Your company has an innovative product, a flashy and attractive website, a bevy of investors on board, and a technical support staff consisting of one intern that you spent five minutes training via email. What’s wrong with this picture?
How Tech Support Affects Your Company’s Image
In many cases, your tech support representatives are your only employees that regularly interact with your customers. When your support reps also happen to be your lowest paid, worst informed and (understandably) most short-tempered employees, can you expect your company to build a positive reputation among your target audience?
Tech support is under-utilized. Far too many companies treat their tech support teams as a last line of defense between angry customers and imminent organizational failure, and consider the idea of sending their tech team leaders to management schools as completely ridiculous . You should have two primary goals for your technical support services, both of which will improve your company’s image when accomplished: Continue reading