• by Andrew Kokes , July 23, 2013

With the increasing dependence on technology, excellent technical support is critical in enhancing customer experience and maintaining loyalty. Quality technical support is just as important as the quality of the product itself. In today’s marketplace, technical frustrations can quickly result in a poor reputation, customer erosion and, consequently, lost revenue. Yet, a positive experience can produce repeat buyers.

For many customers, rapid technological innovations translate to steep learning curves and disappointment. A Kelton Research Study reported that the average computer user spends 12 hours per month fixing problems. Each of these painful experiences erodes customer satisfaction and brand loyalty. In these cases, it’s critical to maintain a clear channel of communication with customers.

Most companies view technical support as a costly, non-revenue generating department. However, it’s a critical customer touchpoint. And now, the new trend of Premium Technical Support (PTS) can turn your support team into a profit center. PTS provides more than just improved customer experience and happy buyers. It delivers bottom-line results for your business as well. 

But will customers really pay for tech support? Isn’t that supposed to be free? No, not at all. Harris Interactive reports that 86% of customers are willing to pay more for a product that provides better service. This creates an opportunity to move upward in product pricing simply by increasing the value of post-sale support. When we compare the customer satisfaction of a customer who had their issue resolved after a PTS engagement with the average satisfaction score of the typical free support, the results are clear. People value what they pay for more. 

Through the PTS model, you pay support specialists for results, not effort. In addition, it creates a new opportunity to up-sell customers. At the completion of a successful support call, when the customer is at a new level of satisfaction, is the ideal moment to offer accessories and complementary products.

PTS programs can include subscription plans, one-time requests and advanced anytime technical support. PTS services can include support for warranty, post-warranty or out-of-warranty products. It helps improve the efficiency of troubleshooting for items such as software applications, Internet service and networking problems and computer hardware and peripheral problems. PTS helps improve the consistency of corporate help desk support while reducing field technician dispatch and support line costs.

As you build your PTS offering, make sure it includes:

• Instant access to tech experts

• Remote root cause identification through logical troubleshooting methodology

• 24/7 support with multi-lingual phone, email, chat, social media and self-service tools

Your company may have latest and greatest product. But if customers need to invest too much time in learning it, you’ll pay the price in social media chatter and ultimately in sales. PTS enables you to immediately address questions and frustrations, turning potentially resentful customers into brand ambassadors.

PTS delivers scalable technical support services that enhance the global customer experience, drive down post-sales costs, improve the whole customer care productivity, and most importantly, increase profitability. Deliver premium tech support to your customers to remove frustration, improve your brand image and generate new streams of revenue.