CUSTOMER MAINTENANCE

Customer Support is an enterprise’s in-house team that troubleshoots the issues with a product or service. The Customer Support team primarily helps with installation, maintenance, and servicing.

The Customer Support Service is the vendor partner, who delivers services similar to the in-house Customer Support team. They are the extension arm of the product and services enterprises.

The Omni-channel Customer Support Service is a platform that provides both voice and non-voice media access systems through which a customer can seek help for troubleshooting. The customers can maintain continuity of communication through each channel they select for communication throughout their customer lifecycle with the enterprise.

L1 customer support resolves the preliminary level issues arising in a product or service, such as installation, reinstallation, and uninstallation. They create customer tickets if a deeper resolution is required.

L2 customer support works on the tickets raised by L1 support to resolve complex issues with their knowledge and expertise about the product or service.

L3 customer support comprises the development team that handles technical issues and are adept at performance tuning and bug fixing.

Some of the best practices in Customer Support Services –

• Ensure that an issue is resolved within a pre-defined time by applying expertise in the product or service.
• Ensure seamless hand-off between L1, L2, and L3 support
• Apply people skills to navigate through an issue faced by an anxious customer.
• Withhold any cross selling or up-selling during customer support; however, build trust through issue resolution and pave the way for interest creation in other products through positive conversations.
• Build long term partnership with the customer through good customer service and go the extra mile through proactive assistance.
• Reinforce KPIs, such as CSAT, NPS, and customer churn

Customer Support looks into alleviating the day to day issues faced by customers. Customer Account Management focusses on growing customer relationships. They understand the goals of their customers and help them to achieve those goals. It is a strategic, long term customer engagement and acts as an extension of the customer’s business. The Customer Account Manager thinks like the customer for the benefit of the customer.