Web based tech support system is a multidisciplinary approach which deals with using computer technology via web platforms to offer support on a particular domain or area of business.
Therefore, web based tech support makes use of computer technology web applications combined with to address support needs of a system or area of business.
So how then is web based tech support system useful to business and what are the advantages engaging the system? Because as a business investor, I may need to understand how the system can assist my business make progress and boost productivity.
Let’s take most of the money we would’ve spent on paid advertising and paid marketing and instead of spending it on that invest it in the customer experience /customer service and then let our customers do the marketing for us through word of mouth.-Tony Hsieh Zappo(Client Heartbeat)
Customer, they say is king in any business hence deserves the best of service and support. Every business first looks out for customer satisfaction before talking of profit.
Because with customer satisfaction, you will need less efforts to advertise your brand or products/services.
The application of web based tech support system to your business therefore ensures that you enjoy some of the following advantages.
- Timely response to customers’ complains
With a standardized web based tech support system in place, there is fast response to customer SOS requests.
For instance, if you imagine yourself being in customer’s shoe while that product you just procured fails to function, yet email request for support or telephone call got no response, you will discover that having such a reliable and efficient web based tech support platform is a must for your business.
- Customers are made happy
When there is prompt response and feedback to customer complains providing him/her with the needed help, it builds customer’s confidence in your business and makes him/her happy with your product and services. The bottom line the customer will advertise your business without you requesting for it.
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- Productivity
One of the greatest features of such support system is that it allows you to take notes and accurate information as well enable you to share with all members of your team.
The advantage this has is that when you run into a complicated task beyond you, you can easily have someone in the loop of the team to handle it since the issue was shared across board.
This helps to get the problem solved on time and increase overall productivity.
- Simplicity
Most web based tech support solutions offer simplicity in terms of customer support. One of the features to achieve this is Frequently Asked Questions (FAQ) which allows a customer to get feedback on some issues already spelt out alongside their answers by the system.
The system can based on familiarity with such questions; include them with their corresponding answers to the FAQ list to help the customers do self-help.
- Cost Reduction
Most web based tech support systems dramatically lower costs thereby saving your business some income because they lower support maintenance costs, reduce number of hands to manage support, minimizes requirements on the end user system and simplified architecture.
It as well helps you to streamline your business operations and guaranty cost cut.
- Cross Platform compatibility
There are often issues of compatibility when it comes to deploying desktop applications. But with web based tech support solutions, the compatibility issues is totally eliminated leaving users with just support issues to manage.
- Simplified Updating System
Because the web based systems are hosted already in a central location, updates are as well done centrally making it easy and fast for all locations to connect and enjoy the features of the new updates.
Some examples of notable web based tech support systems are TeamSupport, Dest.com,Zendesk, Freshdesk,Samanage,Livechat,Help Scout, Vision HelpDesk, Teamsupport.com,Kayako,Liveagent etc.