Basics for Managing Technical Support and Ecommerce Activities

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Technical advancement has enhanced the ways of interaction so much that ecommerce sales and purchases are more convenient than going to physical markets. Many factors have contributed to this growth in the ecommerce industry over the last decade. As ecommerce is growing, the need for technical support has also risen in this industry. This need can be met either through an in-house technical support unit or by opting for a qualified support services provider.

A strong technical support unit brings in many benefits for the business. Some basic reading about technical support can help you better understand the requirement(s) of your ecommerce business and the options available for you for setting up technical support.

Technical Support Infrastructure  

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Generally, technical support infrastructure is physical or computer-generated resources in a data centre that processes and analyzes data. It can be distributed across many data centers that can be established by the company itself or by third party providers.

It has 5 main components:

i. Facilities

ii. Network Storage

iii. Servers

iv. Management tools and services

v. Applications

Three-Tiered Technical Support Model

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Technical support is usually divided into three levels (L) or tiers (T) to handle the customer or business issues more efficiently.

The levels of Technical Support

L1 or T1

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This level is dedicated to basic support issues. Technicians at this level can tackle simple and basic technical issues using the given knowledge base, FAQs, and the step-by-step operating manual. L1 support is delivered through helpdesks— 24 hour call center, live chat, or remote team support.

The customer service representative at this level has the broad understanding of the products and services. They can typically assist with navigation around the application, password and username issues, basic hardware and software setup, and troubleshooting.

Most user issues are resolved at this stage. The more complicated ones are escalated to the second level and issued a tracking/ticket number.

L2 or T2

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At this level, technicians are more knowledgeable and experienced about the product or service as this involves advanced level troubleshooting and technical analysis.

Using advanced diagnosis and data analysis, the customer service representative has to determine whether it is a new issue or an already existing one. If it is an already existing one and does not have a solution in the database, then the developer is contacted.

If it is a new issue, then it has to be determined if it can be resolved by the L2 specialists or it needs to be forwarded to level 3 support.

L3 or T3

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This level of technical support is rendered by specialists who have been involved in product development. It is the highest level of technical support services and deals with most advanced and difficult product issues.

Once a solution is determined for the new issue identified at level 2, it is added to the database for troubleshooting in future.

What Happens Before L1 and After L3?

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Any problem resolution through self-help is considered to be level 0 or tier 0 of technical support. This could include FAQs and website support for finding solutions but does not include contacting a helpdesk or a customer service representative.

Similarly, level 4 or tier 4 happens outside the company’s technical support infrastructure. It represents an escalation point and it only exists in case of multiple vendors.

In-House Vs Remote Workforce for Technical Support

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Feasible provision of technical support is imperative for growth in the ecommerce world. To make a decision, businesses should remember:

  • In the beginning, it is usually convenient to provide a single-tiered technical support system.
  • As a business and ecommerce sales grow, a multi-tiered support system is better to handle technical problems at different levels, allocate resources efficiently, and satisfy customer needs.
  • It is financially expensive and time consuming to arrange level 1 and level 2 technical support infrastructures in-house. These levels do not deal with highly complicated issues and a specialist technical support service provider is more suited to provide these.
  • Having a remote workforce ensures timely delivery of technical support to your business, at less overhead costs than having an in-house team.
  • To avoid losing focus from the core activities, ecommerce businesses usually opt for a support service provider and remote workforce options for level 1 and level 2 of technical support.
  • Contracting technical support to a support service provider can take away the fuss of hiring the right people, additional financial strain, and monitoring expenses.
  • Support services providers can provide specialists for 24 hour call center support, ecommerce support, and operational support to cover technical issues for your customers and internal operations.
  • Having a remote workforce means your company can hire specialists from local as well as international talent pools.
  • Remote workers are reported to have higher levels of efficiency and productivity and lower levels of stress. This consequently translates into a happy team= better support services.
  • The option a business chooses to establish its technical configuration—for their operational as well as customer support—has to gel with its overall ecommerce activities and company goals.

Conclusion

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Conclusively, technical support is a critical part of ecommerce support and customer service. It has become equally important for B2B sales and online retail. Its importance in smooth operations and resolving issues for customer satisfaction cannot be emphasized enough. Establishing a technical support unit has never been easier. The only homework for a company is to decide how it wants its business to be supported by IT professionals and how much resources is it ready to tie up.

With numerous options available in the global market, technical support is only a call away!

Top Human Resource

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In eight years of operations, we have streamlined our specially designed and all-inclusive recruitment, onboarding, and training process to ensure optimum skill development, complete reliability, and continued growth of our human capital.

IdeasUnlimited hires top human resource through an extensive recruitment process, manages them using a three-tier framework, and trains them regurlarly

Our Edge

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Seamless Brand Extension

IdeasUnlimited presents an authentic and consistent extension of your brand image since we work with you to understand your business, products and services, and values.

24/7 Availability

IdeasUnlimited’s 24 hour call center service ensures every opportunity is seized, exponentially increasing the degree of conversion from inquiries to acquisitions.

Omnichannel Support

We manage the omnichannel customer experience to ensure seamless, personalized interactions that translate into greater brand loyalty.

Top Resources

Our specialized personnel undergo rigorous selection and training to deliver the best quality service. Unlike other companies, with IdeasUnlimited you can choose the ‘voice of your company’ that you want your customers to hear!

Variety of Services

Our vast experience with clients from all over the world and divergent industries equips us with the skills and expertise to offer a myriad of services. Call us and we will arrange expert support services for all your needs.

Customization

One size never fits all; call us and we will tailor our services to your exact specifications so you get the most viable solution.

Fast Scalability & Flexibility

Our remote team offers us the unparalleled edge of fast scalability of operations. If you are unsure of your budget or hourly requirements, we have flexible monthly as well as 6 and 12-month contracts.

Business VOIP

We use the best available technology and  have partnered with a third-party turnkey business VoIP provider to provide you with enterprise-grade unlimited inbound, outbound VoIP, IVR, voicemail, call recording, call queue, and other features.

CRM

The latest tools and techniques are used at IdeasUnlimited to ensure customer retention and an increased lifetime value of customers, to significantly improve the bottom line.

Project Management

Our experienced 24/7 project managers carry out all the necessary training, coordination, reporting, and skill development to ensure optimal project execution.

Training Facilitation

We carry out initial and ongoing training and ensure skill development on products, industries, and services as per the client’s requirements.

Virtual Monitoring Platform

Our on-site and remote workers are monitored and we share the project data with our clients in the form of screenshots, activity levels, app and URL usage, etc. on our virtual monitoring platform. You can be assured of getting what you pay for!

Quality Assurance Team

At IdeasUnlimited, we carry out regular quality assurance checks of our systems and projects to assure that we maintain the highest standards of quality in all that we deliver.

Cost-Effective Packages

Our services are competitively priced and the cost savings from working with us guaranteed.

Data Security

At IdeasUnlimited we take data protection very seriously, ensuring stringent compliance with European GDPR and PCI Security Standards Council privacy policy.

ABC Scorecard

Our data analytics team prepares a monthly scorecard analyzing the key stats for your business, close competitors, and overall industry. This is in line with our commitment to help transform and grow your business.

Some of Our Satisfied Clients

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Contact Us

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We are available to answer any queries, provide you with more information, and create the most effective solution to suit your business support requirements.

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