Deal qualification for technical support

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Oh technical support and customer service these two terms are usually confused to end lump together some people go as far as using them interchangeably however these two terms could not be more different knowing the difference between these terms can help you improve your support strategies let's break down their definitions and discuss the difference between technical support and customer service so what's technical support technical support refers to the assistance that is provided to a user who requires help with a technical product or service being a hardware device or software tool as a result technical support is not usually provided to every single one of your customers but only to the ones that request it generally technical support representatives are also highly skilled and trained to understand the ins and outs of hardware and software products the more complex the product or service that a business might offer is the higher the skill requirement for technical support reps will be as well and what's customer service customer service is a set of practices that seek to improve the interactions between your customers and your business through the entire purchasing process for pre-purchase to post purchase customer service is present in every single touch point between every single customer and the business as a result customer service best practices are usually taught across all staff that might have an interaction with a customer at any point the end goal of customer service is to guarantee a smooth and pleasant interaction between the customer and business so what's the difference between technical support and customer service now that you know the definition of both terms let's see how they are different technical support refers to assistance that is provided to customers who require help with technical products such as hardware and software on the other hand customer service is a set of practices that seek to guarantee that every single interaction between a customer and a business is pleasant to the customer the common confusion between these two terms stems from the fact that technical support reps will need good customer service skills to excel at their job however that's not exclusive to them any staff that would have direct interactions with customers will need good customer service skills as well this includes sales staff summer support staff cashiers and marketers in a way you could say that offered technical support to your customers would be part of your overall customer service strategy so wait we just mentioned customer support how is that different well we discussed how customer support is different from customer service in another video you can check it out by clicking on the card that is on the screen right now but let's break down the difference between customer support and technical support as we already discussed technical support assists customers who might run into issues with technical products or services on the other hand customer support seeks to assist customers who require help with any kind of issue including non-technical this might include finding the right product making a special purchase updating their payment method and so on look at it this way technical support is a kind of customer support that could be offered to customers however not every business that offers customer support will offer technical support for example a store that sells t-shirts does not need to offer hardware or software support to their customers but will want to assist them in other areas regarding their purchase now you know the difference between all of these different terms thanks for watching and make sure to subscribe to our YouTube channel for more videos on all things customer service