What is IT Customer Support?

Simply put, IT customer support is a section of customer service that provides users with valuable and helpful information about particular products or services your company offers. Customer support has become an essential part of many branches, including IT. This term is often associated with SaaS and tech companies that provide complex IT solutions – which is why their customers need ongoing technical support.

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What is Tech Support?

Tech support focuses on bugs (issues), technical disruptions, installation difficulties, user or login errors, situations when modules aren’t working, and more. Tech support is there to help you get the most out of the product. When you have a product-based company, technical support is one of the essential departments of your business for long-term success.

This type of support is usually done via a live chat, email, phone, or a knowledge base filled with how-to articles that customers can peruse 24/7.

What is the Difference Between Customer Service vs Customer Support?

In general, customer service focuses on the overall user experience, while customer support will help around specific features of a product the company offers.

Customer service often comes as the first contact for customers. They help with transactions, transactional metrics, deliveries, user satisfaction, and more. Customer service can be found in many industries such as fast food, banking, and retail.

On the other hand, the customer support team helps people solve particular issues related to their purchased products. IT customer support will help increase business-related metrics such as customer effort score or Net Promoter Score (NPS). IT customer support can be found in SaaS and eCommerce.

Think of IT customer support as a specialized part of customer service.”

In the competitive arena of today’s business world, a top-notch support team covers the entire customer lifecycle, from the purchase of a product through customer retention. The hope is to create a customer evangelist, or someone so enthusiastic about your business, they promote your products for you, free of charge.

The ultimate goal is customer success, which stands for efforts a company makes to help users be successful, both with the purchased product and in general.