Customer support is used by organizations to serve both technical and customer service purposes. On the technical side, customer support aims to address technical problems related to a product or service, such as deep product usage and installation issues around operating systems and applications, notes BlueNose. On the customer service side, customer support aims to quickly and accurately address the questions or feedback that customers may have.
Customer support is typically a service provided by hardware and software vendors and providers to ensure customers correctly and efficiently use their products or services.
The function may take various forms, states Webopedia. Some companies request that customers mail in their product to get it repaired; there is generally a standard turnaround time in place so customers know how long it will take. Other companies have carry-in service; products be taken to a local service center for repair. Onsite service enables customers to have a service person come to their homes to troubleshoot the issue. Phone support in the form of a hotline is also typically available to assist customers.
Some companies have various levels of customer support; for example, Oracle Corp. has multiple software technical support levels from which its customers can choose.