Technical or ‘tech’ support is a form of customer communication that product-centric companies use to help their users get the most out of their products.
Typically, this is done via knowledge bases, live chat, email or phone – and aims to solve technical problems such as installation issues, login errors and other technical difficulties that can have a negative impact on the user experience.
But, isn’t tech support just another word for customer support?
And here’s why.
The Difference Between Tech Support & Customer Support
When people hear the word tech support, it’s easy to imagine people in call centers, dealing with unhappy customers who want to vent their frustrations over payment and delivery issues. These types of issues will be handled by your customer support team, and not your tech support team.
Where tech support differs is in the type of issues that are handled.
Tech support teams are responsible for handling installation errors, user issues and any other technical problem that prevents the customer from using your product. In essence, tech support focuses on helping customers to use a product more effectively.