No matter if your product is an open-source script, a Web application or a downloadable product, you should provide some form of technical support. Support is a key factor in the success of your product/service. Users love and appreciate responsive support. You should use what you learn from users to improve your product/service.
Support one of the most important key selling points. It can be a reason for a person to choose your product/service over the competition. When users know that someone is on hand to answer questions or fix bugs it can influence the decision to buy or sign up.
Users always need support. Even if you have a bulletproof product and the most excellent tutorials and documentation, someone will always find a way to break it or just not read the information staring them in the face.
You should also track the amount of time being taken up by support, so that you can plan for future requirements.
Before launching your product, you should decide how you will support it.
You might offer some or all of the following types of support:
- Social media,
- Ticketing system,
- Real-time chat.
Supporting users by calls is very time-consuming. But for some types of products, it’s needed to reassure potential buyers, particularly if they are not Internet-savvy or if the product has sensitive information. Some users trust the product more only if they know they can speak to a real person. You can use calls support further by offering a remote-desktop feature to help customers right on their computer (Team viewer, for example).
Note: If you decide to provide calls support, you should clearly state when it is available, including time-zone information.
2 . Email
Many companies (developers) start with email support. You just need to publish an email address, and answer queries as they come in. The good points are that you don’t need any additional software, everyone uses email. Anyway, it may be tricky if you are not the only person supporting the product. Imagine, if all of the support staff logs into the same mailbox, two people are likely to answer the same query, or a request may get ignored because everyone thinks someone else is dealing with it.
Anyway if you choose email support mechanism, consider setting up template responses to common requests, much as you would use canned responses in a help desk system. Remember to keep improving, adding to and correcting these responses as your website or product changes.
3 . Social media
Social media support has become so important that many large companies are far more responsive on Twitter, for example, than via traditional means. Social media should be a part of your support system.Don’t consider it to be the only way that you help people. You should always be able to quickly respond to someone who is having a problem or has a question about your product. If a user mentions that they are trying out your demo, you should always say, “Let us know if you have any questions!”. It is very important that you not appear to hound potential customers. You should just give them a way to ask informally about anything on their mind.
4. Ticketing system
The most preferable way is Ticketing system support. They make the process of providing support much easier when multiple staff members are involved. You can see whether a request is being responded to and who is working on it. They also make it way easier to keep track of the support requests coming in and how much time they are taking up.
5. Real-time chat
Some ticketing systems have real-time chat-based support , and it’s also available as a standalone service. It can be a really good way to quickly answer a question, but for longer answers and code samples, dealing with people in the main support area is much easier.
To sum up
Software developers should view support as a necessary part of their job.
Always be attentive to the details.
Always ask if users have any other questions concerning your product/service.
Make sure users are satisfied with your support and get what they needed to know.
Hope this article was helpful for you, guys!