IT Support Services

 Confusing between customer service and customer support is common among people. It is important to know the difference because it will help you to immediately concentrate on your interactions with customers. Let’s see some of the key differences below:

 👉 The best customer service team assists your customers to understand the product or service they might be getting from you, but customer support means solving technical problems immediately or troubleshooting.

 👉 Best customer service team requires mostly soft skills in order to provide assurance, clear communication, and total support to customers. Customer support, on the other hand, necessitates both hard and soft skills in order to provide clients with rapid solutions to their problems with the product or service they are receiving.

 👉 Better service for customers is mostly needed in any industry you can think of but customer support is especially common in the IT and e-commerce industries, where non-technical customers require assistance in using goods.

 Best service for customers is all about enhancing the relationship between the business or company and the customers. Unlike a customer support team, the best customer service team deals with giving the customers a helpful and supportive approach from the business they are taking service from. But sometimes companies should re-evaluate their policies and revise the practices that they already have. Let’s dive into the top best customer service trends below:

 In terms of best customer service trends, there is a popular adage that goes, “under-promise and over-deliver”. You may make fewer promises to your customers about your service, and when you go above to assist them, it enhances their entire experience with you. First, let your customers know how much assistance you are willing to provide. It will set their expectations from you and make your task even easier.

 Better communication is the key to providing better service to your customers. But before approaching solutions, you need to observe and listen to your customers to understand what they are wanting in the first place. The best customer service teams tend to have the ability to engage the customers with guidance, recommendations, and suggestions about the product or service. So observing the customers before giving them tips is the first and foremost thing to provide the finest service to customers.

 As mentioned earlier, making business connections with customers is the primary task of the best customer service team. Starting from onboarding new customers to following up with them after they make the purchase, can help the company to create a friendly relationship.

 This step will help the company or business to upsell their products sometimes and create loyal customers. It is said that keeping old customers is easier than attracting new customers. Following the best customer service trends can help a company to maintain this all the time.

 Keeping a customer contact list can help a company to grow even further. Sending email or texts to the customers who have already made a purchase from your company, is a great strategy to kickstart your business campaigns. Post-sale follow-up is another tactic using which you can easily gather customer feedback and know their overall experience. It will help them to understand the customer base they are dealing with.

 If you already have a business, improving your customer service trends is a possible choice. It is essential for your company to have a proactive service team. Let’s take a look at all of the best customer service trends to rapidly improve interactions between the firm and its customers.

 Most of the companies provide service to their customers through phone calls. Usually, customers call a hotline and get redirected to the designated department for their ideal solutions. This method helps the best customer service team to listen to the customer’s concerns and get help for them immediately. But as the consumer world is expanding every day, handling every customer through phone calls is tough.

 But you can certainly use this method to give them personalized help over phone calls. Some other companies prefer to communicate with customers via text messages. In this method, the customers need to text to a certain code number and get the specific service over text messages.

 Sending emails to customers is another preferred method of communicating with customers. Customers usually send specific inquiries through email to the customer service team. So they can filter the same types of inquiries and get them the solutions immediately. It is a time-saving way of dealing with different kinds of problems at once. If you do not want to keep your customers on hold for a long time, introduce customer service trends through email and level up the customer experience.

 Self-service has become another functional approach to solve customer’s problems without dealing with them face to face. Suppose you are selling a SAAS solution to your customers and have already created a knowledge base consisting of all kinds of problems with solutions written in it. Your customers can search for their own inquiries and get the instant solution written in front of them by using your well-written solution. Thus they do not need to wait for a day or more to get the desired answers they are looking for.

 A knowledge base is a collection of FAQs, guides, and probable questions with solutions. It offers a self-service system to your customers and helps resolve their problems by themselves instead of waiting in queue for the support team to get back to them. You might not be able to give the best customer service by phone, text, or email all the time, but a knowledge base is able to give support 24/7.

 customer serviceProviding solutions through live chat can be beneficial to understand your customer and get close to them. Through conversational customer service trends, they will feel that they are communicating with a human being instead of a chatbot. If you are willing to give personalized help full of recommendations and suggestions, a conversational team can help your business to stand out.

