The roles of both customer service and technical support are significant in organizations. Nevertheless, there are important differences between the two. Keep reading to find out.
What is technical support?
Technical support can be defined as user-friendly assistance for individuals having technical problems with electronic devices. The main emphasis of technical support is to resolve a technical problem in the fastest, most cost-effective means. These are either apparent or actual deficiencies with the service or product the customer is seeking support for. That is why it behooves the technical support engineer or representative and the company to:
- Determine what is not functioning properly
- Resolve the issue as quickly
- Maintain a friendly and supportive attitude
Mostly, the mark of satisfactory achievement is that the customer does not have to contact support again.
What is customer service?
Customer service emphasizes the customer experience. Customer service can be defined as the range of services provided to assist customers in making cost-effective and correct use of products. A customer service representative can take a more proactive approach to support and initiate communication with customers. Prominently, customer service does not have to be technical in nature.
Differences between technical support and customer service
Technical support refers to assistance provided to customers who require help with technical products like hardware and software. Alternatively, customer service is a set of practices that seek to guarantee that every single interaction between a customer and a business is pleasing to the customer. The common misperception between these two terms stems from the fact that technical support representatives will need good customer service skills to excel at their job. Nevertheless, that is not exclusive to them. Any staff who have direct interaction with customers will need good customer service skills as well. This comprises sales staff, customer support staff, cashiers, and marketers. Offering technical support to your customers would be part of your overall customer service strategy.
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