IT Customer Services

Outsource your IT support to reduce costs and facilitate growth.

Support outsourcing
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Features

  • Complying with standard security assurance procedures (PCI DSS Level 1 certification)
  • Escalating the most difficult cases to developers
  • Analyzing ticket flow and customer satisfaction rate
  • Implementing up-to-date hard- and software
  • Providing detailed QA reports
  • Training the team pre-launch
  • Developing and implementing the knowledge base
  • Collecting logs, reproducing problems

140+ companies worldwide have already chosen SupportYourApp

Find Out Why
Customer Support Outsourcing for SignEasy
Customer Support Outsourcing for Niel Patel
Customer Support Outsourcing for Lifx
Customer Support Outsourcing for Here
Customer Support Outsourcing for Calm
Customer Support Outsourcing for SignEasy
Customer Support Outsourcing for Niel Patel
Customer Support Outsourcing for Lifx
Customer Support Outsourcing for Here
Customer Support Outsourcing for Calm
Customer Support Outsourcing for SignEasy
Customer Support Outsourcing for Niel Patel
Customer Support Outsourcing for Lifx
Customer Support Outsourcing for Here
Customer Support Outsourcing for Calm
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A

Why Choose SupportYourApp

Price may vary. Describe your needs, and we will calculate the pricing just for you.

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How much it costs? How it Works

Check integration roadmap and start scaling faster.
 1st month of integration is free! 

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    Choose a package to start with
  • in 24 hours We will contact you and help you personalize your ideal plan
  • in 1 week Sign up for our service and confirm all the details
  • in 10 days Integration: FAQ, template development, system integration, etc.
  • in 1 month LAUNCH: 1st month prepayment and we go LIVE
  • after 2 months 1st month revision, prepayment for 2nd month. Your customers are happy and so are you!

From any Channel...

Your customers will be heard through any channel you choose...

  • Email
  • in-app
  • Chat
  • VoiP
  • Facebook
  • WhatsApp
  • Viber
  • iMessage
  • ...any channel

...to any Integration

...and we can integrate with all major CRM systems or add a new integration just for you.

  • Gsuite
  • Zendesk
  • Help Scout
  • Fast Spring
  • Live Agent
  • Intercom
  • Freshdesk
  • Kayako
  • Uservoice

Secure otusourcing services Ultimate Security

The level of attention to security is completely unheard of for the support industry. For example, we have obtained PCI DSS Level 1 Service Provider certification for our facilities. It ensures data safety for you and your customers.

Services Catalog

Pick up the best service for your needs:

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Custom Software

For the past 10 years we have built our own tools for handling customer support flow. And we are sharing it with you:

QCRM - qustomer support ticket management system

QCRM™

Ticket management system that helps us manage huge teams and help them manage a huge workflow of emails.

Quidget – online chat widget for web

Quidget™

Live chat tool which may be incorporated directly onto the web page that delivers faster performance and helps our team interact with the customers.

Quidget – online chat widget for web

Qouston

Though it blends into other interfaces and is almost imperceptible, it still is a powerful and sophisticated instrument that supercharges every interaction with the power of AI.

QCRM – customer management system

Clients Reviews

What will the cost of service be for you? Request a call, and we will get back to you within minutes.

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"We wanted to improve our standard of customer support. We had one full time person working in Germany. He did a great job, but he was off at night, on weekends... We also were not able to answer the phone. The outsourcing services of SupportYourApp did improve on that.".
Oliver Breidenbach from Boinx Software Ltd.

Oliver Breidenbach CEO and founder,
Boinx Software Ltd.,
boinx.com,
Germany.

Boinx Software Ltd. logo
"SupportYourApp was a godsend to us. The ability to have people respond to our customers no matter where they are in the world on 24/7 basis is really astonishing. I was working in other companies where the support level did not come even close.".
Kevin La Rue from Skylum, Inc.

Kevin La Rue Vice President,
Skylum, Inc.,
Skylum.com,
US.

Skylum, Inc. logo
"SupportYourApp's work has resulted in a dramatic increase in great feedback from our customers. We hear all the time from customers on Shopper Approved, telling us they've never seen a company with such a fast response time.".
Josh Brown from Softorino Inc.

Josh Brown CMO,
Softorino Inc.,
softorino.com,
US.

Softorino Inc. logo
"Within 3 months, over 80% of sales and support requests were able to be addressed directly by SupportYourApp. By creating the tools and processes we are now able to add additional resources when the need arises. They are truly committed to supporting the customer at all levels.".
Todd Penny from GoCodes

Todd Penny Founder,
GoCodes,
gocodes.com,
US.

