Technical Support: What It Is and How It Affects User Experience

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Modern technology has heavily influenced every aspect of our lives, changing how we work and conduct business. It has been an integral part of any business transaction as more people engage with digital systems, electronic processes, or other technological tools and devices.  

However, when using a product or service, users may encounter technical issues that require assistance. The more tech users there are, an increase in tech concerns is inevitable—this is where technical support comes in. Businesses employ dedicated technical support teams to help users resolve any technical problems.  

Nowadays, most businesses understand the value of excellent customer service and quick technical fixes. That’s why technical support outsourcing has grown due to high demand, making the global tech support outsourcing market valued at USD80.33 billion by 2030. Businesses increasingly recognize the opportunity to tap into a global talent pool while ensuring customer satisfaction. 

What is a Tech Support? 

The term “technical support” or “tech support” describes the services organizations offer customers of certain technological goods or services. Most businesses provide technical support for the services or products they sell to address any problems. It is a form of customer service that provides help to users with issues related to their products or services.  

Employees in this role assist with repairing problems in software hardware, equipment, and other technical issues that may occur. It’s usually performed by phone but can also be done online, depending on the convenient mode of communication between the two parties.   

Additionally, tech support representatives’ job is to monitor complications and maintain a seamless flow in the technical aspects of the business. Not only that, but they can also help the customers, staff, and the internal organization if they face any problems with their equipment or system. 

Two Technical Support workers seen from the back using computers with spreadsheets on the screens, wearing headsets, in an office with a large window in the background, and disposable coffee cups on the desk.
Image Courtesy Freepik

Why is technical support important? 

Tech support is a key component of the user or customer experience. It’s often the first line of defense for businesses attempting to help customers with problems with their goods or services.   

To get good feedback from customers, the items or services must work well. Otherwise, customers will be unhappy, which hurts customer satisfaction and business trust.  

On the other hand, technical support teams can troubleshoot, provide expert guidance, and resolve tech problems. Customers will then likely continue using the service and products of the company. This means there is customer satisfaction, which will later build trust, foster loyalty, and attract new customers.   

How Does Technical Support Help Business Needs?  

Ensures cybersecurity 

The digital era today has given us the internet, websites, software, and hardware, which have become a handful in our daily lives. However, these digital advancements can also be prone to security threats like viruses, malware, ransomware, and other cyberattacks. These issues can be incredibly harmful and can cause severe damage to business expenses.  

With the help of technical support representatives, they can prevent tech problems by protecting the security of company systems, such as installing computer security software. Once safety is established, assets will be protected, and operations will run seamlessly. 

Reduces costs 

Earn and save money simultaneously through having technical support representatives. Instead of buying new equipment or software every time there’s an issue, users can avoid expensive repairs with the help of practical solutions from the technical support agents. Wherein their services can also be done online rather than going on-site. As a result, the money invested in technical support can be put into things that will benefit the company by continuously improving its services.  

Increases productivity 

Employees expect to have a smooth experience using their devices for work when doing their jobs. So, if they fail to meet their expectations, it will compromise the quality and productivity when they perform the tasks. Accordingly, the technical support representatives are present to prevent and fix any issues that may occur while using the devices. Experiencing no technical issues helps the employees to have a seamless workflow and increase their productivity, which is beneficial for the business to boost revenue. 

How Does Technical Support Affect User Experience?  

Technical support can significantly affect the user experience because they serve as a critical component of the product’s functionality.  

Providing a good experience for the users

Users expect technical support to be fast, reliable, and helpful since they pay for the services that they consume. So, if the services are poorly given to the customers, and the technical support team is also lacking, then it can be frustrating on the customers’ end. In contrast, having an efficient support team can make users feel like they’re getting what they paid for, even if they’re not happy with the product.

Maintaining customer satisfaction

It is important to ask the customers’ feedback to be aware if they are satisfied with the service given to them. This is a way to make sure that the customers are having a positive experience while being accommodated by the technical support representatives. Being aware of the areas that must be improved. 

Responding quickly to the users’ concerns 

The technical support team should always be responsive to the customers when there is a concern. The first thing to do is to make sure your support team is trained in how to answer questions about the product and its features. Answer every question in a timely manner, ideally within 48 hours (about 2 days) of receiving it. Lastly, be able to practice and explain well to the customers for a better understanding of the product.  

Time to Acquire an Offshore Technical Support  

The service of tech support representatives is a principal factor in user experience since they help users resolve and avoid problems. They improve user satisfaction levels and reduce churn rates to give customers a pleasant experience. Once the customers are satisfied with the service, the business will have a positive reputation and attract new users, which can increase sales. So, if your business needs help with tech issues and to maintain operational services, then hiring technical support talents is the right thing to do for your business. 

Frequently Asked Questions (FAQs) about Tech Support and User Experience 

Q1: How quickly should tech support respond to user queries?  

Response time is crucial in tech support. Ideally, users should receive acknowledgment of their queries within the first hour, even if the solution takes longer.  

Q2: What is the role of self-service options in tech support?  

Self-service options, such as FAQs, knowledge bases, and video tutorials, empower users to troubleshoot common issues independently. They enhance the user experience by offering quick solutions without the need for direct assistance.  

Q3: Can excellent technical support turn dissatisfied users into loyal customers?  

Absolutely. When users see that a company is committed to resolving their issues, they often develop a deeper connection with the brand. Turning a negative experience into a positive one can lead to increased loyalty.   

Q4: How does technical support contribute to brand loyalty?  

Technical support showcases a brand’s dedication to customer satisfaction. Users are more likely to remain loyal to a brand that values their experience and invests in resolving their problems promptly.  

Q5: Is outsourced technical support as practical as in-house support?  

Both outsourced and in-house support can be practical if managed well. What matters most is the quality of assistance provided, regardless of whether it comes from in-house experts or external professionals.  

Q6: What role does technical support play in product improvement?  

Feedback received through technical support interactions can offer valuable insights into product shortcomings. This feedback loop contributes to continuous improvement and innovation. 

Ensure your business’ products or services run smoothly to maintain a good user experience by hiring technical support professionals. Their expertise is a valuable addition to elevating the overall customer experience. So, it’s essential to get the right people with the necessary skills for this job. 

One CoreDev IT (CORE) is an Employer of Record (EOR) company that can help you through our top-notch talent solutions. We offer such as back-office, project management, and low-code software development for your needs. Our company has a team of experts backed with years of experience in the industry that you can consult with in achieving your business goals. For further information, you may contact us today! 

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