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Why is it worth having online technical support?

PUBLISHED ON 30 MAY, 2014

Many companies make a mistake when they establish a call-center, but forget to think of technical support besides the normal customer’s helpdesk. Although, technical support seems complicated and difficult to arrange at the first sight, this kind of service has a lot of advantages. With a small investment, online technical support chat can save great sums of money for your company.

The quickest way of problem-solving

The first and perhaps the most important advantage of having a live technical support chat is simply that you can easily handle the customer’s problems, without having to leave even your comfortable desk. This saves a considerable amount of money and a lot of time and makes your company more trustable in the eyes of your customers.

Many of the troubles which customers have with their gadgets are very easy to solve. Sometimes there is only a combination of key’s, a removal of loosened part, or some crazily simple advices can help, even in those cases when it seems the customer should turn to one of the service centers. In these situations being able to solve the problem online means that there is no need for the customer to take or post the device to get it mend, and it does not requires administration and long process of finding errors from your side.

Quick problem-solving means that customers do not have to wait days to use their devices again. The fact that they can personally contribute in handling small emergencies gives them the feeling of security and the feeling of being treated as partners. All these help to maintain your company’s good reputation and can help to get more and more satisfied customers around.

Dramatic reduction of cost

Once you have established an online customer support service, having also technical support included does not require too many investments. After having the technical background once set, you have two choices: either have your existing staff trained for serving as an online technical support chat operator as well, or simply hiring new employees to fill the positions. After having it done, you are going to experience how the work of the service is becoming smother and smoother.

As you do not have to collect, carefully examine, store, ship and maintain the devices in which problems occurred you can save plenty of the costs. Besides, services can get rid of a serious amount of work too, which also reduces the amount of money you should spend.

Outsourcing also helps

Another good idea to save on call center and service costs is outsourcing call center services. In these cases both customer support chat and live technical support operated by a company which is specialized on these kinds of services. Trusting someone to operate a call center for you is often a good idea, because it can mean further reduction of costs.

Those companies who provide online call center services for others usually have deep experience in this field. They are able to provide a technical and human background for your service – and usually these outsourced call-centers are far more flexible than those, arranged by directly the company they belong to.

As a result of this, call-center outsourcing has two types of advantages. On the one hand they have all the good sides of a technical support chat, besides they enable you to provide this kind of service in a cost-efficient way.

As you might see from the above, technical support chat has several advantages and enables you to reduce your costs considerably. Therefore it is worth to examine your opportunities of arranging such services: this is the easiest way of saving money on service and maintenance, and, as a result of being absolutely not costly, it does not hold so much risks for your company.

Categories: Customer care, Blog, Contact Center Outsourcing, Outsourcing Call Center Services, Support online

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