 The most recent trend to communicate with customers is multi-channel social media. If your company has multiple accounts on different social media platforms, your customers might want to reach out to you through every one of those. Creating the best customer service team to provide multi-channel customer service trends using all the social media accounts will surely level up your business’s recognition and popularity.

 Some businesses create social media accounts specifically dedicated to giving the best service to their customers. In this way, your customers will get the easy and immediate support they want to have from you.

Managed Services

 If you are a WordPress user already, we have great news for you. Introducing BetterDocs – an advanced knowledge base plugin for everyone to easily create documentation or knowledge base without any coding. If you truly believe in enhancing your customer service trend quality and introduce self-servicing for your customers, BetterDocs can help you to create a stunning knowledge base with a beautiful layout and lots of perks like instant chatbot, scrollable table of content, ready templates for documentations, live search bar and so on. customer service

 Providing the best IT support is crucial to improve customer and employee experience, as well as optimizing your help desk agents' time to make the most out of the resources your organization has. The foundation of this is to implement the five levels of IT support.

 Wait, how come there are five of them? The short answer is that a tiered help desk support that is built on five different levels lets you divide your agents per experience, establish a clear escalation process to filter tickets according to the level, and offer self-service capabilities to diminish the number of issues submitted to the service desk.

 Each level of IT help desk support will be assigned particular issues (from a simple password reset to debugging code) and need diverse areas of expertise. After all, you wouldn't expect a Junior employee to fix a whole server, would you? Conversely, a CEO would never be in charge of approving timecards. Let the right role perform the right duties.

 The relevance of IT support lies in the fact that it provides technical assistance to end-users. Nowadays, organizations are crossed by technology in all its forms, and not all users are (or should be) capable of managing it end-to-end.

 Thus, IT support constitutes the centralized place to go when employees or customers have any issues with the software, hardware, network equipment, telephony, and application support. In a nutshell, the area is in charge of maintaining the business operative and addressing (or even getting ahead of) issues to limit their impact to a minimum.

 To implement several levels of support service, the first thing you need to do is have proper service desk software. Your ITSM tool will be essential to set up your service structure and escalation process, adjust user privileges, establish a ticketing process flow, and start working on the self-service alternatives.

 So, make sure that your current solution enables you to do all these – or start looking for options to migrate to another service desk. If you don't have any, use our ITSM implementation checklist to guide you through the process.

 Organizing help desk support with a tiered structure is the smartest way to ensure that your IT team is working optimally. Here's a comparison chart among the five levels of IT support.

 The key aspect of this level is that there is little to no direct customer-to-employee interaction. In fact, a well-put-together tier 0 help desk support system ensures that simple fixes are within arm's reach for customers.

 Level 0 solves issues such as password resets, hardware or software requests, non-urgent incidents log-in, and other most common help desk tickets that can be solved with knowledge base articles.

 IT support level 1 is where personnel and support teams start to get directly involved in technical support tasks. Tier 1 is the employees' or end-users' first direct contact with the support team, so those in charge of assisting must be ready to fix these issues.

 First-level IT support staff members are skilled in both technical knowledge and customer service. Soft skills are particularly relevant for the role because they'll be the "face" of IT. Since they'll be in charge of most of the incoming requests, you can set up InvGate Service Desk's automatic ticket assignment rules to ensure that nothing falls through the cracks.

 Though most tickets are solved at this stage, agents should comprehend the limits of IT support level 1 to be able to filter tickets accurately and escalate them to tier 2 when necessary.

 Second-level IT support staff generally has strong technical skills to provide in-depth troubleshooting and backend support. Employees in this tier are usually much more knowledgeable of the company's tech stack, thus ensuring that the issues escalated from level 1 of IT tech support are dealt with accordingly and with a much more well-informed outlook.

 Since these are more experienced analysts, it's advisable to encourage them to share their knowledge with level 1 agents. You can do it by creating an internal knowledge base on InvGate Service Desk. This way, you can standardize processes and reinforce your training materials for new agents.