Share it

5 Options for Offering Technical Support to Your Customers (Plus Pros and Cons of Each)

Virtual teams working dispersed together

There are a multitude of methods available for businesses to provide support to customers, and each has its upsides as well as its drawbacks.

Knowing the options that are out there, and understanding the ins and outs, will let you pick the best combination for your company, so stick around and we’ll give you a rundown on the most important mediums for offering technical assistance.

Video Chat: A Quick and Convenient Option for Customers

Offering customers the option to have a face-to-face conversation with technical experts can be an effective way to provide support. Video chat is a great tool, as it allows customers to get help right away without having to wait in line or on hold.

This type of communication also allows businesses to quickly troubleshoot any issues that may arise, providing helpful advice along the way.

Additionally, video chat offers increased flexibility when it comes time for customer service representatives to answer questions. With the use of a user-friendly video chat API, they’re able talk while simultaneously looking up information or other resources during the call if needed.

It’s also possible that video chat could save your company money by cutting down on travel costs associated with sending out technicians every time there is an issue to tackle.

The downside is that not every customer will be able to access video chat services, whether due to a lack of a compatible device, or an inadequate network connection. So it can’t be your only means of getting support.

Phone Support: Always There When You Need It

Providing the ability to call in and speak with a live representative is a tried and tested method of delivering technical assistance to customers.

Phone support can be beneficial because it allows customers to get help right away without waiting for online or email responses, which can take time. Additionally, having someone available via a modern phone system provides helpful advice that may not be possible through text-based communication methods, like online chat or email.

On the other hand, phone support requires staffing resources. If you don’t have enough people available when your customer calls in, they may experience long wait times before getting any help at all. As such, businesses should make sure they have adequate staff ready to handle incoming calls whenever necessary, especially during peak hours.

Online Help Desk Software: Streamlining the Process of Answering Queries

Help desk software streamlines the process of answering queries, and allows businesses to respond quickly, often within minutes or hours. This type of system can also be used for tracking inquiries, so you know when customers are waiting on follow-up responses from your team.

Moreover, most help desk systems offer customizable features that make it easy for companies to adapt their service offerings, while still providing efficient solutions and support options.

In the column of cons, some customers may find online help desks difficult to use due to its technical nature. Business owners should consider this before investing in such a solution, especially if they are targeting a wide audience that can include the less technically minded members of the public.

Live Chat Tools: Connecting You with Customers Instantly

Live chat tools allow customers to connect directly with businesses through a website or mobile app. This type of support is great for those who need quick responses, as live chats can often be answered within minutes, sometimes even seconds! It also allows you to respond in real-time and give helpful advice on the spot.

However, it’s important to note that not all customer inquiries are suitable for this type of communication. Some may require more complex solutions that may take longer to explain and resolve than what live chat can encompass. Additionally, there’s always the chance of miscommunication, which could lead to misunderstandings between representatives and customers alike.

It’s also possible to elevate your support by automating parts of it: for instance, FAQ chatbots can take care of answering all basic customer questions, while your support agents can focus on more challenging tasks

Social Media Platforms: Leverage Popular Networks to Reach Out To Your Audience

Using social media platforms such as Twitter, Facebook and Instagram can help businesses reach out to customers quickly. By creating accounts on these sites, you can provide helpful advice while also building a community of followers who may be able to answer questions or offer support in the future.

Better yet, if someone has an issue they need assistance with, they can contact your business directly via private message, thus allowing them access to one-on-one customer service without having to make a call.

However there are drawbacks; companies must ensure that their messages are appropriate for each platform, and that responses come from knowledgeable staff members so as not to damage the brand’s reputation.

Wrapping Up

It’s definitely worth adopting and overseeing as many customer support channels as you can reasonably run within your company, as this gives you the best chance of fielding all queries and catering to all audiences. However, if you need to be more targeted, take your customer’s needs and expectations into account to make your choice.

Share it


Related Posts


Don't miss out on your next career move. Work with Apollo Technical and we'll keep you in the loop about the best IT and engineering jobs out there — and we'll keep it between us.


Engineering and IT recruiting are competitive. It's easy to miss out on top talent to get crucial projects done. Work with Apollo Technical and we'll bring the best IT and Engineering talent right to you.