Technical Support: In-House vs. Outsourced

IT support is a critical aspect in business, especially in these times when the use of technology is so widespread. In your own backyard, you’ll find that a lot of your processes depend on your organization’s IT system and resources. For instance, your IT team is responsible for making sure that your files and data are stored and backed up properly, or that only authorized persons will have…


Simple Guide to Understanding Tech Support Jargon-Banner

A Simple Guide to Understanding Tech Support Jargon

If you’ve attended a meeting before with an outsourced tech support agency or with professionals in the industry, then you’ve probably encountered someone blurting out tech terms incomprehensible to others outside the field. During these situations, someone almost always ends up saying, “In English, please.” This familiar image rings true to customers talking to tech support specialists and…


Tech-Support-Gone-Wrong

10 Brilliant Examples of Tech Support Gone Wrong

Most businesses these days rely on stable internet connections and complex computer systems to handle their daily operations. So when something goes haywire in your network or device, who you gonna call? Your amazing tech support team (nope, not the Ghostbusters)! These trained professionals are your front liners against a multitude of issues. From network connectivity problems to DDoS…


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The Future of Technical Support Outsourcing: Top Trends and Things to Know

2018 is coming to a close, and most people live, breathe, and eat the Internet. It has empowered consumers to perform a lot of tasks that previously took a lot of time to do, such as shopping, learning, banking, and more. The world has become a smaller place because of this, as the internet allows people all over the world to meet at a common place: online. To keep up with the needs of the…


Will Bots Replace the Human Customer Support Role

Will Bots Really Replace the Human Customer Support Role?

Perhaps it took longer than expected, but the rise of the machines is now at hand. Artificial intelligence is fast becoming more advanced and is now being used in a host of applications. It’s changing the technological landscape as we know it, bringing us closer to Cyberdyne System’s Skynet computer. But let’s not get ahead of ourselves, folks. We’re currently working on and perfecting AI…


Tech Support Scams to Watch Out For

Technical Support Scams to Watch Out For (and How to Spot Them)

Technology has helped the world in many ways, but there’s no denying that there’s a dark side to it. For instance, phones, computers, and the internet can be exploited by fraudsters to deceive unsuspecting users into giving up personal information, and to some extent, their properties too. Technical support scams do just that—they fool the unaware into thinking that there’s something wrong with…


Experience has it: 10 best practices for outstanding customer support services

Outsourced customer support is the future. Whether you’re a startup or a company with more than 100 employees, the need for customer support is rising due to the fact that products aren’t perfect, yet we aim for perfection when it comes to our services. “How can you remain on top of the game in the field of customer support?” is a question we hear a lot lately and we wanted to share with you 10…


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The Difference Between Customer Support and Customer Success Teams

When we talk about your business product or service, there is no doubt that both support and success teams are considered as essential assets for the entire customer lifecycle. Since customer support and customer success are often intertwined, we think that is critical to define and understand their differences and roles, especially when your company’s output is based on a certain tech…