One of the key points to keep in mind when purchasing a product is the after-sales service offered by the company. This happens with any type of product, not necessarily a software product. But when the proper functioning of a company is at stake and any error or delay can cause economic losses, the purchase of a product should be completed with the acquisition of a quality after-sales service.
Many times, companies assume that when they buy a good product they already have everything: A powerful product, easy to use, intuitive, with a user manual… but at the moment when the user is overwhelmed and pressured by the need to obtain A piece of information, printing a form, presenting a report, is when you need the support of a person who, with peace of mind and knowledge, guides you through the correct solution. What should be taken into account when choosing a product when it comes to technical support? Here are some tips:
1) Form of communication: The client must know which is the appropriate means of communication to be attended. It can be a simple phone call or an email to a specific email address, always informing the client data necessary to be referred to the correct person quickly and accurately. It is important to know these simple rules and respect them in order to be properly served. At this point it is important to clarify that when the customer calls for technical support, he does not need to be attended by a machine but by a real person.
2) The response time: It is important that the client receives a response within 24 hours. At least the customer should know that their response is being worked on. Reassure customer anxiety and let them know that the company is taking care of their problem. If there is a delay in response time, please let the customer know. This will build confidence in him and ease his anxiety and nervousness.
3) Offer a technical support guide. If the client has many doubts, the best thing is to put together a document where they can dump all of them and send a single email with all the doubts. This will make queries more streamlined and shorten response times. Another aspect is to concentrate communication on one or two people. If the client has, for example, 10 users, select one of them responsible for communication with technical support. This type of order in communication greatly speeds up response times.
4) Avoid a message of the type "I cannot make an invoice" without specifying the reason, which could be various: confusion in the configuration, lack of permissions, missing other necessary information for the function, etc. Offer a step-by-step follow-up until the moment of the impediment is reached so that the company knows the path taken to reach that point. If necessary with screen prints where the problem can be seen.
5) Be patient. There are problems that are solved instantly, because they are a simple mouse click somewhere on the menu. But there are other problems that can be more complex and require analysis time before giving a correct answer.
In all cases, the client should be attended and followed by a single person and not by several who can contradict each other and lead to confusion, causing a much bigger problem than the existing one.
