Omega Blog

Technical support becoming essential to customer experience

Posted on 20 August, 2013

IT departments typically don't view themselves as essential customer service tools, but they can have a significant impact on customer satisfaction and retention.

InformationWeek reported that IT departments are becoming more integrated with customer service every day. Software, data analysis programs, mobile devices and other technology-specific products can create challenges for patrons lacking the right skills or knowledge. When something goes wrong or breaks, they turn to the company that sold the item to fix the problem.

This is particularly true in the B2B sector, where Software-as-a-Service products are designed to streamline business processes and boost operational efficiency. Problems with SaaS or other technical purchases could end up costing firms millions in lost productivity. These situations need to be resolved immediately, which often involves reaching out to the product's creator.

Unfortunately, it can be challenging for IT workers to find the right balance of soft skills needed to manage conversations and the technical competence required to identify and solve problems. InformationWeek noted that this is often a result of a lack of comprehensive training. Businesses know that their employees needs a deep understanding of their products to troubleshoot software or hardware issues. However, focusing exclusively on technical aspects can leave customers with the impression that staff members are cold, distant and rude.

Improve services by engaging IT workers
Engaged employees are able to offer friendly services without sacrificing technical knowledge. When IT departments understand that they may be the only ones able to help clients,  they may be more willing to offer assistance. The right attitude from technical support teams can lead to better customer experiences, which may boost sales. For instance, entrepreneur Ron Burley told the source that his team was able to secure a big software deal by helping a customer fix a problem that wasn't related to his firm's product.

Many businesses struggle to provide strong customer service because they become too focused on controlling interactions. The Guardian noted that firms often log each interaction to monitor employee performance. Rather than focusing on the customers, organizations are trying to control their workers by providing scripts and rigid guidelines. Giving staff members the flexibility to find innovative solutions will contribute to stronger customer experience management strategies.

Boosting customer loyalty requires employee engagement programs that empower employees to resolve problems effectively and provide consistently superior customer service. Omega Management Group's certified CEMPROSM program provides employees with the knowledge and tools needed to establish successful customer service strategies.