Tips on Giving Good Tech Support

Why is Tech Support mandatory?

When you try to start a new business selling a game or any other software product, writing and releasing them is only half the fight. You have to provide timely, personal tech support, more important if you are a small developer, this can still be in your advantage because large companies are not very good at providing support and people are kind of used to this. So making friends and foes can be very easy at this step, you can just send a single personal e-mail to a person having a problem with your product and you have a fan for life.

Supporting an application is hard, you will hear complaints from people with the most amazing jury rigged computers or telephone systems. Dealing with the owners can be a horrible task because no matter how difficult a machine people can be worse. People will report problems to you in only the vaguest possible terms, have no idea how their system work or actually lie to you about what they have been doing. Here are a few tips on how to be better at this.

Patience is golden. Frustration can be really high when dealing with humans but that’s your job and you have to do it and you have to satisfy the client. Still when talking on the phone your patience will be tested, especially when the customer doesn’t know if he’s using Windows or Mac. Still do your best to talk to them through it and remember that he can be a friend for life

Don’t push it. For some people every detail of the process is important so they can learn how do to this themselves some have outdated systems, phones and computers, but remember to keep it short, professional, try to resolve the problem in a timely matter, escalate the problem if it’s to difficult for you and end the conversation in a pleasant matter

Have a standard list of troubleshooting steps. With experience comes mastery, so you will come up with a list of steps that fixes the bulk of their problems based on your history with those issues. You will be able to design a list with steps that will adapt to different situations.

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