The Blog

Welcome to our blog. Interesting insights into the world of product support. Where we write about the things our company cares about.

A personal approach to customer services 

We know that customer services is an essential part of your customer’s journey. This means having support available before, during, and after purchasing. Whilst a one size fits all approach is easy to adopt, it is not always appropriate. We believe customer service should always have a personal touch. In this article we look at how to take a personal approach to customer services.  Understanding the customer with listening and empathy  Ensuring that you actively listen to customer concerns and needs plays a significant role in the delivery of customer services. By having empathy, you can understand customer frustrations, allowing you to think of the appropriate solution. For example, if you answer the phone to a customer who is unhappy you can find a solution to accommodate their issue and use techniques to reduce resolve the situation.  Tailoring solutions by customising support for individual needs  It is also essential to

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Soft Support: Rethinking Engineer Visits 

Do you suffer from a high number of engineer call-outs? Are looking for a way to reduce this? Or are your engineer reports suggesting there isn’t a problem with a product, but perhaps a misdiagnosis?   Soft support is an easy way to rectify this and help you to rethink engineer visits. In this article we look at the benefits of soft support and how it can tie into your business practices.  What is soft support?  Soft support refers to support you can provide your customers without the need of an engineer visit or repair. This can include things such resetting your device or carrying out basic maintenance checks with a support agent over the phone, or a customer using a online support portal.  Cost-effectiveness  Offering soft support options is more cost-effective than sending an engineer to repair a product.  This is because the support can be done by guiding the

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5 signs that you need to invest in after-sales support

Why invest in after-sales support? When a customer purchases a product, they want to be able to use it with ease. There will always be times when they need to ask questions for more information about the product or they encounter a problem that they aren’t sure how to resolve. This is where aftersales support comes into play and why you may wish to consider the services we have to offer at TMTI. In this article, we look at the 5 signs that highlight the need for investing in after-sales support. #1 Frequent product returns A clear indicator that you need to invest in after-sales support is a notably high volume of product returns. These returns are not only a financial cost but a sign of customer dissatisfaction. This can happen when a customer notices a problem and returns it as there is no information on how to solve it.

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The importance of reducing e-waste

As organisations, we are familiar with the increased attention to e-waste and the pressure to reduce this. Whilst there are many ways to do this, it is key that it is done effectively and we understand why we need to work on this reduction. At TMTI, we understand the importance of reducing e-waste and our contribution to landfill. So let’s take a look at the key reasons to consider making this change. E-waste’s Contribution to landfill: Think about the environment A significant reason of e-waste reduction is the understanding that this waste contributes to landfill. This is, and always has been, a growing problem.  Appliances such as televisions, large white goods appliances, and even furniture can make their way to landfill sites. Making a conscious effort to reduce e-waste means considering if something really needs to go to landfill. This means assessing if there is an actual fault with the

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Why reducing customer worries is essential for effective support 

Some customers may find technology to be overwhelming or may panic if something is not behaving the way they expected. In these scenarios, it is essential that your business has effective support routes that aid in reducing customer worries and enable customers to carry out actions comfortably.   At TMTI, we understand that reducing customer worries is vital to providing effective support. Below, we have highlighted what you need to know about reducing these worries.  Trust: The foundation of customer confidence  Trust and customer confidence come hand in hand. Building your customers’ trust will make them more likely to seek technical support if required. This confidence can be achieved by having a variety of support options, such as various after-sales facilities, in place that your customers can use with ease. Customers who trust a brand are more likely to call and look to fix than immediately look for a refund or

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