Almost all modern companies actively use IT tools. But for most of them, IT is not a core business, so many companies prefer to outsource the entire infrastructure or its individual parts. But if the transfer of maintenance of servers and services to the contractor has become a common practice, then the transfer of technical support for users to outsourcing still raises a number of questions. Is it necessary to organize technical support? If so, why outsource it if you can do everything yourself? What is the benefit to the customers themselves? Well, let’s figure it out in order.
Technical support covers a whole range of services aimed at helping users. This is the bridge that connects the service provider and its consumer. The consumer contacts technical support to get information about a product or service, ask the right question, clarify the details of cooperation or solve a problem.
The presence of technical support service is a sign of a serious company that cares about its customers, and therefore, about its own reputation. A hotline, feedback via email or an online form on the company’s website are all examples of technical support.
Despite the seeming simplicity, the implementation of technical support is a complex and time-consuming process. As a rule, a special IT department is allocated for it, processing a huge amount of information and using a lot of equipment and software for this.
And this is where a dilemma arises. On the one hand, the presence of a technical support service plays into the hands of the company, increasing its reputation and user loyalty. But on the other hand, the maintenance of full-time specialists is eating up a big hole in the budget. Employees still need to be found and trained, jobs must be created for them, hardware and software must be purchased, a database must be set up – it’s still a hassle! To make things easier for themselves, many companies choose to outsource technical support.
At the first stage of cooperation, all possible information about the campaign is collected, which is presented by specialists. Then, all the details are discussed with the customer, the features of customer service processes, and other distinctive aspects of the company are discussed. A discussion is underway regarding the answers to the most frequently asked questions from clients.
A discussion of all the nuances that will allow competent communication between specialists and clients is being held. The volume of potential customers and their interest in specific goods and services are determined. As a result, a specific communication plan is drawn up, allowing each client to receive the information he is interested in.
▪️ Organization of the first line of support (Service Desk)
▪️ Receiving and processing calls, letters and other requests from users
▪️ Remote IT maintenance and support of server infrastructure, services and applications related to technical support
▪️ Creation of a single database for all requests
▪️ Providing reports on user requests which may give a possibility to prioritize the features backlog based on a customers needs
▪️ Companies for which IT is not a core area of work and the activities of employees are focused on completely different areas.
▪️ Companies that use numerous services and software in their work, solutions for automating work processes, etc.
▪️ Enterprises whose employees are not competent in solving problems with the equipment and software they use in their work.
From an economic point of view, attracting an outsourcing company allows the company to significantly reduce costs. Since technical support is outsourced to a partner, the company eliminates the need to hire, train, and maintain its own employees. Downsizing of staff leads to a decrease in the total payroll and other expenses such as vacation pay, insurance, and office rent. This, in turn, reduces the cost of social security contributions and tax payments.
Outsourcing technical support allows you to concentrate all your attention on the key processes that bring you profit and business expansion. For example, you have an antivirus software business. By outsourcing technical support for your product, you can focus more on advanced cybersecurity technologies, streamlining product delivery processes to the end-user, and studying the online security market. In turn, the outsourcing company will take over its own core business, namely technical support.
For a company that provides technical support outsourcing, this type of activity is the main one. Therefore, it can afford to devote much more time to all aspects of tech support – from the special equipment of employees to their deeper professional training and the use of the experience of many specialists. The company less often has such quality level towards their non-core activities.
Customer retention is a key business task, the solution of which directly depends on the increase in the company’s income. As you know, a customer satisfied with the quality of service is more likely to make a repeat purchase, and a disappointed customer will turn to a competitor. Deep knowledge of customer service standards, constant training, as well as competent control of the service quality help outsourcing company leaves your customers satisfied.
Companies that are engaged in the implementation and support of technical projects are needed to devote more time to research, development, implementation and maintenance of the product. This, in turn, creates 2 main difficulties – large financial costs and a larger amount of time. Most likely, the costs are passed on to the customers, which leads to the fact that the product becomes less competitive in terms of price. While the outsourced technical support team is dealing with customer service issues, you can research, develop and implement new features in your product.
In recent years, t + technical support has grown from a fairly simple concept to a complex collection of different options and models. Determining the cost of such services can sometimes cause some difficulties and misunderstandings on the part of the customer.
Our company follows three main pricing models, which we will discuss below and focus our attention in particular on the technical support area, where they are especially widely used.
This is the provision of IT services under a contract that includes all terms of support.
▪️ The task facing the customer: support of the complex or individual elements of the infrastructure
▪️ Signing of the Service Level Agreement (SLA) between the customer and GYB Support
▪️ Determining the cost of monthly support according to the SLA
▪️ Monthly payments with the ability to adjust the level and cost of services provided
▪️Responding to customer inquiries as soon as possible
The service involves the involvement of a customer specialist GYB Support for the duration of work on a particular project.
▪️ We create a team of specialists for your project in 1 month.
▪️ The work is carried out at the GYB Support side for a fairly long period (usually from 3 months).
▪️ GYB Support specialists obey the customer’s internal regulations.
▪️ Complete confidentiality in work is provided.
Payment for the services of a specialist for a certain period of time.
▪️ A contract is concluded between the client and the contractor for a fixed service time and a certain cost of this time.
▪️ After this time, the client pays the next fixed invoice issued by the contractor at a fixed cost.
▪️ You can use the limit for a long time (week, month, year) to solve your problems.
▪️ The cost of services depends on their duration and the level of specialist qualification.
▪️ The works are carried out in accordance with the list of services specified in the contract.
Usually, remote technical support services includes solving many issues, the key ones of which are:
▪️ Connecting remote employees. Providing a connection to the server and corporate resources of working remotely employees.
▪️ Remote maintenance of computers. Specialists of tech support can connect to any device, be it an office computer, home laptop or tablet.
▪️ Administration of operating systems. Remote system administration of operating systems can be performed on Windows, Linux, MacOS.
▪️ Training, user support. Support helps you with how to use the programs and can tell you what to click and where to find the desired function in the program.
▪️ Removal of viruses, pop-ups, malware. Also, the remote team conducts antivirus scans and tests for spyware.
▪️ Installing and configuring programs. This service includes installing, updating, registering programs, keys, certificates.
▪️ System optimization. The support helps speed up Windows, MacOS, remove unused programs, and clean up temporary files.
The quality of support affects not only repeat sales, but also the emergence of new customers. Others’ reviews that the good solution company ignores user requests is unlikely to pass by those who are still only interested in the range of similar products on the market. Conversely, a solution whose customers say all their questions are resolved quickly is gaining more and more popularity. After all, potential buyers need the business to work with a minimum number of disruptions that do not affect performance.
Thus, technical support is also a tool for increasing the loyalty of existing and future customers.
Modern technologies used in the production of computer equipment, open access and the advanced toolkit of the Internet have made it almost impossible. Systems of any complexity can be serviced remotely, even if the user is not particularly experienced in working with specialized equipment. And what are the benefits of such a service?
Firstly, it is the promptness of the reaction: no one likes to wait for the computer to work (and if it is an office computer, its owner loses both nerves and money for the downtime). Secondly, it is convenient: all answers to questions (up to solving problems with slow system operation) are in two clicks. Thirdly, it is instructive: consulting a remote specialist is an insurance against user errors for expensive equipment.