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Technical support, commonly shortened as tech support, is a customer service provided to customers to resolve issues, commonly with consumer electronics. This is commonly provided via call centers, online chat and email. [1] Many companies provide discussion boards for users to provide support to other users, decreasing load and cost on these ...
In addition to actively monitoring and owning incidents and user questions, and providing the communications channel for other service management disciplines with the user community, a service desk also provides an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and software licensing ...
Customer support is a range of services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. [ 1 ]
Telephone support was the main medium used until the advent of Internet. Although telephone support has worked effectively and is still being used today, it has a number of weaknesses. For example, it is frustrating for customers to be put on hold or navigate automated phone answering messages. [1]
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It found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees. Information gained in areas such as technical problems, user preferences, and satisfaction can be valuable for the planning and development work of other ...
Meaningful: Firms must make the guarantee important to the customers and provide adequate values to offset service failure. [7] Easy to invoke: The guarantee should be less dependent on the customer and more on service provider. Easy to collect: Service providers should design an easy and problem-free guarantees collection process for customers.
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