Providing Technical Support vs. Customer Service
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One of the benefits of having an online business is that you don't have to deal with a store front, inventory, packaging, shipping, and many of the other aspects of running a 'bricks and mortar,' business. When you sell goods and services online whether they be software, courses, videos or eBooks that customers purchase and download, you will need to provide both technical and customer support.
Technical support:
Technical support refers to the support that your customers need in order to access and use the products that you sell online. If you are selling software, there will be operating system compatibility issues, differences in how certain aspects of the product work in the various browsers, some users will have difficulty downloading and viewing videos, etc. If you are selling a digitally downloadable product you will have to provide technical support for any question that your customers will come up with.
Technical support can be as basic as a FAQ (frequently asked questions) list and an email address, a dedicated telephone number where they can call and get a recorded message and a call back, or speak to a live technician who can help resolve their issue or respond to a trouble ticket.
Technical support staff must also have some basic customer service training, and have some authority to resolve customer issues and keep your customers happy and coming back.
Customer service:
The customer service representative is the face of your company to the customer. When one of your customers has a problem with a product, or a billing question, or a question regarding the use of the product that is outside of the realm of tech support, the customer service rep is the person who will resolve the issue and make sure that the customer is pleased.
The customer service rep works through your trouble ticket system, email, and telephone to satisfactorily resolve any issues that the customer may have with your company's products or services. The customer service rep needs to have enough latitude and authority to be able to resolve disagreements with customers without the need to escalate the issue to those higher in authority in order to save the customer's time.
You will discover that your company's reputation will depend on the quality and level of service that you provide for your customers. Your reputation will also have an impact on company branding in the marketplace, so having well-trained, responsive, and friendly customer service reps with the authority to resolve any issue they are presented with will help to make sure that your company maintains a spotless reputation and maintains its brand integrity.
Both technical support and customer support both play an important role in your company. Whether you fulfill these roles yourself in the beginning and then outsource them as your company grows, these functions cannot be ignored if you want your business to grow and flourish. Technical and customer support are two ways that your company interacts directly with your customers. If their experience is a negative one you can lose a customer forever, but If their experience is a pleasant one you can cement customer loyalty.
Internet marketers can find lots more information about selling information products online when you visit, http://www.mcreasite.com/blog. Come and discover how you can make money online while saving time and effort by using proven systems and productivity tools.
Technical support:
Technical support refers to the support that your customers need in order to access and use the products that you sell online. If you are selling software, there will be operating system compatibility issues, differences in how certain aspects of the product work in the various browsers, some users will have difficulty downloading and viewing videos, etc. If you are selling a digitally downloadable product you will have to provide technical support for any question that your customers will come up with.
Technical support can be as basic as a FAQ (frequently asked questions) list and an email address, a dedicated telephone number where they can call and get a recorded message and a call back, or speak to a live technician who can help resolve their issue or respond to a trouble ticket.
Technical support staff must also have some basic customer service training, and have some authority to resolve customer issues and keep your customers happy and coming back.
Customer service:
The customer service representative is the face of your company to the customer. When one of your customers has a problem with a product, or a billing question, or a question regarding the use of the product that is outside of the realm of tech support, the customer service rep is the person who will resolve the issue and make sure that the customer is pleased.
The customer service rep works through your trouble ticket system, email, and telephone to satisfactorily resolve any issues that the customer may have with your company's products or services. The customer service rep needs to have enough latitude and authority to be able to resolve disagreements with customers without the need to escalate the issue to those higher in authority in order to save the customer's time.
You will discover that your company's reputation will depend on the quality and level of service that you provide for your customers. Your reputation will also have an impact on company branding in the marketplace, so having well-trained, responsive, and friendly customer service reps with the authority to resolve any issue they are presented with will help to make sure that your company maintains a spotless reputation and maintains its brand integrity.
Both technical support and customer support both play an important role in your company. Whether you fulfill these roles yourself in the beginning and then outsource them as your company grows, these functions cannot be ignored if you want your business to grow and flourish. Technical and customer support are two ways that your company interacts directly with your customers. If their experience is a negative one you can lose a customer forever, but If their experience is a pleasant one you can cement customer loyalty.
Internet marketers can find lots more information about selling information products online when you visit, http://www.mcreasite.com/blog. Come and discover how you can make money online while saving time and effort by using proven systems and productivity tools.