Today if you wish to promote an internet product you should know that every product has a policy of refunds. Rules of moneyback guarantee often states that customer can refund his money during 1-2 months after the purchase date if customer is not satisfied with product or services provided by vendor . So to keep your clients happy you need to provide high level customer support to them also a good quality product.

What is needed to select better outsource Support Service?

What you should do first is to learn their support desk. If they provide a wide range of support team such as email support, live chat support, phone support, remote support and so on, then you can continue exploring website and speaking regarding the price. Find out what customer support services will they offer. Is it IT customer support or just simple one (canned responses).

Is there a distinction between customer support and technical customer support?

The big difference is that simple customer support can answer only typical questions that already have prewritten replies and all tech issues that need more specific knowledge are being transferred to the IT department. But technical customer support doesn’t need any extra departments except general programmers support (answering some very special questions regarding the product). And the difference is in having many departments or only technical support department which will cover all issues but will be cheaper. However sometimes you could only need simple customer support department, for example in case if you’re selling simple product with some documentations and simple functions. Companies that offer IT customer support can organize non-technical as well for less money.

Outsource customer support services from India usually provide only simple support for some popular services. In Russia you'll find a company for IT customer support for a reasonable price.

What's the distinction between chat and emails support?

Ticket support is when customer sends an e-mail and then web script opens a ticket . Forum threads and tickets are very common. Usually customer gets support answer in 8-12 hours (up to 24 hours). Livechat Support is a chat system between customer support personal and a customer. In this case customer requests are being answered quickly and the response time is usually about 5 minutes. This is good if you are selling a program for a price greater than $50 when customers require more urgent support assistance. The most effective is a combination of tickets and live support when technically hard issues get answered by emails and simple questions (most part of requests) are being answered live in chats.

Also technical customer support desk should have extra services out there. For instance it is very useful to have working reports service available. You can request a customer support team report and see how many emails are actually finished today or the day before and control how many problems do customers have.

It is best to find the best outsourced support provider simply because this is extremely crucial for the business.