Technical support is one of the main assistants in providing business continuity and in everyday life. In a nutshell, it is an indispensable service. From time to time, every one of us addresses corporate or any other technical support service. We attempted to list the things that annoy you most during this process. Let's check if we guessed it right.
Listening to robots
Everyone has gotten used to that calls are answered by robots first: electronic operators are perfect at distributing calls, specifying the extension numbers, announcing the waiting time, etc. But sometimes it seems that they are reading these texts for ages! You have to listen to them, press buttons, respond to standard greetings, etc. Nowadays, robots speak very well, but eventually, most problems have to be solved by real people. For them, it is very useful if the caller has understood the robot's messages and specified all the details in advance.
Describing the problem in detail
Technical support has always accepted requests via several channels: by phone, by email, via a web interface, or by a monitoring system. When something does not work well, you want the support service to read your mind at once and immediately grasp the situation. This is impossible. So, if you write to a chat, make sure to give specifics. The same thing refers to other types of support requests. The devil is in the detail; provide as many details to specialists as possible, and you'll increase the request processing speed by times.
By the way, if your company does not have a messaging service for communication with customers and colleagues, we strongly encourage you to implement it. Almost all information systems can be integrated with messengers: for example, in Softline, we use WhatsApp, which is one of the most popular solutions in Russia. It can be seamlessly integrated with chatbots and various automation tools so that simple requests can be answered in less than a minute. This approach dramatically reduces the request handling time for Line 1 and Line 2 technical support.
It is always annoying to wait, but technical support is very short of staff at the present time. Have you known that, on average, the transfer to the home office has increased the number of support requests all over the world by two times? That is why when all employees are transferred to remote work, system administrators have a very hard time! To reduce the workload on the IT department, many organizations hire a temporary workforce for several months or address an outsourcer. New employees will be onboarded, fully involved, and study the customer infrastructure quickly if they can learn from ready-to-use manuals and leverage scripts, workflow automation, and helpdesk systems prepared in advance.
It is essential to know that Russian technical support services offer excellent quality of service. Global IT companies, like Softline, usually have a unified service delivery center that accepts and handles requests, providing a uniform quality standard for all projects and all countries. A bank in Latin America, a telecom operator in Vietnam, or a retail chain in Russia—all the customers receive the same multi-vendor support.
Multi-vendor support has become the dominant trend not only in Russia but also worldwide: service providers and their support services become a one-stop-shop for the customer company where it can resolve all types of IT issues. Business continuity must be maintained at all costs: service providers need to know how to eliminate all kinds of IT infrastructure problems, whether they are related to hardware, software, networks, or databases.
Speaking of remote work, you can find a section dedicated to solutions for remote work on the Softline website. Many solutions are aimed to simplify the labor of administrators and engineers. In Softline, you can order a technical support service package that includes a specific number of hours for different works. The contracts can be concluded for several months or for a year.