess a more outstanding and deep knowledge of the company's products and services and vast experience in troubleshooting. Also, they have more experience serving the business, training, and accessing its information.  

What is level 3 customer support?

It is a level of support that requires subject matter experts. Level 3 support comprises of following experts and specialists:

  • Architects
  • Engineers
  • Creators

The listed supports personnel have access to the top levels of information concerning the products and services by the company. They can also offer solutions to a wide variety of support-related problems. At level 3 support, technicians seek to define the root of the problem.

They do so by investigating the code and features in a lab setting. After identifying the problem, the team may forward the findings to the company to make changes to their products.

Also, the information is passed down to tiers 1 and 2. When establishing a level 3 support for your firm, you’ll need specialists informed in creating a product.

What is level 0 customer support?

Level 1 through 3 tiers works on human help or intervention. Before human intervention comes in, the level is described as 0. Here, users get information via specialized software with inbuilt applications with spaces such as FAQs and search slots.

Tier 0 depend on web developers' knowledge and expertise that build such applications for companies.

Support 0 requires admins who constantly follow the customer forums for comments and requests.

Also, it's worth including the technical customer support at this level and ensuring that the user information is up-to-date. When the clients fail to get clear instructions from this level, they turn to level 1 support.

Overview of customer support levels

Customer Support Levels

Challenges that companies undergo in delivering level 3 support

The representatives comprising of these teams bring the face of your company to the clients. Mainly handling the customer and determining whether or not the client will return. That means it's vital your agents get prepared.

Here we check into the most prevalent customer support challenges that your firm may undergo and how to solve them.

Lack of specialized software solutions

Your users are committed. They expect you to address their problems on whatever communication channels they find suitable for them. If your customer service team lacks the necessary specialized software to reach out to the clients, the support process gets slow and frustrating.

For instance, if your customer support agents have to spend time hunting for basic information like console logs, networks, operating systems, etc. That means making customers wait, and constant back and forth communication where information is often lost.

Using the essential customer engagement software will help you address your users needs more effectively.

For level 3 support, there is a lack of specialized software, which leads to most teams creating their own solutions using a patchwork of different tools, like HotJar, LogRocket, Zoom, etc. This is exactly the issue Fullview was designed to solve.

Lack of tools to log bugs and reports automatically

Of course, different companies would require different processes. Therefore, the bigger your company, the more detailed your reports.

But why do your agents need bug reporting tools?

  • Find issues raised by customers earlier.
  • Get all issues in the app.
  • Prioritize issues and make programs.
  • Record the issue for the team to make a decision
  • Find out who’s responsible for the matter or where to forward it.
  • Find a solution regarding the issue
  • Make a cross-check and determine whether it's correctly fixed.

Fullview gives your product teams and developers all the context they need to start supporting users, debugging and building better products and features.

Customer support workflows not in line with the user Journey

It's the company's work to map out the user's support workflows. Bottlenecks or breakdowns go unnoticed when this is not done.

What happens if your customers run into various issues along their journey? Most likely, they'll abandon everything.

If you haven't built a customer journey, it's time you mapped every detail.

Ensure that you get into every touchpoint your client goes through on your conversion route. Each touchpoint must give access to customer support whether in the chat-box, zoom, or live chat.

Don't forget that each support point must conform to the customer's needs. For instance, if you know that your clients often question during check out, your chatbot should automatically offer the answers.  

Not meeting the expectations of your users

Like everything else, customer expectations constantly change, and you'll need to understand them clearly to satisfy them.

Besides, understanding the client's journey in their interaction with your brand is what they require from you.

You can conduct customer surveys, make a chat log review, or get direct feedback from people using your products.

Improving your service to the users doesn't mean an overhaul of your entire strategy. Ensure you are making those small steps day-by-day. Though they may seem insignificant, they add up to a big deal overtime.

Keep a single step ahead each time. Previously, a simple chatbot was enough. Today, you need an omni-channel system to get it done.

Lack of customer centricity

As your business keeps expanding, it's easy to lose customer-centricity, which is the art of placing the customer at the center of your venture. Such a mistake has seen many businesses go down.

This brings us to the next issue: the internal barriers that lead to behaviors distracting the venture from establishing a customer-centric culture.

Typically this happens when different teams at the organization are siloed, and lose track of what a good customer experience is.

Here are some tips to help your business back on track.

  • Strengthen communication systems between different levels in the organization.
  • Continually communicate with your customers by sharing your company's goals. It helps paint a holistic picture before your clients.
  • Empower your service personnel with the right software tools and training that propel customer growth.

Establishing a solid technical customer support team is hard, especially when your organization grows. Developing the structure is the first thing. So make sure you've identified your requirements and circumstances.

Once you've developed a viable support structure, establish how you can continue to assist your support staff in creating a satisfactory customer experience.


Emma Bakh

CX Manager