How do you provide effective technical support and training to customers?

Continuous Feedback: Regularly solicit feedback from customers regarding the quality of technical support and training. Use this feedback to make continuous improvements in processes and customer service.

In-person customer support works the best if the client can be reached quickly and the problem is causing churn possibility. Then comes remote access support using AnyDesk/RDP. But they must happen through secure VPNs as RDP vulnerabilities are the biggest source of ransomware attacks. Lastly, you can use phone calls or email/SMS in case video connectivity is difficult. Non-technical people can definitely check LED status and can perform minor troubleshooting if guided properly with patience. I have seen security guards performing electrical/network status checks on several occasions.

A support specialist needs to start with the baseline idea that any customer needing assistance also needs your guidance in understanding the system, workflow, etc. This can mean different things for different industries and Support levels, however it always means starting with clear language and guidance until you learn the customer's aptitude and experience. Scale from there. The clear language that you were (hopefully) given in training is a good place to start. It also means not assuming that since a user is knowledgeable in their field, that they are well-versed, much less experts, in the solution they have to use to support their work. Their field is their expertise, the system is yours as Support.

Follow up or closing the Support loop is essential to helping the customer and yourself as a tech. Supplying links to resources, adding them into the ticket, writing out the Support steps in the ticket, etc. are very simple steps to referring the customer to solutions. From past experience as both a Support Tech and Manager, a repeat issue is solved by the customer who feels empowered when thy see the notes from a previous call, recalling the steps, and wanting to try the fix themselves. It builds their skills, saves call-time, and builds a better relationship between Support and Customer. Support is always there to perform the fix themselves but untold amounts of time on each end is saved by well-documented, accessible, empowering notes.

Multichannel Support: Offer support through various channels such as phone, live chat, and email, allowing customers to choose the most convenient method for them.

It is important after each technical visit or each new activation to instruct the customer about what they are contracting and what are the most common problems that occur. The customer can receive a welcome booklet from the internet provider which contains basic instructions for resolving possible issues. problems. This reduces the number of support at the customer's home and gives the customer autonomy in resolving problems.