Although IT support can now be easily outsourced, it’s still advisable for businesses to know the basics of the services they need. This empowers them to demand only the best from their chosen third-party providers.
One such example of outsourced IT support is customer support. Businesses can delegate this task to providers, leaving them with more time to focus on their main objectives. Usually, this kind of customer support is outsourced in the form of a help desk wherein representatives take calls and answer emails.
As the client, you must know what kind of customer support your provider should deliver. Your provider’s help desk will be perceived as a part of your business since it will be on the front lines serving as the first point of contact. If the help desk fails, then your business fails as well in the eyes of your customers.
To establish good relations with your customers, look for a provider of IT support that can offer the following:
WELL-TRAINED CUSTOMER SERVICE REPRESENTATIVES
It takes skills to soothe irate customers, especially when their complaints can’t be resolved immediately. Thus, your provider should have a readily available team who’s already experienced in conflict resolution and business communication. They should know proper phone etiquette, de-escalation techniques, and detailed documentation. They should know when to follow a script, and when to think outside the box. And that’s just the soft skills part. They also must possess hard skills such as using logging tools, troubleshooting basic technical issues, and recognizing security risks, among other things.
Whenever your systems go down, people will contact your help desk first and foremost to find out what’s going on. Unfortunately, unexpected outages know no schedule, so you should have a help desk that’s available 24/7. In case your website goes down at an ungodly hour, your customers should be able to connect with your business and get a resolution or at least, information. Although a lot of businesses still offer their help desk during their regular hours of operation, many are seeing the benefit of around-the-clock availability.
If your business is still growing, there’s no way to predict just how fast it can become bigger, so scalability is another important factor to consider when looking for a provider. Their services should be able to scale up and down accordingly without affecting their performance. After all, you want a provider that’s just as flexible as your business is. If they can’t keep up, then they’re not a good match.
PROVEN TRACK RECORD WITH IT SUPPORT IN ORLANDO
Don’t just go with any provider with the lowest price offer. Instead, choose a provider with an established reputation for delivering best-in-class customer support. When happy customers develop loyalty for your brand, they become repeat buyers, translating to a good ROI in the end.
For high-quality customer support, look no further than ION247. As a trusted provider of IT support, we have everything an outsourced help desk should have and more. Contact us today for additional information on our services.
*Blog post updated September 28,2020.