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Thursday, November 5, 2015



Software companies are competing globally. There are new and more advanced computing programs created every day, thus leaving companies race against each other. It doesn’t matter if the business is small, the sense of competition is always there. To gain success, however, companies require loyal customers. The sure fire way for a small software company to do that, is to develop their IT support staff.

Usually, the attitude towards IT technicians has a negative hint to it. They are often over looked, when in truth technicians are the ones who can help customers when they need it. This is a great strength for a company to have. This not only helps expand the success of their business and improve their products, based on the feedback of their customers. IT technicians help customers so that their company thrives base their performance rely on selected regulations. The success of a software company is proportional to how well their clients are treated, thus, the following guidelines are crucial

Manage Expectations
When a company offers technical support for their product, customers should know what they are in for. A client who calls, should be certain about the kind of help they are getting and how. When starting an IT support division, the company should be very clear on the following:

- Is the service free or does the company charge for their time?
- Is the service available online, through email or on telephone?
- What is the response time?
- Is the help bilingual or only English? 

With these questions answered, company time can be saved and the customer does not feel led on. Moreover, it also prepares you for what to expect or whether the support will be any help at all.

Make Contact Easy
One of the mistakes that companies make is to make it nearly impossible for customers to contact them. They either write their contact information somewhere hard to find or forget to update it. This only puts customers off so it is advised that companies write their information somewhere in the purchased software, so it is easy to see.

Keep Response Time Reasonable
Keeping the response time to a customer’s inquiry via email will give the company a reputation for being prompt. The advice a company gives might be good, but it will be of no use if the customer does not get it on time. A client in need will be put off and give up.

Keep The Response Clear
The information an IT technician gives to their customers has to be clear cut and easy to understand. The customer will know little when it comes to IT so, a technician will have to use simple language or layman terms, to help them understand.

Picking up the phone and talking to the customer or writing an email can do a lot for a company. By giving them the support, the attention and care that they need to solve their problems, a company can make sure that their business will thrive always.

Author bio:
Gordon Fergus has been an IT technician for ten years. His work with technicians and small software companies have made him a leading authority when it comes to IT support. For more information on IT support, click here to get the best guidance.


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