How to provide tech support to non-tech savvy users?
provide tech support
Providing technical support to non-techie users can be tricky. To start with, the customer has limited technical knowledge, and to top it off, they may be already frustrated since they had to reach out to specialized support i.e. tech support.
As a technical support agent, you may have all the technical expertise, but dealing with non-IT customers is different. This is challenging, especially given the lack of a layman equivalent for many technical jargons. But with the below-mentioned ways, you can get the knack of it.
Get to know the level of their IT knowledge
On the starting level, assume the user’s technical knowledge is of a basic level. In the course of interacting with them, you’ll learn more about their level of IT knowledge and whether they can grasp things easily. You can ask the customer directly what they know and don’t know to gain the right insights. From here, you can pick up the language and tone that suits their knowledge.
Choose the right words
Technical support representatives, like many other industry professionals, might get accustomed to using the technical terms of their work in support interactions. If you throw jargon at your non-technical customers, they may get confused and more irritated.
While dealing with non-tech savvy people, reduce the use of technical jargon and use common English words. Relate technical concepts to real-world analogies that are familiar to non-tech-savvy individuals, making it easier for them to grasp complex ideas.
This way you are using a language that both parties can understand.
Acknowledge the impact
If you put yourself in the customer’s shoes, you’ll understand the impact of the issue on them. While it may be trivial for you, it can be headachey for them. Regardless of the fix level, the issue has already had a negative effect on them, and that’s why they choose to contact tech support.
So, acknowledge their problem, show empathy, and give your best to solve it efficiently.
Seek visual aid
Many times people understand things better with visuals. You can use this tactic to help customers with little technology know-how. Leverage video tutorials, screenshots, infographics, flowcharts, and others to convey the technicalities in an easy-to-understand manner.
Build a self-help section
By providing a comprehensive repository of step-by-step guides, frequently asked questions, and troubleshooting tips, non-technical users can easily access relevant information tailored to their specific issues. This not only reduces the reliance on support staff but also fosters a sense of empowerment and confidence in users as they navigate technology-related challenges on their own.
Final Words
Providing tech support to non-tech-savvy users requires a thoughtful and patient approach. By following the strategies outlined above, technical support professionals can effectively assist non-tech-savvy individuals in navigating and resolving their technology-related issues.
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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”.