Capterra Glossary
Product Support Services
After hardware or software is sold, issues can arise. Whether an IT group has difficulties installing said product, or it suddenly requires troubleshooting, product support services are in charge of walking customers through their concerns/questions. The product support services may be a branch of the provider itself, or it may be an third-party, independent provider. In either scenario, the mission of product support services is to resolve issues to improve customer satisfaction after a sale has taken place.
What Small and Midsize Businesses Need to Know About Product Support Services
SMBs can benefit from using product support services when they encounter problems with their software. Oftentimes, these matters are extremely time-consuming for IT teams to resolve, as they do not have intimate knowledge of the product. Product support service employees, however, are trained on specific issues that can be encountered with a particular software or hardware system and can resolve matters much more efficiently.
Related Terms
- Big Data
- Attrition
- Software as a Service (SaaS)
- Furlough
- Intranet
- Business Intelligence (BI) Services
- Enterprise Resource Planning (ERP)
- Analytics and Business Intelligence (ABI)
- Security Orchestration, Automation and Response (SOAR)
- Identity and Access Management (IAM)
- Managed Service Provider (MSP)
- Advanced Clinical Research Information Systems (ACRIS)
- Business Analytics
- Augmented Reality (AR)
- Customer Relationship Management (CRM)
- Remote Work
- AMO (Application Management Outsourcing)
- Procurement
- Go-to-Market (GTM) Strategy
- MSO (Management Services Organization)