Technical Support Service

Technology dominates the modern business world. That said, technical support service has become a requisite for every other company, big or small. But can your company’s in-house teams handle the seemingly minor technical duties without you having to invest in a good service provider? Not really. 

Over the years, technical support functions have extended from basic troubleshooting to getting the best possible results from the best possible integration of hardware, software, and networks, in general. How a technical system in a company affects business results may be a common question among business owners. 

However, one cannot overlook the impact a good technical system has on user satisfaction, operational continuity, and the competitiveness of an organization. To know more about technical support services and how you can find the fittest service provider in Nepal, be sure to read till the end of this article!

What Is Technical Support?

Technical support refers to the technical staff who are required to provide assistance to users in order to solve technical product or service-related issues. Common technical support duties include identifying problems, proposing fixes, and giving advice on how to use technology. 

Furthermore, a technical support service provider can provide their support to the users from different channels like phone, email, live interactions, or even through a face-to-face interaction. Technical support aims at taking care of complex issues that cannot otherwise be solved on the user’s end. 

Types of Technical Support Services

One can categorize technical support services on the following basis: 

Onsite Support

On-site support is the kind where technical support service providers visit the location of the user in order to solve any issues related to hardware or software. Location feasibility becomes a topic of concern. 

Remote Support

One can get access to a remote technical support service from just about anywhere. All you’re going to need is a solid internet connection. Moreover, it is one of the most affordable and convenient types of technical support services. 

Help Desk Support

Help desk technical support service can be broken down into 3 tiers, namely Tier 1, Tier 2, and Tier 3. Each one is explained below: 

• Tier 1: Brings out a solution for common and simple technical problems. 
• Tier 2: Useful for a deeper problem solution to slightly more complex technical problems. 
• Tier 3: Necessary for specialized technical issues that require support at an expert level.  

Managed Services

Managed services refer to providing monitoring, support, and maintenance services through a third-party agency to ensure dynamic management of IT systems. 

Self-Service Support

Self-service support is another convenient technical support service for users. This is mostly because it helps users get access to resources like knowledge bases, forums, or  FAQs. With such a support service, they can solve technical issues independently. 

Importance of Technical Support Services

There are several important aspects of technical support services. Some major ones are as follows:

• Continuation of Operations: The technical support service staff force helps make sure that operations remain continuous. Any possible business operation disruptions are avoided beforehand. 
• Better User Satisfaction: Service providers also make sure that users are mainly satisfied through effective and well-timed solutions from the support system’s end.    
• Compliance and Security: The service providers further ensure that secure systems are maintained while regulatory requirements are fulfilled.  
• Cost Effectiveness: Hiring a technical support service provider reduces your cost of hiring in-house teams while also reducing downtime costs. 
• Scalability: Business can scale their information technology infrastructure according to their growth.

Technical Support in Different Sectors

Technical support service staff work in different sectors. Some such sectors are: 

• IT and Software: Software programs, network hardware, and system integration support. 
• Education: E-learning systems, virtual classrooms, and learning apps support. 
• Healthcare: Medical devices, internet health data, and health rules functionality support.  
• Telecommunications: Device configurations, network connectivity, and service issues assistance and support. 
• Retail and E-Commerce: Point-of-sale systems, online sites, and customer transfer resolution support. 

Global Trends in Technical Support Services

The following sums up some major global trends in technical support services: 

• AI and Chatbots: To ensure user satisfaction, AI and chatbots are used 24 hours a day, 7 days a week as technical support. This also increases efficiency greatly. 
• Remote Support Growth: Remote technical support services have increased globally with the increase in the remote work model. This helps companies receive technical support services on time from anywhere.  
• Cybersecurity Support: Businesses are relying on cybersecurity support in order to escape cyber threats, which have also been growing in recent times. 
• Outsourcing and Offshore Support: To solve technical support problems, companies are now seeking help from outsourcing or offshore support companies. This greatly helps in reducing the cost of hiring and the time taken to provide this service.  
• Customer-Centric Models: Customers are now seeking technical support services that are personalized per individual needs. Hence, technical support service providers aim at providing customer-centric models that can be customized. 

