How to Customize Help Support

Help and support is a very important department in any business. As different businesses face different challenges, it is paramount that clients feel their problems are addressed efficiently and that product or service support is readily available. Help and support department plays a key role in securing repeat businesses and client referrals (See Reference 1,Paragraph 3). Customer help and support should be a core element in every business to maximize profitability and keep customers happy at the same time. Although modern management theories and principles advocate for outsourcing of this key function, the benefits of having a customized in-house help and support centre will far outweigh the costs.

Follow the given Instructions:-

Carry out a feasibility survey to establish the startup costs that you will incur, from general inquiries through to technical support. It is important to be as realistic as possible. To help you make a quicker decision, remember, customers whose complaints are fully addressed are more loyal than customers with no complaints at all. (See Reference 1, Paragraph 13)

Identify sufficient space for the help and support team. This must be adequate and dependent on the operatives you intend to hire initially, and must also take into consideration future expansion plans. Make sure your employees have sufficient and ergonomically designed workspace for optimum productivity and efficiency. If your budget allows, engage the services of a design expert. Adequate space ensures that your workforce is satisfied and will lead to development.

Assemble your technical team to develop your products and services operation, application and service manuals. Come up with appropriate communications techniques like brochures, circulars and if possible, the media, that will be used. Let your technical team advise you on the appropriate developer for your software who will in-turn give advise on technical aspects of servers and peripherals and security.

Put in place a risk register as part of service planning, and map out actions to mitigate foreseeable risks. These can be an essential part in getting your priorities right and responding to customer needs( See reference 2, paragraph 1).

Create avenues for feedback from your customer through email and telephone, attitude surveys and questionnaires. This ensures that the communication between you and your customers is on the right track. It will also enable you to monitor and audit your help and support systems as well as assist in continuous updating and tailor-making.

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