Customer support: Difference between revisions
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{{Short description|Service to help customers use a product}} |
{{Short description|Service to help customers use a product}} |
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'''Customer |
'''Customer support''' is a range of [[Customer service| service]]s to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product.<ref name="businessdirectory-definition">{{cite web|url=http://www.businessdictionary.com/definition/customer-support.html|title=What is customer support? definition and meaning|work=BusinessDictionary.com|access-date=2011-03-19|archive-date=2018-07-23|archive-url=https://web.archive.org/web/20180723093204/http://www.businessdictionary.com/definition/customer-support.html|url-status=dead}}</ref> Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed [[technical support]].<ref name="businessdirectory-definition"/> |
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[[Phone]] and [[email]]s are the primary means to offer web-based assistance for your customers when matters do not require an immediate answer. Low-cost, non-intrusive and anywhere-anytime access are some of the advantages of email-based communications. Trouble Ticketing System and [[Customer relationship management|CRM Applications]] help keep track of a series of follow-up correspondence with a particular customer.<ref>{{cite web|url=https://www.itarian.com/ticketing-system.php|title=What is Ticketing System?|first=Ian|last=Murphy|date=November 11, 2021}}</ref> Services offered via email response management is claims processing, polling/media analysis, subscription services, troubleshooting, complaint registrations etc.<ref>{{cite web|url=https://searchcustomerexperience.techtarget.com/definition/CRM-customer-relationship-management |title=CRM Customer Relationship Management explained|first=Ian|last=Murphy|date=November 11, 2021}}</ref> |
[[Phone]] and [[email]]s are the primary means to offer web-based assistance for your customers when matters do not require an immediate answer. Low-cost, non-intrusive and anywhere-anytime access are some of the advantages of email-based communications. Trouble Ticketing System and [[Customer relationship management|CRM Applications]] help keep track of a series of follow-up correspondence with a particular customer.<ref>{{cite web|url=https://www.itarian.com/ticketing-system.php|title=What is Ticketing System?|first=Ian|last=Murphy|date=November 11, 2021}}</ref> Services offered via email response management is claims processing, polling/media analysis, subscription services, troubleshooting, complaint registrations etc.<ref>{{cite web|url=https://searchcustomerexperience.techtarget.com/definition/CRM-customer-relationship-management |title=CRM Customer Relationship Management explained|first=Ian|last=Murphy|date=November 11, 2021}}</ref> |
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[[File:Customer-care-skills.webp|thumb|left|alt=customer support skills|Mind map depicting the skillset required to be a good customer support agent ]]Being a successful |
[[File:Customer-care-skills.webp|thumb|left|alt=customer support skills|Mind map depicting the skillset required to be a good customer support agent ]]Being a successful customer support agent requires a full skillset of abilities that will allow one to communicate efficiently with the customer and provide fast and effective solutions to their problems.<ref>{{cite web|url=https://jobsgreek.com/guide/customer-care-and-customer-support |title=What is Customer Care and Customer Support|first=Jobs|last=Greek|date=December 14, 2022}}</ref> |
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==See also== |
==See also== |
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Revision as of 19:00, 9 October 2024
Customer support is a range of services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product.[1] Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support.[1]
Phone and emails are the primary means to offer web-based assistance for your customers when matters do not require an immediate answer. Low-cost, non-intrusive and anywhere-anytime access are some of the advantages of email-based communications. Trouble Ticketing System and CRM Applications help keep track of a series of follow-up correspondence with a particular customer.[2] Services offered via email response management is claims processing, polling/media analysis, subscription services, troubleshooting, complaint registrations etc.[3]
Being a successful customer support agent requires a full skillset of abilities that will allow one to communicate efficiently with the customer and provide fast and effective solutions to their problems.[4]
See also
- Customer success
- Automation
- Customer service
- Help desk software
- Web chat
- Professional services automation
- Run Book Automation (RBA)
- Technical support
References
- ^ a b "What is customer support? definition and meaning". BusinessDictionary.com. Archived from the original on 2018-07-23. Retrieved 2011-03-19.
- ^ Murphy, Ian (November 11, 2021). "What is Ticketing System?".
- ^ Murphy, Ian (November 11, 2021). "CRM Customer Relationship Management explained".
- ^ Greek, Jobs (December 14, 2022). "What is Customer Care and Customer Support".