How can Technical Support improve accuracy?

Accuracy is one of the most important metrics for technical support, as it reflects the quality of the solutions and information provided to customers. However, achieving high accuracy can be challenging, especially when dealing with complex or unfamiliar issues, multiple channels, and diverse customer needs. In this article, we will explore some strategies and tips to help technical support improve accuracy and deliver better service.

1 Define accuracy standards

The first step to improve accuracy is to define what it means and how to measure it. Accuracy standards should be clear, consistent, and aligned with the business goals and customer expectations. For example, accuracy can be defined as the percentage of tickets resolved on the first contact, the number of errors or corrections made, or the level of customer satisfaction and feedback. Accuracy standards should also be communicated and enforced across the technical support team, and regularly reviewed and updated.

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Soulla Montgomery

Quote Manager at GE Vernova
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If you have a product you'd like to sell to a customer and you don't know the technical specifications of the product in question, it's best practice to consult with the experts first before offering to the client. Only this way, can we improve the accuracy of the offer and provide a seamless and effective service. Being proactive in detecting any problems before they arise. Communication is the key, and training should be ongoing and offered to everyone involved in the chain between customer and offering. The systems being used should be continuously updated to improve the efficiency of the company offer, and therefore helping to maintain happy and satisfied customers.

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2 Train and coach staff

The second step to improve accuracy is to train and coach staff on the technical skills, processes, and tools they need to perform their tasks. Training and coaching should be ongoing, tailored, and interactive, and cover topics such as product knowledge, troubleshooting techniques, documentation practices, and communication skills. Training and coaching should also include feedback and evaluation mechanisms, such as quizzes, simulations, peer reviews, and audits, to identify and address gaps and areas for improvement.

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Anjana Shukla, Msc

Senior IT Technician | Cybersecurity | Formerly, Lancaster University
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Utilising a curated knowledge base is indispensable for maintaining accuracy in technical support. Over my tenure, I've found that regularly updating and vetting resources ensures that support staff have access to the most relevant and accurate information. And given the current trends, incorporating AI-driven tools for real-time problem-solving would further enhance efficiency and precision in resolving customer queries.

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3 Use reliable resources

The third step to improve accuracy is to use reliable resources to support the technical support staff in finding and delivering the right solutions and information. Reliable resources can include knowledge bases, manuals, guides, FAQs, forums, blogs, videos, podcasts, or any other sources that are relevant, up-to-date, and verified. Technical support staff should be encouraged and enabled to access and use these resources whenever they need them, and to contribute and share their own insights and experiences.

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4 Implement quality assurance

The fourth step to improve accuracy is to implement quality assurance processes and tools to monitor and evaluate the technical support performance and output. Quality assurance can include methods such as surveys, ratings, reviews, testimonials, analytics, reports, or any other indicators that can provide feedback and insights on the accuracy level and customer satisfaction. Quality assurance can also involve corrective and preventive actions, such as recognition, rewards, incentives, coaching, mentoring, or retraining, to motivate and improve the technical support staff.

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5 Seek customer feedback

The fifth step to improve accuracy is to seek customer feedback and use it to improve the technical support service and quality. Customer feedback can be collected through various channels, such as surveys, ratings, reviews, testimonials, emails, calls, chats, or social media. Customer feedback can provide valuable information on the customer needs, expectations, preferences, pain points, and satisfaction levels. Customer feedback can also help to identify and resolve any issues, errors, or complaints, and to build trust and loyalty with the customers.

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Wilson S.

Focado em atendimento e suporte ao cliente, ajudando a alcançar soluções em serviços de TI | Técnico de suporte PL | Analista Cloud | Fotografo
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Busque feedback. O quinto passo para melhorar a precisão, e creio que seja o principal e a busca pelo feedback do cliente. Nada melhor do que o próprio cliente dando seu parecer sobre melhorias de precisão. Para isto, o técnico de suporte pode anexar em todos os chamados abertos pela TI uma flag de satisfação do cliente, nesta flag o cliente além de passar o seu feedback, pode também dar sugestões relevantes sobre o tema. Fico à disposição. Atenciosamente,

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6 Learn from mistakes

The sixth step to improve accuracy is to learn from mistakes and use them as opportunities to grow and improve. Mistakes are inevitable in technical support, but they can be minimized and prevented by analyzing their root causes, impacts, and solutions. Technical support staff should be encouraged and supported to admit and report their mistakes, and to learn from them and from others. Mistakes can also be used as case studies, examples, or lessons for training, coaching, or knowledge sharing purposes.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can Technical Support improve accuracy?

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1 Define accuracy standards

2 Train and coach staff

3 Use reliable resources

4 Implement quality assurance

5 Seek customer feedback

6 Learn from mistakes

7 Here’s what else to consider

Technical Support

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How can Technical Support improve accuracy?

1

2

3

4

5

6

7

1 Define accuracy standards

2 Train and coach staff

3 Use reliable resources

4 Implement quality assurance

5 Seek customer feedback

6 Learn from mistakes

7 Here’s what else to consider

Technical Support

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