The world had come a long way from the days when tech support was usually local, often came to your home to fix your device, and any tech that could access the Internet was a long-term investment. Nowadays, with even devices that cost almost as much as a used car being thought of as disposable, tech support has gotten a bad rap. This has contributed to other problems, as people often don’t trust the people who are actually trying to help.
When you run a legitimate tech support company, it can be challenging to cope with some of the problems. Once you have a high-risk payment gateway for tech support in place to protect you against excessive chargebacks, and that understands your higher-risk profile isn’t actually your fault, you can take additional steps to make your business a bit more solid.
Proofreading and Subtlety
It’s tempting whenever one starts a business to assume that all promotion must be loud and edgy. While it’s okay to try new things and be real with people, tech support is rarely going to seem cool. As well, loudness is often what people use to try and cover up when they aren’t on the level. This means, as strange as it may sound, that a more subtle approach can often paint you as the option that’s both competent and trustworthy for helping clients to handle their tech problems and insecurities.
Proofreading is just one way that you can ease people’s minds. Many scammers are in such a hurry to build something that they don’t even bother hiring a native English speaker to proofread their copy. Generally speaking, any professional organization isn’t going to have typos on their website, and to find one typo among dozens of pages is all many people will tolerate. By taking the time to ensure your copy is written flawlessly, you demonstrate you’re here to stay and can be trusted with delicate work.
Kind, Leading Questions
One of the big points of both the sales step and the customer service step is to ask both questions that are designed to help, and questions that are intended to lead. When your client calls with a problem, and you then solve it, asking your client if they are satisfied does more than just confirm that they got their problem taken care of. It also often helps them to feel good when talking to your agents.
Following Up
Following up is one of the most major unsung heroes of business that so many entrepreneurs and managers forget. Following up is often the most significant difference between being a commodity and being a trusted brand.
When your company is a commodity, it’s all too easy to lose out to a scammy company that promises things you know it won’t deliver but offers a lower price. But then, when you’re a trusted brand, you become the place clients go to when they want something they can be sure about.
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