Technical Support: The Basics

Technical Support: The Basics

Technical support is a type of customer support that helps customers with technical issues related to a product or service. 

Technical support can be provided over the phone, online, or in person. Most companies have some form of technical support available to their customers. But it’s especially associated with SaaS companies. 

Why is technical support so important in SaaS?

SaaS companies — or really, all companies in general — are typically looking to do three things: win new customers, keep those costumes around and eventually have those customers buy more. 

In order to do this, something that is crucial is eliminating any and all friction so you can demonstrate your value clearly. Technical support is an essential part of this equation. 

Without it, many customers would be left frustrated and unable to use the product or service they paid for. Technical support is also important because it builds trust between the customer and the company. If a customer knows that they can reach out to the company for help if they are having trouble, they are more likely to buy from that company again in the future. 

What are the different levels of technical customer support?

There are three tiers of customer support depending on the complexity of the query and who is involved in solving it: 

Level 1 Support

Level 1 support is the most basic level of customer support. Representatives at this level are typically responsible for answering simple questions, such as how to install a product or how to use a specific feature. They may also be responsible for troubleshooting simple problems.

Level 2 Support

Level 2 support is more advanced than level 1 support. Representatives at this level are typically responsible for answering more complex questions and for troubleshooting more complex problems. They may also be responsible for escalation, which is the process of forwarding a customer's issue to a higher-level support team.

Level 3 Support

Level 3 support is the most advanced level of customer support and typically involves developers or SMEs (subject matter experts) getting involved. Representatives at this level are typically responsible for answering very complex questions and for troubleshooting very complex problems or bugs. They may also be responsible for developing new solutions to customer problems or deploying fixes to issues that customers report.

What are the different kinds of technical support?

There are a couple of different kinds or ways of delivering technical support and most companies use a combination of several of these: 

Phone support

This is when customers call a company’s customer service number and speak to a customer service representative who can help them troubleshoot their problem. 

Email support

This is when customers email a company with their question or problem and someone from customer support replies with an answer or solution. 

Live chat support

This is when customers chat online with a customer service representative in real-time. Chatting is often faster than emailing because the customer does not have to wait for a response. It’s an increasingly common way to offer technical support because it is flexible for both the customer and the company. You can, for example, make use of chatbots to automate some processes, which is always helpful in reducing support burdens. However, it’s important not to get too crazy as people still prefer talking to humans

In-person support

This is when customers go to a physical location, such as a store, and speak to someone in person about their problem. This isn’t super relevant to SaaS companies because they typically offer support through online or phone channels. 

Cobrowsing

It’s newer, but it’s increasingly becoming the gold standard when providing technical support to customers. Cobrowsing allows a support agent to remotely gain control of a user’s screen and control it as if they were in the same room as the user. That means they can click on buttons, navigate to different pages, submit forms and use drawing tools to draw and highlight on the customer’s screen to draw their attention to important information. Fullview’s cobrowsing solution is fully GDPR-compliant and completely secure with customizable data privacy controls. 

Why is cobrowsing such a good way to deliver technical support?

A lot of the time, technical support queries are much more complex that your garden-variety customer issue. What compounds this is that typically, the people you’re going to be providing support to aren’t necessarily technically savvy or able to explain what their problem is. They may even struggle to follow instructions on how to solve it if it’s particularly complex. That’s where cobrowsing, in connection with session replays and console logs, comes into the picture. It makes it easier on both the support agent and the customer by bypassing the long back-and-forth explainers and all the frustration of failed troubleshooting events. 

Conclusion 

Technical support is an important part of any business that sells hardware or software products because it helps eliminate friction, demonstrate value and build trust between your company and your customers. And though it often deals with complex customer queries that have a tendency to get frustrating for both the agent and the customer to resolve, technology like cobrowsing, session replays and console logs have made that process easier and smoother than ever before.

Author

Shifa Rahaman

Content Marketing Manager

Contributor