An Easy Tech Support Strategy to Decrease Issue Resolution Time

Owning a SaaS business can be aggravating at times. You may have the best FAQ page ever written and you will still be greeted with an inbox full of tech support questions. Hiring someone in-house to...

Written by Rigo Vega Thursday, Aug 08

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Owning a SaaS business can be aggravating at times. You may have the best FAQ page ever written and you will still be greeted with an inbox full of tech support questions.

Hiring someone in-house to take care of all of this is one good solution, but the outsourcing of support services can be beneficial for smaller or new operations. IT support outsourcing can be a great solution to free up your time to work on the next iteration of your software.

When looking at technical support providers, average issue resolution time is one of the big questions. Or if you choose to hire in-house, here is a quick tip for resolving customer issues in the quickest way possible.

Sort the issues by average time to resolve rather than in the order in which they came in. If this seems counter-intuitive, don’t worry. Think of it this way, if you have ten issues in your mailbox and the first two will take you two hours each to fix and the other eight will take 5 to 30 minutes each, you’ll get more customers taken care of sooner if you pick the smaller projects first. You will be a hero to those customers for fantastic issue resolution time.

Not only will your customers be super excited about the quality of your tech support by fixing their problems quickly, but it’s also an enormous motivational boost to your tech support team as well. Completing eight out of the ten projects in our example in the first couple hours of the day makes the rest of the day easier and less stressful. This doesn’t only apply to tech support strategies.

Of course, outsourced customer service lets you focus on growing your business instead of finding strategies for better customer service. But we are admittedly a little biased on the subject of support outsourcing. How can we help you help your customers?

Tags: Technical Support

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Rigo Vega

Vice President Global Customer Success

Helpware expertise

Core Services

Digital Customer Experience

Helpware’s outsourced digital customer service connects you to your customers where they are. We offer business process outsourcing that drives brand loyalty including Call Center, Answering Service, Chat, Technical, and Email support. Expand customer satisfaction by staffing the right people with the right skills across all customer channels. The results are increased brand loyalty and competitive advantage.

Content Control & Verification

Helpware’s outsourced content control and verification expand your security to protect you and your customers. We offer business process outsourcing and technology safeguards including Content Moderation, Fraud Prevention, Abuse Detection, and Profile Impersonation Monitoring. Expand content control and verification by joining your team with ours. The results are enhanced safeguards and improved customer trust.

AI Operations

Helpware’s outsourced AI operations provide the human intelligence to transform your data through enhanced integrations and tasking. We collect, annotate, and analyze large volumes of data spanning Image Processing, Video Annotation, Data Tagging, Data Digitization, and Natural Language Processing (NLP). We consistently scale your training data and optimize your learning systems. The results are measurable data consumption, quality, and speed to automation.

Back-Office Support

Helpware’s outsourced back-office support leverages the best in API, integrations, and automation. We offer back-office support and transaction processes across Research, Order Processing, Data Entry, Account Setup, Annotation, Content Moderation, and QA. The results are improvement in turnaround, critical KPI achievement, enhanced quality, and improved customer experience.

Data Labeling

Helpware’s outsourced microtasking solution includes the people, technology (integrations + automation), and platform to deliver the highest volume and most accurate tasking solution. Our experience is expansive across agriculture, vehicles, robotics, sports, and ecommerce. We drive the best in machine learning, data modeling, insurance, and transportation verification, and content labeling and moderation.

Human in the Loop

Helpware’s robust Integration and application of API for human support services allow you to create broad spectrum support and intervention based on your exact application or experience requirements. Our capability spans customer care, app support, expansive content, and data types. We create both learning and experience models: Driving outcomes through fully integrated API human task support.

Software Development

We blend innovation with practicality, crafting digital products and services that stand out for their quality, efficiency, and speed. Our expertise spans web and mobile app development, data science, AI/ML, DevOps, and more making us your go-to partner in the digital realm. We prioritize flexibility and scalability, crucial for adapting to project demands.

Loan Processing

Our loan processing service offers a streamlined approach to handling applications and approvals, significantly boosting efficiency and accuracy. This leads to faster decision-making, greatly enhancing customer satisfaction. With these improvements, our service provides a distinct market advantage in the financial industry, positioning your business for greater success and customer loyalty.

Call Center Services

Our call center representatives are equipped with an advanced tech stack and empathy to seamlessly handle both incoming and outgoing calls. Our multilingual answering services are available 24/7, ensuring exceptional customer engagement and satisfaction. Designed for adaptability and scalability, we cater to a wide range of needs.

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