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Every product and service needs improvement – it’s part of a brand's growth to be able to perform better and provide the best to its customers without any hesitations. In this tough business world where longevity and growth is the main objective, the priority is always to be able to provide customers with what they need especially when things go wrong.
We all know that no two products or problems are exactly alike, so here we’ve laid out the best tech support tips you need to keep in practice when it comes to dealing with customers.
Integrate 24/7 support through all mediums
In this day and age, there are more ways to reach out to your customers than emails and phone calls. You must also integrate live chat and the now popular social media channels such as Facebook, Twitter, WhatsApp, etc.
Make the most of what is available to allow your customers to reach you through your support team. As part of constantly addressing your customers’ needs, take time also to reply to every comment on your Facebook or Twitter page. From feedback to query, every comment must be acknowledged and answered. So make sure your representatives are versed in using all of the different channels available.
Record your customers’ data and issues
Usually, before you start conversing with a representative over the phone, you will hear a prompt voice informing you that your conversation with a representative will be recorded. It is because the data needs to be stored for future references.
Modern customer support software applications now have the capacity to record any information or issue raised by the customer. In this way, the representative will have the details in front of him and be able to address the last issue if it has been raised once again or resolved.
Encourage self-service
Since we are still in the midst of a pandemic, most representatives won’t be able to come to work – this means that many customers may not be able to speak to support representatives in an instant. Many companies now, more than ever, encourage clients to visit their self-support FAQs. Self-support pages such as that of iManila’s found on https://imanila.ph/help/ allows clients to search for related questions to their concerns and allows clients to troubleshoot at their own time.
Other companies who also promote self-service use other techniques such as by posting video tutorials to solve most common issues. Creating some discussion forums on your website is also a great idea. Customers can interact with each other and get their problems solved in such forums. Remember that your customers will always seek help from you if they’re unable to solve issues on their own. Self-help is the best help.
Train your representatives regularly
Having a team of the best people really helps an organization function better. But it’s always good to note that there is no person who started as an expert without proper training in the beginning.
A refresher training session must be conducted whenever there are any product or service enhancements. Support agents should know the product and process in and out to solve customer issues.
Be active on social media
As mentioned, there are more ways now for customers to reach a representative, and that is through social media. As more and more people get active on social media, so should your brand’s support team. It’s always good to know where your customers are usually active. Make sure to not just be present on social media but to also habitually answer questions posted by customers and participate in discussions.
For more curated actions, have separate resources for handling queries coming through social media platforms such as Facebook, Twitter or Instagram. Answer or acknowledge every question or feedback on every comment coming from your social media pages. Just keep in mind that ignoring a customer’s comment on social media will create a bad effect on your company’s image.
Build a knowledge base
Let’s face it, employees come and go. But the shared knowledge about the products or processes shouldn’t go along with them. It’s a must to compile a knowledge base containing all reported issues and solutions, so that new employees can refer to them and be able to understand for easier conversation between customer and representative. The knowledge base documents should also be updated on a regular basis. Outdated issues should be removed and new ones should be added.
Set your KPIs
In every measured success, there are KPIs set that are very important to know how well a responsibility is given. These are the metrics that are defined as parameters to judge the performance of the team as well as individual reps. Without metrics, performance measurement will be prejudiced. So always make sure to come up with the best metrics to help evaluate your support team.
Always look back to reports and analytics
Reports and analytics are very important for us to always go back whenever we need answers to provide to our customers. These are the conclusions drawn from the reports that can be used for the betterment of customer support.
Just like every other department, technical support is vital in making sure the company functions well from inside the organization to outside customer satisfaction. They are the ones making sure the customer is fully satisfied with products and services a company has to offer.
We at iRepublic, together with our mother company, iManila provide technical support services to help support and answer all of our clients’ inquiries and needs.
We have provided FAQs for you to self-manage your site and at the same time, we are just one phone call away from our tech support to guide you along for a smooth process resolution. But most importantly, if you aspire to create your own website, we are more than happy to teach you to build and start your own site at the comfort of your home. Contact us at info@irepublic.ph or explore more through our website at https://www.irepublic.ph/.