Customer support
Customer support is a range of 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.[1] Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support.[1] It aims to ensure users can effectively operate the product and resolve any issues that may arise throughout its lifecycle. Support is delivered through various channels, including telephone, email, live chat, self-service knowledge bases, and social media. Research indicates that most customers attempt to resolve issues through self-service before contacting a representative.[2] For products sold across multiple regions, support may be provided in several languages, as consumers tend to prefer assistance in their native language.[3][4] Requirements for customer contact centres are defined in international standards such as ISO 18295.[5]
See also
- Customer success
- Automation
- Customer service
- Help desk software
- Web chat
- Professional services automation
- Run Book Automation (RBA)
- Technical support
References
- ↑ 1.0 1.1 "What is customer support? definition and meaning". BusinessDictionary.com. http://www.businessdictionary.com/definition/customer-support.html.
- ↑ Dixon, Matthew (July 2010). "Stop Trying to Delight Your Customers". Harvard Business Review. https://hbr.org/2010/07/stop-trying-to-delight-your-customers.
- ↑ DePalma, Donald A. (2020). Can't Read, Won't Buy – B2C (Report). CSA Research. https://insights.csa-research.com/aim/en/reports/305013126.
- ↑ "Multilingual customer support". SupportYourApp. https://supportyourapp.com/multilingual-customer-support/.
- ↑ "ISO 18295-1:2017 Customer contact centres - Part 1: Requirements for customer contact centres". International Organization for Standardization. 2017. https://www.iso.org/standard/64739.html.
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