The key to a successful relationship between a customer service team and the clients is effective communication. However, barriers such as foreign language and technical jargons might greatly affect the connection between the representative and the customer. Technical jargon is meant to simplify a concept and improve communication. This only works if the people involved are aware of the word’s meaning.
In delivering technical support services, the use of tech jargons may cause miscommunication. This is a problem for some companies that offshore customer services. Most customers prefer to talk to a representative who uses clear and familiar words. They would want to be accommodated by someone who they feel could relate to them.
Using words or phrases that are unfamiliar to them might sometimes be condescending. It may mislead them into thinking they are being talked down on purpose. Not to mention that the main reason why they asked for customer support is for them to be properly assisted with their concerns. Thus, the use of unfamiliar terms could create more confusion.
While there is a long list of unappealing tech jargons in business, we narrowed it down to ten. May it be inbound and outbound solutions, customer support, chat support, or IT support service, it is important to watch out for these kinds of terms.
1. Acronyms
Although acronyms are not really words, they still bring confusion most of the time. Yes, it is convenient to use and could make explaining more fluid, however, it may only be applicable when an acronym is very well-known.
It is always better to say the whole phrase first before using the acronym in case customers are not familiar with it. For example, instead of directly saying AI, it would be better to spell out “Artificial Intelligence” first.
While other common acronyms are Hard Disk Drive (HDD), Internet Service Provider (ISP), and Operating System (OS).
2. Touch Base
In a survey conducted by Glassdoor, touch base is one of the most annoying buzzwords. It simply means to contact someone or to communicate.
This jargon usually happens when a representative is trying to propose an appointment or another call with the customer.
Instead of using this jargon, it may be better to simply ask, “May I schedule another call next week?” This way, it is more straight to the point and clear but still polite.
3. Freemium
This jargon is commonly used as a product strategy. It is when a product is available for free but customers can avail a premium version of the product or service for a price.
Instead of saying, “We are offering freemium,” it is better to explain that you are offering a free version and a paid version of the product. Then you may proceed to explain what are the differences between the two. For example, the free version contains ads while the paid one has none.
In this way, it will be clearer for the customers to understand so further problems and misunderstandings may not happen.
4. Sunsetting
This is just another way of saying that something would be discontinued or terminated. It is usually used in reference to products, services, business policies, and agreements. This happens whenever a company decides to change its focus.
It is always better to be honest with customers rather than using technical jargons in explaining this type of situation. Stop beating around the bush and be straightforward.
5. Drill Down
It is a phrase that was commonly used before in IT services. Specifically, its meaning is to gradually access organized data down to the last level. But nowadays, it can also simply mean looking at something in detail.
Instead of using this tech jargon, it might be easier to say, “We’ll check on the details.” This way, it is not just more straightforward but sounds less pretentious.
6. Low Hanging Fruit
It is an idiomatic expression that means things that can be done easily. A great alternative for “Let’s discuss the long hanging fruit first” is just to say “Let’s discuss the easiest to resolve first.”
Speak the language of the customers. If possible, make the conversation between the representative and the customer casual and friendly. Try to prioritize easy comprehension rather than using complicated terms.
7. Synergy
This jargon technically is the one-word version of “greater effectiveness through collaboration.” This commonly happens during outbound customer support when a representative is trying to offer customers new products or policies.
This jargon may be much shorter but customers always prefer a more detailed version for them to fully understand what’s being said.
8. Bleeding Edge
It is a term that mainly refers to a service or a product that is new and has a high degree of uncertainty. These are generally out to help the companies smooth out and resolve unobserved issues when it is originally made.
Most customers would not appreciate it if a representative would use this jargon. Again, not all could be familiar with this kind of tech jargons. Always go for plain and straightforward language.
9. Case Escalation
This tech jargon often happens when a representative needs to transfer a customer case to another executive. A reason for this is the inability to handle and solve the issue.
The word “escalation” may be intimidating for some customers since it could sound like they have a huge problem. So instead, it is more preferable to tell them that it is only a routine or case transfer.
10. Quality Control
It is a process that ensures that the software is capable of reaching the customer’s expectations. Complaints and reviews are tracked in order to guarantee that the highest standards of customer service are being met.
In simpler terms, it is quality assurance. Customers would not have a hard time understanding this since it already gives its literal meaning.
Frequently Asked Questions (FAQs)
Q1: Why should customer support teams steer clear of technical jargon?
Effective customer support hinges on clear communication. Technical jargon can create confusion and disconnect between representatives and customers, hindering problem-solving. Simplifying concepts benefits customers who prefer relatable conversations during support interactions.
Q2: How can I ensure smooth communication with customers when discussing complex topics?
When addressing intricate subjects, avoid jargon. Instead of using phrases like “drill down” or “bleeding edge,” choose straightforward language. This helps customers grasp details without feeling overwhelmed or talked down to.
Q3: What’s the impact of using acronyms in customer support conversations?
Acronyms can hinder communication if customers aren’t familiar with them. To maintain clarity, spell out the full term initially. For instance, explain “AI” as “Artificial Intelligence” before using the acronym.
Q4: Can using relatable language enhance customer relationships in support interactions?
Absolutely. Customers appreciate representatives who speak their language. Replace jargon like “synergy” with detailed explanations to ensure customers fully comprehend the offered solutions and services.
Q5: How should I handle situations where a product or service is being phased out?
Honesty is key. Rather than using vague terms like “sunsetting,” be direct about discontinuations. Customers value straightforward information that helps them understand changes without unnecessary complexity.
Key Takeaways
Avoiding the use of tech jargons may be difficult for some customer support providers since it has already been a part of their daily communication. However, it is always a priority to make the conversation with the customers clear and easy to understand.
Choose the right words and be specific to get the customer’s interest. Try to be relating while solving concerns and other issues. Consider your target customer and tailor your message accordingly.
In offshoring support services, always ensure that you are receiving high-quality performance for your business needs. Choose a business process offshoring company that can provide resilient solutions and technical support services.
One CoreDev IT offers employer of record solutions and customer support services like inbound and outbound calls, live chat, e-mail, back office, and others. We also provide trained and qualified representatives that are equipped in handling inquiries and concerns.
