Expert Blog: Streamlining your Technical Support

5 Steps to Take your Support Ticket Processing Time from 3 Days to 3 Hours. This Expert Blog on HostingJournalist.com was written by Michael Keller, Chief Product Officer at iSpring Solutions, Inc.

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The role of technical ?support often stirs controversy in many companies. On the one hand, this team ?plays a pivotal role in the overall customer experience.

According to statistics (opens PDF in new window), over half of users leave a brand after a single bad experience, and technical support is one of the most frequent touch points between a brand and a customer. On the other hand, technical support roles are commonly viewed as undesirable career options: they typically offer lower salaries and limited growth opportunities, often serving as career starting points in customer service. At the same time, tech support staff have been found to have high?burnout rates, especially in shift-based positions.

This creates a complicated HR challenge: how can you make technical support effective, prevent burnout, and offer development opportunities? At the same time, while increasing the quality of customer service and reducing the burden on other departments having to to deal with complex support issues.

In this article, we explore how to optimize technical and customer support workflows, outline a plan for transforming support teams, and discuss the outcomes of its implementation.

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