5 Reasons Technical Support is Essential in the Big Data Age

Remote IT support is critical for big data strategies for brands in virtually every sector of the economy in 2020.
technical support in the age of big data
Shutterstock Image License - By Gorodenkoff

In an age where data plays a fundamental role in every aspect of our lives, it’s relatively simple to find the answers that we need. You can conduct a Google query and you’ll quickly find thousands of helpful webpages, YouTube videos, and blogs dealing with the issue. Big data has made it possible to store information on virtually everything.

Unfortunately, the growing reliance on big data hasn’t come without a cost. The amount of strain that growing data repositories place on servers can lead to technical issues. Human error is also more common, as many companies fail to manage their data properly.

These issues highlight the need for technical support services. We talked about the role that big data has played in the evolution of IT support, but it is important to recognize that it has also increased the need for these services as well. Technical support will actually be more important than ever as we become more dependent on big data.

Big Data Raises the Bar for Technical Support

Companies have been quick to take advantage of new advances in data technology. They’ve replaced thick manuals with downloadable versions, implemented self-service options, and reduced human-based technical support. The digital age has given businesses much scope in cutting costs through data-driven solutions without sacrificing service.

Or has it?

Despite the rapid progress of data-driven automation, or perhaps because of it, the human touch is increasingly essential. Clients are wary of dealing with inefficient chatbots that deliver robotic answers. Speed and convenience are top priorities for 75% of consumers. Consumers find it frustrating to have to go through several channels to get the response they require. This is not acceptable in a world where big data can streamline many services.

Polls show that 96% of clients feel that customer service is somewhat or very important for ongoing brand loyalty. They’ll actively seek out top service providers over those with the best product ranges.

In an increasingly competitive environment, not providing clients the support they need could prove a fatal mistake. While clients are becoming more adept at finding the answers they need, they’re less willing to look for them. According to support firm, SupportYourApp, the demand for robust technical support has never been higher.

Why is Technical Support Important?

Convenience

Technical support services in a world driven by data offer a lot of benefits. One of the most important benefits of using technical support to supplement your big data strategy is improved convenience.

Self-service options are useful, but clients also expect access to advanced assistance as they require it. Consumers today are time-strapped and need quick answers delivered to them effortlessly. A two-minute chat or call to support is far easier than searching through pages of potential solutions online.

It Improves Customer Satisfaction

The novelty of a new product wears off quickly. If the product doesn’t perform as they expect, they’ll become frustrated quickly. It doesn’t matter, at this stage, if the client is using the product incorrectly. They’ll develop negative connotations toward your brand.

By providing technical assistance, you cut the cycle of frustration. The consultants will tactfully talk the client through the correct steps to take, defusing the annoyance. A well-trained team will ensure that the customer understands how to avoid a repeat occurrence.

In most cases, it’s a small misunderstanding that’s quickly resolved. In the few instances where it’s a mismatch between the client’s needs and the product, the service team might suggest alternatives. Either way, the client leaves feeling better about the company than they did initially.

Not providing a high level of support may irreparably harm the relationship. Clients are realistic, they understand that nothing is perfect. While they’ll be disappointed with the product’s perceived failures, they’re usually willing to give the company a chance to right the situation.

A well-trained team will soothe ill-feelings and strengthen the relationship.

It Improves Customer Success

Any one of us might use three or four devices and scores of different software daily. How many of us use all the relevant features of all of these items? We use the features most convenient for us, but do we look any further?

Having a technical support team goes further than merely solving client queries. They’re also there to ensure that your client gets the most mileage out of their products. The consultants will explain additional features that your customer might find useful.

Improving customer success improves client retention.  With average retention rates across multiple industries dipping below 20%, this is a vital area on which to focus.

What Is Customer Success?

Customer success, in essence, means how much use your client gets out of your product. It starts by identifying the solution that best matches the client’s needs. Then it continues as consultants ensure that the client understands how to use each feature.

It’s useful because it increases the product’s perceived value to the client. The more features that they use, the more indispensable the item becomes. The client is also more likely to recommend the product or software because they find it so useful.

Big data plays an important role in defining customer success. However, it is important to use data effectively, which entails using reliable technical support teams.

It Increases Sales

We have already pointed out the importance of using big data to scale revenue in previous articles. Data-driven technical support is an example of this concept in action.

The lines between sales and customer support are blurring today. Companies must take advantage of every point of contact. Providing technical assistance gives the firm an additional sales opportunity.

Consultants will assist the client with their queries. They may also, at the same time, ask thoughtful questions that plant the seed for upgrades or additional product purchases. A well-trained technical team, conversant in all the products the company sells, is a significant asset.

First Call Resolution

Having a technically-minded support staff makes it easier for companies to provide first-call resolution. Not having to ping a technician for an answer saves your call center operatives’ time. More importantly, it speeds up the response to your clients.

Big Data Creates New Standards for Technical Support Services

Providing technical support is still very important in a world governed by big data. It allows companies to take their client relationships to the next level. It assists them in improving satisfaction, customer success, and sales. At worst, clients receive the support that they require quickly and efficiently. At best, you set the stage for a fiercely loyal customer base.

Matt Bertram
MATT BERTRAM, C.P.C., is the Co-Host of the most popular SEO podcast on iTunes. He is the Lead Digital Marketing Strategist and CEO at eWebResults, a top internet marketing agency since 1999 focused on driving traffic though multi-channel marketing built on Organic SEO as the backbone.