7 Tips to provide better tech support for your users

Tips to provide tech support for your users:


What is technical support?

Technical Support or tech support is the process of delivering services by the companies to the customers for products such as software, hardware equipment, electromagnetically products or other electronic devices delivered over telephone, email or using any special software extensions that is used as the intermediary platform between the end user and companies. Technical support is usually delivered by the experts in solving the common issues related to the products or other issues instead of giving them training on how to use the products. If the issues cannot be resolved by the tech support team, then it gets escalated to the development team. It is also known as a help desk or a support desk.

Types of technical support: 

  • Issues related to the payments done by the users to the business or business to the third party. 
  • Software issues
  • Hardware issues
  • Monitoring servers or equipment-related issues

The technical support functionalities are classified into three types: level1, level2, level3 support which comprises a team of experts or technicians. They are put into the levels or teams depending upon the qualifications, experience and knowledge base they acquire.

L1 technical support:

  • The Level1 technicians is the first level of support delivered through chat, phone and email dealing with issues that can be solved through control panels. The level 1 technicians’ knowledge base is limited, so they can resolve only primary issues.
  • Talking to the clients, generating tickets, knowing the issues from the user side are basic responsibilities of the level 1 tech support.
  • Here the tech support team can resolve issues like uninstalling issues, troubleshooting issues, basic product issues, password reset, address issues and others.
  • The level1 technicians will be trained enough with the basic knowledge of the product, its usage and how to handle customers.
  • If the level of customer issues is related to a technical one, then the ticket will be redirected to the level 2 or level 3 experts.

Level2 technical support:

  • Level2 technicians are more qualified and experienced people compared to the level1 tech support team.
  • Level2 technicians solve problems, handle the tickets raised by the level1 team, raise tickets to the level3 if they are more technical or high-level issues,
  • Issues like server back-end process, front-end issues can be resolved by the level2 tech support team
  • Most of the issues are resolved through the chat

Level3 support:

  • The Level3 tech support team is also called a development team that deals with core technical product issues.
  • Compared to the level1 and level2 tech people, level3 are highly skilled professionals and experienced candidates.
  • Level3 tech support team deals issues related to coding and other complex issues related to system management, network issues, cloud management that require more technical skills.
  • They can control the DC level operations, product designs, code or requirements, replication issues
  • Level3 support team will handle tickets raised by the level1 and level2 issues apart from their responsibilities.

Pranathi software solutions provides all the L1,L2,L3 support services to our clients across the US by our expert teams who are highly qualified and have excellent problem solving capabilities thus rendering 100% satisfactory service to our customers.

How to contact us?

You can contact us using a simple and user-friendly proper ticketing system delivered 24/7 by our tech support team.

Visit our website www.pranathiss.com

Seven tips to provide better tech support for your users:

  1. Manage and maintain multi-channel ticketing system platforms to connect more and more users.
  2. Train your tech support team perfectly so that they can manage and resolve any type of customer issues.
  3. Provide a self-service option to the customers so that they can avoid hold-ups on issues with the business.
  4. Learn to be more patient with your customers
  5. Connect with the customers with the social channels like Facebook, WhatsApp and other popular social platforms.
  6. Provide live support and Offer 24/7 customer support.
  7. Encourage your tech support team with good incentives based on their performance that can be observed through the recordings done between users and the business.

These are a few tips that help any business to increase their productivity by involving a good tech support team.

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