So…You Don’t Think You Need Tech Support? (Hold my beer.)

Had the whole thing pushed through last year (2020), it would have showcased all the latest innovations and technological marvels: autonomous taxis shuttling spectators from airports to hotels to sporting venues, robots assisting athletes with their luggage, gadgets instantly translating one language to another, and a man-made meteor shower, for starters.

The Olympics.

These quadrennial games give us a peek into our technological future. And looking at what host Japan had in store, it’s safe to say that technology will be ubiquitous and thick in the years to come.

Tech will dominate not only how we do sports, but also business, entertainment, finance and politics.  

Businesses, if they are to be competitive, will be dealing with technology in some form or another.  

That means “tech support” will also always be around. For where technology reigns, so do crashes, bugs, software updates, and hardware fixes. Just like plumbers, “tech support” will stay with us longer than we initially imagined.   

You’d think that at this stage of human progress, we’d have made plumbers redundant. In the wake of DIY trends and the availability of smart piping and easy-to-use tools, you’d think that we’d make plumbers obsolete. But far from it, in fact, Australia needs more plumbers than ever.

In the same manner, tech support will be here to stay...and stay in a big way.

4 Reasons Why Tech Support Will Soon Be Part Of Your Business?

As humanity and his technologies thrust into the future, the nature of customer service will involve and evolve into things like:

  • diagnosing and troubleshooting software issues
  • configuring and monitoring computer systems and networks
  • ensuring data safety and security
  • fixing, replacing or updating hardware
  • fielding queries from clients about technical issues
  • evaluating new technologies

You might think these things are not relevant to your niche. Sales are doing fine, and so you consider your livelihood immune to this “techie stuff.”  

Truth is, you might already be doing “tech support” and not know it. Do you have a Facebook Page? Do you use a computer or smartphone to communicate with clients? Too late, you’re already halfway there.   

Nonetheless, here are four big reasons why tech support will soon be central to your bread-and-butter.

Tech support is a fast-growing industry

You might think, “My business is not in the tech sector. I make hot tubs for goodness sakes!”

(That’s what the locksmith said, and now he’s fighting off home security systems.)

It’ll happen sooner than you think.

Because tech is expanding, so does the need to help people figure it out.

James Whittaker, of Google and Microsoft fame, talks about how a hot tub can be made “smarter” with all sorts of sensors that detect water temperature, quality, composition, level. Suddenly, you know that your daughter’s boyfriend is in your hot tub...even when you’re thousands of miles away. (As per Whittaker’s experience.)

In the future, hot tubs will connect to Twitter, Facebook and Instagram and, no surprise, people will want exactly these sort of integrations.  

Suddenly, you’re in the digital game, and you need tech support to compete.

No business is safe from the encroachment of technology. We already have smart kettles, smart plugs, and smart fashion. In this coming era of the “Internet of Things,” anything can be digitised and reduced to data.     

Be part of the “digital pivot” and make your business relevant for years to come.

Tech support makes your business competitive

As technology animates the products and services we use as a society, expect a lot of boomers to scratch their heads.

The issues can range from a battery not working or some installation procedure gone wrong. There can be usage snags or random bugs that drop clients into a warm panic.

(Because, you know, technology sometimes causes more problems than it solves.)

Having someone on the line 24/7 positions your business as an enterprise with an after-sales service—that you’re not just after the sale. In a climate where a single bad review can sink a business, standing by your product and helping clients enjoy it as originally intended is primary.

But nowadays, “tech support” isn’t just for patrons with technical issues. The practice is getting more proactive and predictive as businesses are getting data in real-time.

For example, because of predictive analytics, businesses can have a reasonable idea of when something might break. A courtesy call can inform clients of the data point. You can advise your customers before problems start, saving them the trouble. The client didn’t even need to make the call. Now that’s a much-appreciated customer service that can make hearts flutter.

Tech support is only going to grow in importance, and the enterprise with the vision and creativity to use it will take a big slice of the pie.

(Good) Tech support lowers costs

Maintaining a team of experts to answer to technical glitches might cost at the outset, but it will be a cost-saving move in the long run.

Network downtime, short hardware lifespan, and disgruntled customers are costlier in the end. These might very well cost you the business. Each setback will slowly chip at the business until there’s nothing left.

Tech support isn’t just a lifeline for customers. It goes both ways, allowing you to build relationships with clients.

Technology is a fast-moving field with a high turn-out and churn. In a couple of years, new products and standards are sure to come out. An imaginative businessman can offer companion products, extend his services, or diversify his offerings.

Vendors with pre-existing relationships and have a strong record of customer service will hear more bang for their buck. Their marketing budgets will go a long way. That is, it will be cheaper to keep an existing customer base than to grow one from scratch.

Tech support, done correctly and with competent individuals, serves up a “captured audience” with a lifetime value that offsets any upfront cost many times over.   

The only qualifier is that it has to be “good” tech support.

The Business Itself Will Need Tech Support

We’ve only really talked about clients or customers needing help figuring out hi-tech products. In reality, businesses themselves are users of technology and so would need assistance themselves.

Because by its very nature technology makes the process of doing things faster and easier, enterprises are usually the first ones to adopt the tech. Now you have businesses that have their own network, servers, and data management systems.  

But then tech is a tricky double-edged sword and clunk at the most inopportune of times. Think: a server crashing on the busiest day of the season (Christmas!) Regular employees who know their jobs only when everything is working fine would be helpless in that scenario. They’d better call “tech support.” Fast.

Businesses of a certain nature and size usually have internal experts who can work magic at a moment’s notice. If your business is growing at a certain clip or getting deeper in its dalliance with technology, you might consider having staff who can save your brand during snafus.

Building Your Team

“Tech support” requires specialised knowledge on top of customer service chops. One has to not only know which keys to press on a keyboard (problem-solving ability, creativity and logic) but also know how to delight people along the way (communication skills, EQ and empathy).

Whether you’re building a team to help customers use your product or an internal unit to ensure the integrity of your systems, you will need troubleshooters who have this prized mix of competencies.

Kinetic Innovative Staffing has searched the world over for remote workers, and we think we’ve found them.

Filipinos are known both for their abiding commitment to customer service and technical competence. The Philippines is a perennial early adapter of software and hardware technologies and the country’s engineers, software developers and information technology specialists are second to none.

They’re also innately adept in English, speaking it as a second language. This, and a host of other virtues, make Filipino remote workers the ideal tech support for your brand.

Finally, by offshoring tech support to the Philippines, your company gets to benefit from significant cost savings. Our clients generally see a 70% decrease in their labour costs each month.

Let us tell you how.

 

Kinetic Innovative Staffing has been providing hundreds of companies in the Asia Pacific, North America, the Middle East, and Europe with professionals working remotely from the Philippines since 2013. Get in touch to know more.