Customers can face issues at any time. Be it with the services they’re using or general inquiries, companies need to provide reliable customer care to ensure client satisfaction and loyalty. In doing so, most customers come across the terms technical support and customer support.
Both these terms come in the same domain and are used to facilitate clients. However, it’s important to know potential differences between them so that you can contact the relevant one whenever you need assistance. So without further ado, let’s take a closer look at them:
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What is Technical Support?
Technical support is regarded as offering solutions and remedies for technical issues. These issues mostly include hardware or software problems with the products and services offered to the clients.
For instance, if you’re acquiring internet from AT&T, one of the well-reputed internet companies in the US, you can request support for various technical issues. You can contact AT&T technical support for issues including, router issues, connection problems, etc.
This will allow you to get your technical issues resolved in no time. Additionally, the person dealing with your problem will be technically versed and will provide optimal solutions based on the issue that you’re facing.
What is Customer Support?
You can say customer support is just like technical support except it works mostly on general customer issues and addresses customer experience mostly. By customer experience, we mean the experience of using the said services and products being used by the customers.
In addition to this, customer support is present to ensure a connection between the brand and the customers. It makes it easier for the tech team to have a limited number of queries regarding issues on their end.
Moreover, customer support provides marketing and promotional advantages, making it easier for companies to promote their products with internet efforts and with less expense.
What’s The Difference Between These Two?
Most of the time, technical support and customer support are lumped together. Even though there’s not much of a difference between them, one should explore a couple of things that differentiate these two. So, let’s check them out:
Mode of Workability
Starting with the mode of workability, technical support is more versed in the technicalities of the products and services offered by the company. On the other hand, customer support is only versed with enough information that helps them determine whether to resolve the issue on their end or escalate it further.
Technical support comprises members that are knowledgeable and are responsible for offering optimal solutions timely. In addition to this, they are responsible for minimizing the issues in the future by coming up with innovations for prevention.
On the other hand, customer support isn’t required to perform all these functions. All they have to do is entertain the customer for as long as possible. Moreover, the customer support representatives are required to bring conversions by offering insights on the latest products and services offered by the company.
Customer support deals with handling issues during the customer experience. These can include but aren’t limited to:
- Offering discounted offers
- Helping customers find the right product
- Aiding in sales and conversions
- Generating referrals through customer facilitation
- Offering information for products and services
All of these help customer support to engage potential clients for the company.
On the other hand, technical support is versed in the following:
- Handling technical escalations regarding service issues
- Recommending upgrades based on issue diagnosis
- Bringing innovation in the company’s workability based on queries received
- Offering robust solutions for minimizing and preventing the said issue.
All of these are focused on ensuring that clients remain loyal based on the solutions offered to them in the given situation.
A noteworthy element here is its customer support, which helps the organization communicate with the customers. Moreover, it also relays the performance of the given diagnosis and escalation handling from the tech support.
In many cases, clients aren’t allowed to even interact with tech support, which is why having customer support is highly important for the companies.
For handling technical escalations, it’s better to engage using methods that will store information and conversations for later usage. Plus, the mode has to be professional enough since most technical issues are often escalated from commercial ends.
That is why technical support uses emails and escalation bridges. It makes it easier for them to record meeting notes and exchange information for handling issues. Moreover, it’s a professional mode of communication, favored since resolving issues on calls won’t end anytime soon.
On the other hand, customer support prefers communicating through phone and live chats. It makes it easier to persuade clients into conversion as well as provides a personalized experience that helps retain clients’ trust.
The personalized experience makes it easier for the customers to provide details regarding their issues. On the other hand, it also makes it easier for the team to offer promotional deals and information that can also be persuaded via phone calls.
The purpose of choosing different communication methods is customer interaction. Tech support doesn’t need to interact often with clients whereas customer support does 24/7.
Having customer support and technical support in your organization is crucial for client retention. One ensures client communication whereas the other guarantees solutions for the escalated problem. That is why companies should navigate collaboration between both methods to ensure everything works according to the needed goals of the organization. Choosing either of the methods isn’t recommended, which is why companies should innovate to progress with both methods accordingly.