What are the best ways to support customers with low technical knowledge?

Personalized Support: Tailor your assistance based on their specific needs and adapt your approach to their learning pace. Feedback Loop: Encourage customers to provide feedback on their understanding and suggest improvements. Training Resources: Share basic training materials or links to resources that can enhance their technical understanding gradually.

To support customers with low technical knowledge, it's essential to prioritize clear communication. Using simple, jargon-free language when explaining solutions and step-by-step instructions can significantly enhance their understanding. Providing visual aids like screenshots or tutorial videos can further assist in comprehension. Offering patient and empathetic guidance, and encouraging questions to ensure their comfort and confidence in using the product or service are also key. Implementing user-friendly interfaces and creating easily accessible support resources can contribute to a more positive customer experience for those with low technical expertise.

Using plain and simple language is very important as the customers aren't aware of your app / software world. Neither should they be as their main focus should be on the business rather than understanding the complexities of the tech world. So try to explain things in a way you would do for someone who is completely unaware of your application / service. Share real world examples, try to draw parallels, show them how things are connected with each other. Simply put - explain the stuff so beautifully in a non-tech language that the customer is able to perform most of the tasks / debugging on their own from next time (ideally).

- Supporting customers with low technical knowledge requires clear communication, visual aids, and empathy. - Use simple language, visual guides, and videos to explain concepts. - Be patient and understanding, acknowledging their challenges. - Provide step-by-step tutorials and interactive guides. - Use analogies to relate technical terms to familiar experiences. - Create a user-friendly interface and offer personalized support through live chat or phone. - Develop FAQs, troubleshooting guides, and educational resources. - Utilize remote assistance tools for hands-on support. - Keep customers informed about updates and solicit feedback for continuous improvement.

Technical knowledge is gained by experience, I’ve sat with many customers in the past to try and give them the tools they need, in reality not everyone takes onboard what you give them. Up-skilling with Vendor training is a good start, at least that way when you do engaged with the customer, they have a better understanding what you are talking about. Once the customer feels comfortable, more of what you show them is taken onboard. You have to sit back and let the customer make mistakes, then show them how to resolve, but show them where they went wrong.

It is an enriching experience to coach your customers if their technical knowledge is low . When their apprehensions are revealed it also helps us to enhance our skills and perceptions. Providing answers makes us aware of our levels as well.

In my experience, I utilize visuals like screenshots, diagrams, or video tutorials. Visual aids can significantly enhance understanding, especially for customers who may struggle with text-based instructions.

It's also important to remember that not everyone has the same learning style as each other. Some customers may love listed instructions, well others will appreciate a screenshot, or video. Differentiating your approach and accounting for these styles will hold your customers attention as well making it easier for them to understand.

I always try to plug in some screenshots with a description or a quick loom recording of the process. This helps the end user to quickly understand the explanation without going through the long texts. Also, visuals are more engaging than the texts (especially if the text is long).

Regarding my experience recording videos to explain your services or products was very helpful and decreased numbers of calls to call center

This is very important because as soon as the customer may feel that you are talking in such a way they are finding it difficult to understand, it could affect the way they perceive information as well as their experience for any future alike scenarios Having a professional relationship with the client while taking into consideration their level of understanding of the product is crucial in order to make whole process smooth and easier for any client no matter their knowledge regarding what you are discussing That could be adapted depending on the client

I believe that a culture that encourages people to ask questions, both within the team and when communicating with customers, matters in building empathy and patience. Every time someone apologizes for asking a stupid question, I find it extremely important to reassure them that there are no stupid questions, that any question is welcome, and to praise them for asking. It is crucial to allow users to take as much time as they need to understand things, especially with a technically complex product. If you build that culture within the team, it’s easier to transfer it to customer communication.

At a previous job, I would help train the new hires. The system we used was very overwhelming at first. I would just keep putting myself in their shoes, remembering what it was like for me when I first started. I would show the correct way to do each step per the manual, then when they got the hang of that I would show tips and tricks to make it easier and faster. It truly is about patience and empathy. I had wonderful trainers and I've had some that micromanage and would bring my self-esteem down. Treating others how you want to be treated, understanding that everyone learns differently, and bringing some humor into it will help trainees feel secure and determined to help the business grow!

