Technical Support and Warranty Management Together Improve Customer Satisfaction

Today, businesses are constantly looking for ways to improve customer satisfaction. As the world continues to evolve, it won’t be the product quality that takes the lead but the satisfaction a customer drives from it. This is possible only by transforming the after-sales or aftermarket experience of the customer. Businesses today need to understand the importance of customer satisfaction and employ measures to not only track it but also look for ways to enhance the same. When a customer purchases a product, they are provided with a warranty which is an obligation provided by the manufacturer to the customer for some time. But the customer journey doesn’t end there but it is just the beginning of the customer journey. This customer satisfaction is achieved through both technical support and warranty management.

One may say that these two services are completely different but when we look at the holistic picture of things, these two are interlinked and join together to form a unique bond of customer satisfaction. The only difference between a satisfied customer and a frustrated one would be how the internal systems and processes of an organization are used.

We should now shift our focus to achieving a higher degree of synchronicity between these two systems and drive positive growth for businesses.

First, let us understand what technical support and warranty management are:

Technical Support

This is a customer-facing gig and is all about troubleshooting issues that a customer might face. Post the troubleshooting, the resolution is offered and these resolutions often are enough to overcome the majority of the challenges customers face. For issues that persist or are bigger than what one thought them to be, they are escalated to higher levels of technical support where in-depth troubleshooting is done to identify the issue and provide resolution. This technical support can be delivered through multiple channels such as phone, email, online chat, and knowledge bases and can also employ new-age technologies such as augmented reality and virtual reality.

Warranty Management

This is a process that lays down the foundation of the guarantee provided by manufacturers to their end customers. This starts from the moment the product is sold to the customer and it is valid until the warranty period is active. It encompasses every activity from claim generation to data analysis and processing of the claim. The activities also involve the customer and the supplier for manufacturers. An advanced warranty management software pivots on the customer experience and analyzes the data generated to ensure the betterment of the product and quick service.

Identifying collaborative opportunities between two departments and systems will lead businesses to higher growth and profitability.

On the Crossroads of Technical Support and Warranty Management

For any product sold and issue or a ticket raised, support is provided. This support could be on the phone, website chat, on WhatsApp chat, or over a video call. Imagine if you bought a refrigerator and you encountered issues with the cooling or any such feature, here is how the whole process would go about:

Verification of Warranty

You will call customer care or the support helpline to convey your issue. They will first verify if your product is under warranty or not. Post this verification, the representative over the phone might offer you help to solve this problem by referring to a knowledge base or any internal document. These are done with the help of a warranty management system that gives the details of the customer and the appliance bought by them.

Troubleshooting and Support

Here, the technical support representative would utilize their skill sets to troubleshoot the issue and gather as much information as he/she can about the problem encountered. The representative would also offer resolutions and all of it will be documented in a centralized system where the next person assigned to this case would have information about the previous steps that were completed/offered.

Initiation of the Warranty Claim

Even if the issue persists after the call with the technical support representative, the representative might raise a warranty claim which will be done via the warranty management system. While doing that, the system will auto-fill the details about you as the tracking of the warranty would have been done via the serial number, phone number, email address, or similar information.

Communication to Resolve

Communication is key in every aspect of life and this situation is no different. This communication is provided via a centrally managed warranty management software which acts as a single source of truth and communication center.

Collection and Analysis of Data

The data is captured at various touchpoints and the resolution process is not different. This captured data can provide insights into the performance of the product and help identify flaws and drawbacks in a product. This also captures if there were any replacement parts provided in the resolution process.

Technical Support

The captured data allows the technical teams to check and identify any prevalent/recurring issues, and work towards the refinement of the resolution. This step would also require the technical team to update the knowledge base with the resolution that worked, thereby providing a deep insight into recurring problems that can be referred to both by the customer and the technical team.

Warranty Management

When we talk about the performance of a particular product, we need to have data to back this up. In this case, the data can be used to perform a deep analysis of product drawbacks and flaws. Not just that, it should also be noted that the data can also provide insight into what worked and what didn’t. This information can be used by the product development team to improve the product in future iterations.

How Technical Support and Warranty Management Build a Collaborative System

Let us explore how this intertwined system can maximize its effectiveness. Let us explore a few strategies:

Integrated Systems

Businesses need to invest in warranty management systems that are robust and can also integrate with the central ticketing system within the organization.

Data-Driven Training

Businesses need to analyze the warranty data regularly to identify concerns that customers face commonly. With the technical teams, the resolution can be identified and implemented.

Support Teams Empowerment

When the technical team has access to the warranty management system, they will be able to analyze the warranty issues, repair processes, and more. When support teams are empowered, the data can enable a fast and data-backed decision-making process to understand prospects and value engineering strategies.

Achieving Transparency

Transparency is key just like communication. Traditionally, customers did not have any transparency into what was happening and they would constantly need to check with the technical or warranty teams to get the latest update. But now, customers appreciate transparent communications and are likely to engage with businesses that provide status updates. This will help enable the customers to be kept in the loop and enhance customer satisfaction.

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Our Final Take on The Synchronization of Technical Support and Warranty Management

When talking about technical support and warranty management, we need to understand that they are the same entities, two sides of the same coin. To achieve a seamless after-sales experience, businesses must have a collaborative ecosystem by leveraging new-age technology. A closer look at the data would provide insights to help them plan and strategize future activities accordingly.

Furthermore, streamlining communications and a synchronized utilization of technical support and warranty management processes would result in making these processes profitable. In the competitive landscape that we see today, it becomes crucial for businesses to implement strategies to elevate customer success. Each strategy should be customer-centric and should have measurable results. Through a synchronized system between these two processes, businesses can turn a frustrated customer into a happy one!

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