Challenges in the Technical Support Sector

As of the current time, there are several problems that the technical support sector is now facing. Some such issues include high employee turnover, skill gaps, user expectations, language and cultural barriers, and technical complexity. 

One of the main reasons for high employee turnover is that technical support roles are very demanding. Companies can barely keep staff who can make do with the time-consuming and complex duties. 

Additionally, many who apply for the position of technical support service provider tend to be less qualified for the role, which leads to skill gaps and failure in addressing user expectations. Many global technical support service providers are not as fluent in the global language. And, there are just as many complexities technically, which cannot be solved without specialized expertise. 

Best Practices in Delivering Technical Support

For an exceptional delivery of technical support, you need to follow the best practices as follows: 

• Clear SLA Agreements: Service Level Agreements help set response and resolution times expectations. 
• Knowledge Base Development: Development and maintenance of a thorough collection of answers to common problems helps provide the best technical support.
• Performance Metrics: Performance metrics or performance indicators help identify how effective the support services are. 
• Multi-Tier Support: With the help of three-tier support, service providers can better recognize the complexity of the technical issue. 
• Continuous Training: Continuously training the staff ensures better service quality over time. 
• Remote Tools & Automation: Automation and remote support tools help in reducing resolution times while also increasing effectiveness and efficiency. 

The Future of Technical Support Services

Technical support services have become more popular over time. And, there are more than just one good reason for it. First off, businesses can help predict data before it even impacts the users. Hence, the data analytics help resolve problems prior to their existence!

Likewise, with the growing demand for technical support services worldwide, the nature of the service has also been advancing to provide personalized support to customers. Virtual and Augmented Reality (VR/ AR) also help with proper training and troubleshooting. 

Integration with IoT helps in supporting and managing growing networks of connected devices, while also helping implement eco-friendly practices to support operations, along with remaining eco-friendly. 

Why Outsource Technical Support to Nepal

The following are the main advantages of outsourcing technical support to Nepal: 

Cost Efficiency

Outsourcing technical support to Nepal can be cost-efficient. This means, even as you adopt the most fruitful technical support service for your company, you’ll still be doing your company’s budget a favor by not overspending on quality. 

Skilled Workforce

The workforce in Nepal is now competing with the global workforce, given that the youth are most keen on technical sectors, especially IT. Their proficiency in English just adds to their exceptional technical skills. 

Cultural Compatibility

Many countries have a similar time zone to Nepal. This helps in maintaining a sense of compatibility among both the businesses, clients, and the technical support service provider. Needless to say, Nepalese people are just as flexible when it comes to learning diverse cultures. 

Government Support

Regardless of where you are in the world, you need not worry about the legal system in Nepal if you’re looking to outsource from there. The government of Nepal promotes outsourcing and IT service initiatives for global clients. 

Why Kantipur Management

Kantipur Management has been leading Nepal’s outsourcing market. Here’s why: 

• Expertise: KMPL has expertise of over a decade. This has helped them gain a loyal client base over time. And, the number of clients only keeps growing each year. 
• Customized Solutions: You can have services customized per varying industry needs or your company’s unique demands. 
• Reliability: Customers can worry less about the company not delivering a worthwhile service, as they have an over 99% success ratio with a high repeat customer rate.  
• Scalability: When you hire technical support service staff from Kantipur Management, you are giving yourself a way to successfully scale as and when necessary, whether it’s scaling up or down. 

Conclusion

In order to guarantee the best possible service for your customers, you have to first make sure that you’re also providing a reliable technical support service to them. You don’t need to hire a qualified yet super expensive staff force for the same. You can simply get in touch with Kantipur Management Private Limited and have all your technical support service issues and gaps tackled in no time. 

For more information, be sure to get in touch with us today!