GoCodes logo
"With all the agents working on the team, we were able to drastically improve all of our key performance indicators. Our average first response time was dropped under 1.5 hours, our average resolution time dropped under 12 hours, and our customer satisfaction scores were higher than ever.".
Monica Perez from Sign Easy

Monica Perez Head of CS,
Sign Easy,
signeasy.com,
US.

Sign Easy logo
"The highlight of SupportYourApp's CRM is the ability to review all the phone calls that come through, handy filter or quickly show open issues, or issues needing developer attention. At this point, it seems the most appropriate for our e-mail and phone support outsourcing.".
Chris Devor from Macroplant, Inc.

Chris Devor CEO and founder,
Macroplant, Inc.,
macroplant.com,
US.

Macroplant, Inc. logo
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What is IT customer service?

IT customer service is a set of actions aimed at providing customers with help and guidance before, during and after the purchase of goods or services. IT customer care representatives make sure the IT company doesn’t focus solely on developing and adding new features into the software but is also customer-centric. This makes sure the product stays up-to-date and the customers using it are heard. 

To provide the best IT customer support, the agents must go through proper training. This way they will get all the necessary customer service skills. 

IT support — customer service representatives skills

A perfect IT customer service team must have a lot of different traits. That is why it is so difficult to develop and cultivate them — it takes too much time, especially for an in-house team. 

Among others, the most important skills of an IT customer service team are: 

Personalization

94% of customers claim personalization is “important,” “very important,” or “extremely important” for them. Personalized offers and communication are the keys of making customers feel special — something of paramount importance in the world of everything-mass-produced. 

The more personalized IT customer support is, the better customer communication will be. It is reported 77% of customers are willing to pay more, if they are offered personalized customer experience. The same amount reported to have recommended a service provider willing to personalize their offer to their friends and family.

By bringing personalization to IT customer service, it is easy to enhance customer experience as well as increase customer conversion and return rates. 

Flexibility

Flexibility can be named a subsection of personalization. But if some things cannot be personalized, almost every element of IT customer journey can easily be made flexible: 

  • Payment timing;
  • Subscription model;
  • Communication approach and channels and so on.

Even though IT customer service might not see as many possibilities for flexibility, an IT vendor still needs to do everything to make the most flexible and adaptable offer. This is bound to attract more customers. It will also make the service look more professional and customer-oriented.

Patience

IT and customer service representatives deal with a lot of different customers. And they might not necessarily be tech-savvy or have enough time for a lengthy explanation. They need their answers and resolution here and now.

Patience is a virtue. More so when it comes to customer service and support. Dealing with a lot of different people, especially when they are disgruntled or in a hurry is sure to cause a lot of stress for IT customer service consultants. Training them to be patient and accept the customers as they are will go a long way for them and for the quality of service. 

Empathy

Empathic approach makes all the difference. Often customers call a customer support IT team just to have someone to talk to. It is also necessary to remember: if a customer doesn’t plan on returning to your business after a bad experience, they will not call a customer service team. They are more likely to go on sharing their experience with their friends and family. 

Remember: if a customer calls your IT customer service team, they are willing to give you another try. Take an empathic approach to resolving their issues. It will increase their satisfaction level, erasing the bad impression even faster. Use such customer service language as:

  • I understand;
  • I hear you;
  • I would feel the same way too;
  • Let me help you with that;
  • I will be glad to assist you today.

These seemingly simple phrases will make all the difference when it comes to customer service in IT. It will also increase return rate and will help your customer base turn loyal. 

Positive language

Being a professional IT customer service representative means knowing what words to use and when to use them. Language plays a pivotal role in satisfying and relaxing the customer no matter what issue they have. Customer care IT professionals who know how to use language to their advantage and turn the customer loyal with ease are valued by any IT company. 

Even though using a positive language might be difficult, especially when dealing with grumpy and rude customers, it is a skill that goes a long way in the IT customer service field. 

Why is IT customer care important for any business? 

The IT customer service department is not the easiest to set up. One needs to: 

  • Make sure all communication channels are covered;
  • Make sure all SLAs are fulfilled;
  • Check the level of customer service team’s knowledge regularly;
  • Provide good salary and work conditions;
  • Set up all the necessary hard-and software.

This is a lot! That is why so many businesses outsource their IT customer service teams. It allows them to save a lot of resources and focus on other aspects of their businesses rather than on the IT customer service team. 

But why is the customer service IT team so important? It helps businesses establish a trusting relationship with their customer base even before the purchase is made. This makes the chance of loyal relationships higher from the get-go. 

In short — a customer service team makes your customers happier from the second they decide to use your services.

IT support as a service — SupportYourApp and team training

Of course, having provided IT companies with outsource customer service for a decade, we at SupportYourApp know all about team training and how to prepare our professionals for the most challenging of customers. 

