Technical or ‘tech’ support is a form of customer communication that product-centric companies use to help their users get the most out of their products. Typically, this is done via knowledge bases, live chat, email or phone – and aims to solve technical problems such as installation issues, login errors and other technical difficulties that can have a negative impact on the user experience.

When people hear the word Tech Support, it’s easy to imagine people in call centers, dealing with unhappy customers who want to vent their frustrations over payment and delivery issues. But that is not what Tech Support is meant for. Here Tech Support differs in the type of issues that they are handling, Tech Support teams are responsible for handling installation errors, user issues and any other technical problem that prevents the customer from utilizing their product(s). In essence, Tech Support focuses on helping customers to use their product(s) more effectively.

The preferred channel of getting Tech Support is Phone Support after E-Mail Support. The AMEX Consumer Service Barometer report is shown below: