WHY I.T. NEEDS CUSTOMER SERVICE
Think back to the last time you were frustrated with a technological issue and sent an email to your MSP and waited way too long to get a response. We’ve all been there. Something isn’t right with your computer and you have no clue how to fix it or where to even start. Frustrating, right? You gotta make a call to your MSP (managed service provider) help desk and have a professional sort it out while you continue to stress. As customers, and humans for that matter, all we want is to be acknowledged and when that doesn’t happen and our service requests are ignored, we feel let down and disappointed.
Check it out: Hit or Myth: Outsourcing I.T.
From the MSP’s viewpoint, and the help desk techs that work there, the issues customer call in or email with for help, are often simple. What they may not always acknowledge is that their clients are not help desk technicians and are not as experienced or well-versed in the computer language as they are. Because of this communication barrier, the experience clients often have with getting help from tech support is unpleasant.
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It’s true that I.T. has a rough reputation when it comes to customer service. But there’s always time to learn useful practices towards improving the quality of customer service at your company. What really makes the big difference between a satisfied and an unsatisfied customer is listening. That’s right, listening to their frustrations and issues they’re having with their technology should be the primary focus if you want to find the right solution and have a successful exchange.
You’re dealing with people first and foremost. When people receive the help they need and have been waiting for, they’re going to remember. That’s good news for your business as an MSP. It certainly doesn’t hurt to deliver an empathetic and helpful attitude.
So, what steps can your company, as an MSP, take to make sure your techs are offering the best customer service possible?
DON'T IGNORE COMPLAINTS
Sure, no one looks forward to hearing an unhappy customer complain, but ignoring those complaints will only make a situation worse. Hearing what is making the customer so unhappy and working through a solution will not only provide a positive experience, but may also possibly provide a solution to other customers with the same issue who have not spoken up.
It may seem ineffective, but as an MSP, it’s important to gather more, not less complaints from customers. The reasoning behind this is that if you want fewer complaints in the future, you need to hear about what you need to improve on. To get essential feedback from customers, you need to make yourself accessible and don’t hesitate to ask for feedback after an exchange.
MAKE YOUR CURRENT CUSTOMERS A PRIORITY
You have a solid client base that is satisfied with your service as an MSP, but this relationship can easily be overlooked. Don’t take a customer’s relationship with your business for granted, especially when its good. The best thing to do is feed and nurture the relationships you have by putting more focus on the help desk.
THERE'S NO "I" IN TEAM
Providing exceptional customer service shouldn’t solely be the responsibility of one single MSP tech, but a team effort. When the help desk technicians can communicate with field technicians, they can learn more about the customers and questions that are often asked.