technical support

technical support

When it comes to technical support, determining the right number of staff members you need can be a tricky task. On one hand, you want to ensure that you have enough staff members to handle customer inquiries and resolve technical issues in a timely manner. On the other hand, you don’t want to over-hire and end up with unnecessary costs.

  • Volume of support requests: The number of support requests you receive will impact how many staff members you need to handle them. You may need to increase staff if you are receiving a high volume of support requests or decrease staff if you are receiving fewer requests.
  • Level of complexity: The complexity of the issues being reported will also impact how much staff you need. If you are receiving a high volume of complex issues, you may need more staff to handle them.
  • Service level agreements (SLAs): If you have established SLAs with your customers, this will impact how much staff you need. For example, if you have committed to responding to all support requests within a certain timeframe, you will need enough staff to meet those expectations.
  • Available resources: The resources you have available to you, such as tools and systems, will also impact how much staff you need. If you have efficient systems in place, you may be able to handle more support requests with fewer staff members.
  • Your future plans: Do you have any growth plans? If you’re planning to expand your business in the near future, you’ll need to plan for additional staff members to handle the increased workload.
  • Channels you work on: Another important factor to consider is the channels through which you receive customer requests. If you have a multi-channel support system, you need more staff members to handle the increased workload.
  • Your budget: Finally, it’s important to consider the cost of hiring additional staff members. While it’s important to have enough staff members to handle customer inquiries and technical issues, it’s also important to ensure that the cost of hiring additional staff members doesn’t outweigh the benefits.

By taking all of these factors into consideration, you can make an informed decision about the number of technical support staff you need to ensure that your customers are getting the support they need. You will also need to assess your current and future support needs. It may also be helpful to track and analyze data on your support volume and complexity to inform your staffing decisions. Learn more about it here

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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”.

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