It’s no secret that we’ve all become service-obsessed. As customers, our expectations are forcing companies to rethink their approach to service in order to stand out from the competition and get favorable ratings in reviews. According to Forbes, 96% of customers will leave you for bad customer service.
That’s the driving force behind Rackspace’s term 'Fanatical Support', a customer service program that takes it to the next level by providing intensive and proactive support. It’s no longer acceptable to do the bare minimum when it comes to customer service. Clients are expecting over-the-top, fanatical support that anticipates their needs.
So what does that look like for an IT department? Let's run through some of the best practices for providing exceptional IT customer service.
- Your programs are covered - You’ll want to make sure that your customer support team is well-equipped and well-versed in a variety of applications and cloud platforms. Whether you’re using Amazon Web Services, Microsoft Azure, Google Apps for Work, or VMware vCloud, a fantastic service provider will have experts in each one who is able to troubleshoot any issues and walk you through “how-to's”. An exceptional service team has professionals certified in a variety of programming languages and platforms so that no matter the issue, your team can handle it in no time.
- Communication is key - Customers want to be in the loop as you work together to solve any IT issues. Keeping clients informed as you work through their support tickets helps them feel involved and well taken care of. Make sure your communication processes are clear and timely as rapid response times let your customers know they’re your first priority. Build out a support team for each customer and keep them informed as their issue gets resolved by highly trained system engineers or support technicians. That team also needs to be available at all times with communication lines open across your preferred tools, such as a ticketing system, email, or chat. Allow for customers to share their feedback on how their experience was so you can tweak your processes and get to that 100% customer satisfaction rating.
- Focused on growth - Not only is an exceptional customer service team focused on improving their support levels, but they’re also interested in helping to grow your organization by offering a custom suite of tools to help you do just that. This may come in the form of consultation services for expanding your digital transformation journey or even custom implementations that are tailored to your organization’s goals.
Whatever the next chapter brings, it's reassuring to know an exceptional team will be with you every step of the way.
How a Managed Service Provider can help improve customer satisfaction
IT customer service needs to take top priority for your organization if you hope to retain loyal customers and build your business. It’s also one of the most frequently outsourced services as managed hosts can provide a consistent, exceptional level of support.
Managed service providers (MSPs) are uniquely equipped to offer 24/7, multi-channel communication across the globe, and businesses of any size regularly reap the benefits of an MSP approach which saves both time and money.
It's time to stop worrying about the level of customer service you’re receiving, and allow Quercus IT to deliver fanatical service with their all-in-one Help Desk solution. Reach out to speak to the team today!