Live Customer Support

Live customer support is a range of services providing assistance with computer hardware, software, or other electronic or mechanical goods. In general, live customer support services attempt to help the user solve specific problems with a product -- rather than providing training, customization, or other support services.

Most companies which sell hardware or software offer live customer support over the telephone or via various online media such as email or a Web site. Companies and institutions frequently also have internal live customer support for employees, students, or other associates. There are also many freely available live customer support forums on the Internet, wherein experienced users volunteer to help novices.

live customer support can happen through various media, including e-mail, live chat, telephones, applications, faxes and technicians, although the most common is the telephone. Often live customer support takes the forms of support for a particular range of products or services, the support remit.

Support remits have several purposes, including legal liability, training, and availability. An Internet live customer support contractor has a limited number of Erlanger units (for instance, Customer Support Advisors) available at any one time, and so needs to satisfy a certain rate of customers. If it supports and assists on products not relating to the support remit then the customer throughput will be lower than if it only supports certain issues. Training is also a factor, built around the proverb that a jack of all trades is a master of none - a limited support remit limits the amount of training required for the support officer or CSA and allows for greater customer confidence - the definition of a support remit prevents the support officer or CSA from being humiliated by being asked about matters about which he or she knows little or nothing. A Live customer support also protects from liability lawsuits - incorrect advice on, say, Internet Explorer configuration may cause only limited damage, but incorrect advice on a Power Supply Unit may lead to serious injury or fire.

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