What is the difference between customer support and technical support?
difference between customer
Although both customer support and technical support focus on the customers, there are certain key differences between the two. In order to provide the best customer service, you need to get the hang of the differences between the two.
Keep on reading to find the key ways in which they differ:
1. Agent Skills
A customer support agent should possess exceptional communication skills, patience, empathy, and unique problem-solving abilities. Their key competencies center on enhancing the customer experience while finding quick solutions for problem areas.
While excellent communication skill is a must-have, technical support agents must need to be proficient in technology and have the ability to impart that knowledge, to ensure the right delivery of support.
2. Support need
Irrespective of industry or size, having a customer support team is a vital cog in the machine for every organization. However, a technical support team is only needed for businesses selling hardware or software products.
While technical support issues are typically post-buy-related, customer support issues can occur before, during, or after the purchase of the product.
3. Service Goals
Both customer support and technical support have a shared goal of fast and efficient query resolution.
The key goal of customer service representatives is to make sure that customers are happy with the business products or services and that they are having a positive experience.
Customers when they reach technical support expect a clear solution, and so providing is their primary goal. They seek to find the right solution promptly, so the problem can get resolved once and for all.
4. Service Availability
Any customer who needs it can reach out to customer support. Whether they have billing issues or queries about products, they can reach support on their preferred channels.
On the other hand, only customers who actively request it or are identified to be in genuine need of it can typically access technical support.
Customers who are facing technical issues and find the need to get specific help can call in for tech support. Similarly, if a customer support agent sees a technical angle in a customer query, he can route that to the technical support team.
Conclusion
By recognizing the unique roles of customer support and technical support, organizations can develop strategies to meet their customers’ diverse needs effectively.
To wrap your head around complex customer support concepts, read through our CS knowledge base.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.