Customer Support is a range of services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product.^[1] Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support.^[1]

Phone and Emails are the primary means to offer web-based assistance for your customers when matters do not require an immediate answer. Low-cost, non-intrusive and anywhere-anytime access are some of the advantages of email-based communications. Trouble Ticketing System and CRM Applications help keep track of a series of follow-up correspondence with a particular customer.^[2] Services offered via email response management is claims processing, polling/media analysis, subscription services, troubleshooting, complaint registrations etc.^[3]

Being a successful Customer Support agent requires a full skillset of abilities that will allow one to communicate efficiently with the customer and provide fast and effective solutions to their problems.^[4]

See also

• Customer success
• Automation
• Customer service
• Help desk software
• Web chat
• Professional services automation
• Run Book Automation (RBA)
• Technical support

References