These two terms get frequently misunderstood when grouped together. Some people often use the two terms interchangeably. These two terms, on the other hand, could not be more dissimilar. Understanding the differences between these phrases may assist you in improving your assistance tactics.
Customer service, in its broadest sense, is concerned with the customer’s experience and interactions. Technical support is more concerned with resolving the customer’s technical concerns. Let’s have a closer look at the details to gain a better understanding.
Customer service takes a distinct approach, focusing on the customer’s experience. According to Business Dictionary, customer service is defined as:
“Range of the services provided to assist customers in making cost-effective and correct use of a product.”
This means that a customer service agent can be more proactive in providing client support and initiating contact. Notably, customer support services do not necessarily have to be technical.
The following is a definition from the Business Dictionary of technical support:
“User-friendly assistance for individuals having technical problems with electronic devices.”
Technical support is primarily concerned with resolving a technical issue or problem. As a result, technical support is not supplied to all clients but rather to those who specifically want it.
Technical Support staff are typically well-trained and skilled in understanding the ins and outs of hardware and software products. The higher the expertise level for Technical Supports representatives, the more sophisticated the product or service that a company can offer.
Outsourcing customer support
Customer support outsourcing services entail entrusting the hiring, training, and management of your customer support team, as well as the day-to-day operations of your customer service channels, to a third party or outside partner.
Why would you consider outsourcing your customer service?
First, determine whether an outside company can handle the work more efficiently than you can or whether you lack the cash or personnel to do it in-house.
Guiding Principles for Outsourcing your Customer Service:
|1. Know the right time to outsource
|2. Make the most out of the outsourced customer service
|3. Ask for quality
|4. Make sure to exceed expectations
|5. Look for social media customer service
Outsourcing technical support
Most firms provide technical support to their clients to assist them in dealing with technological or software challenges. You employ a third party to handle technical assistance for your company’s goods and services when you outsource technical support. This frees you to concentrate on other vital tasks that will help your company expand, such as designing a new product.
Is Technical Support Outsourcing the Right Choice for You?
Your clients will have access to quick and straightforward resolutions across many channels if you do technical support outsourcing. This might include anything from virtual assistant-supporting mobile apps to an email support help desk or even contact centers where customers can speak with an actual customer service representative.
Benefits of Outsourcing
The benefits of outsourcing customer support and technical support are as follows.
- Outsourcing is cost-effective.
- The benefit of outsourcing is that it boosts your company’s overall efficiency.
- Outsourcing enables your business to expand its resources.
- Outsource providers frequently have excellent insights on how to avoid potential dangers to your organization due to their specific abilities, making it easier to avoid hazards without having to do it all yourself.