Technical Assistance
Technological support refers to the services provided by companies to users of computer technology products or systems. In most cases, technological support primarily provides technical help regarding particular issues with a specific product or system, not offering general training, support or provision of other service services such as product or network configuration, or installation and maintenance. Tech support services also include technical assistance and advice for a variety of hardware products such as printers, scanners, computers, and servers. These are typically referred to as "electronic support services."
Some people confuse IT support with technical support. Technological support, while still offered by many companies, is usually less frequent and less focused on addressing customer concerns. Many people refer to technical assistance as "support," but some people will use both terms interchangeably. When a person needs help with a particular piece of equipment or software, they may ask the manufacturer or technician for help, or they may seek out help from a technical support centre that offers a wide range of technological solutions.
Support provided by technical support centres can be in the form of support via email, telephone, live chat or through the internet. Live chat is an interactive voice-recorded conversation between a client and a technician. Oftentimes the person will have to provide the name of the product or software, its model number, the type of user and the exact make and/or model of the machine or computer that is being supported. During a live chat session, the client will be able to ask questions or get answers to them in real-time. Support via email typically includes general questions about products and technical problems, as well as advice on how to use the product and avoid common issues that may come up.
Customer support involves getting direct answers to customer concerns. A customer support agent may contact a customer by phone to answer any questions that the customer may have about a given issue. There are often pre-written questions or guides that are available for customers to follow to answer the questions that may come up during their own inquiries. This form of support may also offer a variety of other answers to the questions that a client may have about a specific product or program that might be relevant to their situation.
Customer support may also consist of technical help for software and hardware problems that involve troubleshooting and configuration. that could impact the ability of a system to operate correctly.
Technical assistance is generally offered to customers who are concerned about products that do not meet their needs or are incompatible with the operating system or software used on their particular computer or laptop. In addition to technical assistance, support via the telephone can also provide additional services such as support for networking cables and other hardware components that may be difficult or impossible for a customer to find or install on their own. Other services that may be offered include installation and maintenance of network devices and software and different types of hardware and software, help with specific network hardware, and help with specific operating systems.