1. Be calm and patient even if you have to be repetitive - cx should not feel not being tech savvy is a crime(specifically in case of old age cx’s). 2. Work with the cx to solve the problem- this gives cx a sense of learning and accomplishment 3. Be proactive-Always share the root cause with cx and steps to avoid in future. If possible share alternative solutions.

In my experience,l would add that we should be able to identify on the begining on which level us the client so we can approach easier to them and reach on that level. It would just benefit us more if we connect on the same level and spare us extra explaining.I would go first from simple thank you for choosing us to the end is there anything else l could help with.

When training a customer with lower technical knowledge, find out what they want to understand. Discovery-based learning can be a powerful tool to help customers feel intelligent and capable. For example, when showing a client how to create a new project in a product, try asking, "Is there a button you think could create a new project?" If they get stuck, provide a clue like "Maybe it's on the right side." The goal is to provide guard rails while the customer discovers how to use the product. Make sure to recap what they achieved/learned at the end of the session to reinforce their progress and instill confidence in their growth. (ex. "You learned how to create, modify, and share a project")

I think @Joshua Eden makes a good point. When I started working in technical support, I spent 20 minutes explaining to my caller about the software interface when I realized he didn't even know how to run the program. I realized I needed to start from the beginning when he answered, "What do you see on your desktop"? with "a cup of coffee, a stapler, and a computer." This taught me always to make sure, we speak the same language as the client. LISTENING is the most important part.

Make your customer the HERO! As a human we are wired to feel good if we execute any new task end to end on our own. The same is the case with our customers, if possible - First, give them a detailed demo. Then ask the customer to perform the steps on their own, instill enough confidence in them that you are here if something goes wrong or if they need any help.

Probably the easiest thing during training or helping an end-user troubleshoot is take over control the end-device from the user and do everything yourself. That's why it's critical to remember the old saying: If it's easy, it's sleazy. The hardest thing to do is be a kind of guide or even a coach to the end user to cheer them on as they fiddle and fumble with the end device until they get it right -- granted that it's not a critical device that will bring the system down. This is when you have to remember another old saying: The hardest thing to do is usually the right thing to do. I've learned to be a cheerleader and even tease them with the idea that a few more of these instances, we may need them to help us out with IT stuff.

extrapolating from benchamarks. a very usefull tool is to set a method to follow-up a tutorial. low-difficulty processes, involving customer service and customer service guidance protocolos can be easily strengthened when a "shadow coaching" technic is a tool for guidance. let's set an example here: somehow, a customer with low experience related to skills needed in order to complete a new account set-up, asks for guidance and explains that he/she needs to complete the register process. we can provide a one-on-one tutorial showing the method to complete the task, then ask the customer to do it again following the structure of the method and then repeat it one more time, then ask if there is any question.

Supporting less tech-savvy customers isn't just about helping them; it's a chance for personal growth. Every interaction is a window into understanding their needs and preferences, which improves my skills. Feedback, metrics, and peer reviews are like signposts guiding me toward what I excel at and where I can grow. Seeking training or mentorship isn't just a career boost; it's a way to refine my abilities, making me a better support person for all customers, regardless of their tech know-how. It's not just about solving problems; it's about constantly improving to serve better.

I often tell my customer-facing teams: “We are being paid to know our product inside-out. Our customer is not. They have another day job”. Ability to speak the customer’s language should not be confined to specific functions or several talented individuals. It should be a basic skill enabled across the whole company.

If a customer can't get it right after email conversations, we schedule a personalized video session to help them out. It's always a success.

Never forget that every situation is different and adapting/adjusting to your customers language, or technical ability is primordial to create trust. All of the points above are required in different amounts to have the best customer experience, some need simple terms, others need visuals some want to know the jargon and understand what they are doing, it is all about balance (what isn’t?) The idea is understanding the customer, and keeping the finish line in sight to advance surely towards it.

Recently,l had one customer who missunderstood one part of information given. I have reached out through the call and explain it. Then,scheduled another callback for day after with promised follow up email to explain that in writing. I had explained in two ways so customer would understand. When l called the other day,he said thank you for going way above to explain this to me on two ways,l do understand now. Reassured the customer that we are all humans and sometimes we just need an extra explanation since maybe that day wasn’t our day.

1. Get involved in your team members' issues. This will enhance your product knowledge and deepen your understanding of your team members' perspectives in reaching resolutions. 2. Don't hesitate to ask for help from your team members or manager if you are unable to resolve a issue.