If your business sells technology products, whether it's smartphones and tablets, GPS units, or security alarms, one of the most important aspects of your business is tech support. When something goes awry with one of the devices you sell, or one of your customers can’t figure out how to use a certain feature, they rely on the tech support that you offer to find the solutions that they need.
Since tech support is one of the most important parts of your business, if it is inefficient, it could negatively impact your success. An ineffective tech support team causes frustration for you customers, and frustrated customers are unhappy customers; and that means lost revenue for you.
How can you tell if your tech support team is meeting the needs of your customers?
One of the easiest, fastest and most effective ways to find out is by conducting a satisfaction survey with an online survey software tool.
Developing an online survey with a survey tool is straightforward, as is sending the survey to your customers or embedding the tech support satisfaction survey on your website. Once your customers have completed the survey, you can gain invaluable information about your tech support team, and improve it, if necessary.
Here are five reasons why your business needs to conduct a tech support survey with an online survey tool:
Improve Ticket Resolutions Times. When a customer submits a ticket to your tech support team, how long they have to wait to receive a response and the help that they need seriously impacts their satisfaction. Your customers want to receive a fast response, not wait for a prolonged period of time. A tech support survey will tell you whether or not your customers are satisfied with your wait times, and make improvements.
Ensure Representatives are Patient and Helpful. The representatives that assist your customers with their tech support issues play a big part in customer satisfaction. Your customers want to work with patient and helpful representatives, not people who are pushy and impatient. An online survey will tell you how friendly, helpful, and effective your representatives are.
Make Customer Suggested Improvements. Perhaps your customers think that there are improvements that can be made to the tech support that your company offers. An online survey will allow them to share any ideas for improvements that they think could be made. Let Your Customers Be Heard. Your customers and clients have opinions, and they often like to share them. An online survey is an easy way for your patrons to share their opinions with you about your products and services, and it can be a valuable way to improve their satisfaction.
Improve Your Online Tech Support. The information gathered from an online survey will allow you to make any necessary improvements to your online tech support or online chat system, making it better and more efficient.
For these reasons, conducting a tech support survey via an online survey tool is vital to customer satisfaction – and to your success.