In the world of phone-based customer service, few agents are as important as the technical support representative (TSR). They are the ones we refer to when our computers won’t boot up properly. They are the ones we refer to when we want to know what type of motor oil is best for our car. They are even the ones we refer to when we’ve bought that brand-new microwave and don’t understand the manual. Without TSRs, the less tech-savvy of us consumers would be lost and we would have no satisfaction with the product we bought.
This in turn is a big no-no for the manufacturer. Happy customers equate to repeat customers, so the best manufacturers will do everything in their power to satisfy a displeased customer, including having an expert available to assist in product issues. Doing this encourages positive word of mouth and so makes new customers out of people who heard about the good customer service. TSRs are beneficial for all sides involved, and indispensible to customer-manufacturer relations.
There are many types of tech support involved in satisfying a customer. One of the most recent but fairly effective is through chat. If you’ve used the likes of AOL Instant Messenger or Yahoo Messenger, then you have a good idea of how this one goes. The customer will be in real-time contact with a TSR via chat and will describe his issue through text. The disadvantages of this method are natural restrictions of text interaction and the need for both sides to be as detailed as possible.
Another type of tech support, albeit exclusively for software issues, is remote desktop sharing. With the customer’s permission, the TSR can temporarily take control of the customer’s PC to have a direct look at the problem. This is useful for witnessing first-hand any error messages a customer gets. More than one call center has made use of this method in lieu of face-to-face interaction. The disadvantage of this method, however, lies in its security. It’s not difficult for an unscrupulous TSR to use this window of vulnerability to access the customer’s personal files.
By far, the most common type of tech support is through the phone. In many a call center the average TSR will receive 50 calls a day on issues involving both software and hardware. This is most favored by consumers for its accessibility, though its disadvantage is the opposite of chat: all voice, no visuals.
For more about tech support representatives, visit ehow.com/facts_6773187_technical-support-agent-job-description.html. Next time you run into trouble with that brand new laptop, give that call center a ring. There’s no better type of help than an expert’s help.
My Computer Won’t Start! TSRs and How They Interact