In the age of productivity hacks, business communication software is increasingly sought-after by large organizations, SMEs, and startups alike. With good reason, too. All-in-one solutions, for example, provide companies of all sizes the capability to boost everything from internal communication, team collaboration, and even customer success.
Tech support is no exception. In a world driven by tech, timely, efficient, and effective support can mean the difference between high-performing and floundering teams, customers and ex-customers, profitability and… well, do we really need to go on?
If you’re not employing a business communication software, or you are and you’re not using it as a tech support solution, you could be doing your stakeholders a major injustice.
In many instances, business communication software can improve tech support. Here’s how!
As more and more organizations are made up of distributed teams and remote workers, providing prompt and effective tech support in a way that maintains both the productivity of workflows and the security of internal data and information is increasingly difficult.
The speed of communication directly correlates to the efficiency in which issues are addressed and resolved. Yet team members often don’t have the luxury of paying an in-person visit to tech support.
Efficient channels of communication are key. An effective business communication software helps not only to prevent internal processes from breaking down, but to optimize the standard of tech support necessary to keep teams performing at a high level.
There’s no shortage of screen sharing options on the market, let alone use cases, to boost teamwork and collaboration around the office. As traditional office settings continue to change, though, screen sharing’s original purpose – tech support – has never been more useful.
IT specialists and team members often operate from different physical locations. At other times, technicians face workloads inopportune to physically visiting the employee in need of support.
The ability to share a given computer screen, as well as provide technicians remote desktop access, bridges these gaps; saving not only time and effort on the part of each employee involved, but valuable company resources, as well.
Using screen sharing and remote desktop access conjointly provides a direct interface between the technician’s work station and the end user’s desktop, leading to quicker resolutions and clearer explanations.
Pairing screen sharing capabilities with real-time communication like text chat and voice and video capabilities allows you to simultaneously walk through explanations verbally while showing steps visually; streamlining onboarding processes, tutorials, troubleshooting, and more.
Contacting tech support is usually a last resort. And that’s not by chance. Spending time on the phone or composing a wordy email, trying to convey your message in a way which is clear to tech support, and then trying to decipher the response can be a nightmare.
Offering a wide range of benefits – like boosting collaboration and helping you electronically manage invoices and receipts, to name a few – screenshots also lend themselves to clear and visual explanations, saving all parties involved time, patience, and a little sanity.
By sending a screenshot of the error message, problem, or point in question, you provide tech support not only with an instant visual representation of the issue, but important supplementary information like device, operating system, and browser information.
Support can then mark up the screenshot and return it, providing you a visual demonstration of the necessary solution or steps to take; all with just a few clicks, minimal navigating, and no wordy emails to decipher for each party involved.
What’s more, incorporating screenshots into the tech support process via a business communication software:
12 hours and 10 minutes. That’s the average email response time for customer service inquiries.
For tech-related support, that’s a long time to wait. What’s more, as 53% of customers would prefer chatting before calling, it’s apparent that customers expect not only a faster response, but one that meets them on their preferred channel of communication.
Live chat, for instance, is preferred by customers as it:
In addition, the extra seconds afforded by live chat to formulate more thoughtful responses, as well as the ability to link to FAQ databases and supplementary information, provide customers more accurate and effective tech support.
Live chat solutions, such as that offered by Brosix Instant Messenger, don’t just provide customers a tech support option that’s timely, familiar, and efficient, though. They afford you greater management of and control over the support process.
As you can see, business communication software isn’t just for streamlining internal team communication and collaboration.
Today’s all-in-one solutions can improve tech support, as well, by featuring:
By examining your organization’s support-related processes, and utilizing these channels and tools to their maximum power, you can begin to improve tech support today.