We learn everything about good customer service

We learn everything about excellent customer service. And we adapt this knowledge to every IT product we work with. Nothing is too challenging for us. 

How do we do it? How do we train so many teams to provide equally good customer service? 

  • Expanding the team — we begin by selecting only the best and most experienced candidates for the job. We always make sure they have the necessary soft and hard skills to not only be the best customer service provider, but also to be the best teammates. 
  • Onboarding — during the onboarding process we lie down the basis for the most necessary skills and traits of the IT customer service consultants:
    • Positive language;
    • Empathy
    • The ability to listen;
    • The willingness to help;
  • Initial product training — we make sure our customer service consultants perfectly know the IT product they are working with and can answer virtually any question that can come from the customers. 
  • Further QA — we conduct a quality assurance process every month or as often as our clients require. We not only check the quality and the speed of answers, but also make sure to check the product knowledge. Our Delivery Managers hold separate testing and additional training to confirm our teams know and remember all the information perfectly. 

We develop a sense of the team

SupportYourApp has a very long history of team building tradition. We hold it frequently, especially if the IT customer service team is growing and adding new members. This way we form not only professional but personal bonds. This helps us have the sense of the team even in the hottest of seasons. 

How does it reflect on customer service? Customers get seamless experience. There are no interruptions. Our omnichannel ticket resolution system is perfectly supported by our teams’ collaboration. Both of them help our customers get correct and timely answers they need when they turn to the customer service team. 

We respect our clients’ customers

Providing the best customer service is impossible without respecting the customer. That is why we teach all our IT teams to respect any customer and provide the best IT customer service possible to them. We strive to maintain the same 95% customer satisfaction KPI across all our teams of professionals. 

Respect, understanding and the willingness to help the customers are three pillars we at SupportYourApp are basing our customer service on. 

IT customer support channels of communication

  • Email for IT support

    Email is still the most popular channel of communication for IT customer service — 54% percent of customers use it to reach IT support teams. And that is understandable. Email is still the only channel the customer can transfer a lot of information through — the entire description of the issue they are having, necessary screenshots, receipts’ scans and the information on when and how to contact them. 

    Setting up email is the easiest and the most crucial of steps for an IT customer service team. It is always the first in forming omnichannel communication.

  • Phones

    If your IT customer service team uses a phone as one of the primary channels of communication, make sure to set up strict SLAs of pickup time. 75% of customers claim it takes too long to reach a live agent and this in its turn influences customer satisfaction KPI — the most important one in customer service. Even though IT customers say they will wait for an answer for 11 minutes before hanging up, there is no point to make them wait that long. 

    There are a ton of different points that can complicate IT customer service over the phone. The important thing is to remember what can improve it and elevate customer experience:  

    • Fast pickup’
    • High resolution rate;
    • Excellent communication style.
  • Chats and chatbots

    Chats have not been around for a long time. Chatbots, even less. But they are still responsible for a considerable amount of tickets resolved and inquiries answered. 6 out of 10 US customers say they prefer chat to any other means of communication. 

    For IT customer service chat is irreplaceable. It allows IT professionals to communicate with customers instantly without having to call them. As a result, they can look up information if they need. They can also think of the most optimal answer. In general, chat allows for both: instant and correct answers which can bode well for IT customer experience.

  • Social media

    Social media is the newest way of business-customer communication. Even IT companies are using it now. 

    Social media is also a perfect tool for the customers to get information about your IT company — 53% of consumers will post about a good customer experience and 35% will surely mention a bad one. So you have to be very careful about your corporate social media activity. Your customer service is directly dependent on your IT company social media activity and customer communication.

FAQ

To get the fastest answer for any question simply contact us and ask anything.

Ask Us A Question
What is IT customer service?
IT customer service is a set of services provided to an IT customer before, during and after the service is paid for. They are aimed at providing the customer with the best experience.
How much does the IT customer service team cost?
The cost of an IT service team depends on the number of support consultants and the languages they speak. You can find out more about SupportYourApp pricing here.
How can I hire an IT customer service team?
To hire a perfect IT customer service a business needs to assess its support needs and conduct the research for the most flexible solution in the market. Only after that can an informed decision be made.
Will the customer service IT team be efficient for my business?
If your customer support team covers all the necessary channels of communication and can speak the same language with your customers, then it will surely be efficient for your business.
How will my customer benefit from IT customer service?
The customers will get a seamless experience and will see a lot more benefits in continuing their relationship with your brand.

Knowledge Base

For the past 10 years we have been through many-many challenges, victories, problems and failures. Here are our stories:

How to Make a Support Team More Approachable

How to Make a Support Team More Approachable

By Ksenia Savchenko

8 min read
A Beginner’s Guide to Co-Browsing

A Beginner’s Guide to Co-Browsing

By Anna Shevtsova

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