Technical support companies

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Customer support is a range of customer 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. Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. Customer support is considered as one of the main data channels for customer satisfaction research and a way to increase customer retention. This section does not cite any sources. Customer support automation involves the building of a knowledge base of known issues and their resolution to support incidents with delivery mechanisms, often by expert systems.

With automated support, service organizations can make their services available to their customers 24 hours a day and 7 days a week, by monitoring alarms, identifying problems at an early stage and resolving issues before they become problems. Automated assisted support enables remote access to sites that need instant problem solving. Automated self-support, automates the self-support process, freeing users from self-help diagnostics and troubleshooting from on-line libraries or knowledge bases. Proactive Support Automation refers to support automation solutions that minimize downtime and enable 24×7 availability.

This is achieved by constant health check tracking with diagnostic procedures to enable issue monitoring and problem solving. Preemptive Support Automation refers to a support solution that utilizes information that is either generated or culled from an application or service, e. This information can then be exploited to predict service degradations or interruptions. Self Support Automation is the term organizations give to their support structures that provide on-line libraries and tools for self-help and easy troubleshooting solutions to automatically and precisely diagnose and resolve problems and incidents. Phone Support Customers speak directly to customer support representatives over the phone. Phone Support is often used for order taking, pre-sales queries, upselling and cross-selling, troubleshooting etc. Farm Don’t Hunt: The Definitive Guide to Customer Success, March 2016, p.