It’s no secret in today’s technologically advanced marketplace that consumers have higher expectations than ever before when it comes to the quality customer experience. Companies often tout their high priority approach to customer support, but the proof is truly in the experience. The reality is very simple: if your clients can’t set themselves apart by the quality of their customer care, they won’t have a competitive advantage.
This couldn’t be more true than in the IT service provider space. Best practices have to be established, yet the tried and true that once helped your clients set the stage are no longer enough. Systems and dedicated employees are great, but they won’t be able to keep pace with the efficiency offered by a competitor relying on the right software. Let’s take a look at a few must-haves for meeting customer demand.
Customer information must be in a single location. Once upon a time, it was OK to take down customer information on a piece of paper or even a Post-It as long as the issue was resolved. Today, the customer expects the problem not only to be fixed, but also stored for future reference. When they call back, they assume their provider will have a record of all interactions, service calls, and bills. It’s much more efficient if all this information is kept in one place.
Integration is key to customer support. If your clients have more than one system in place to provide customer support, the information they’re collecting on customers has to be accessible through all systems. Integration is key, whether it’s a customer relationship management (CRM) solution or a customer support ticket system.
Focus on streamlined communication and collaboration. The more the team knows about a customer and the situation, the better prepared they are to collaborate on a solution. Plus, when this practice is common, the best individual to handle the challenge or the customer is put into the rotation, ensuring better delivery of the expected level of customer support.
Clearly define and agree upon expectations. There’s nothing worse than losing a client simply because they didn’t understand what they were supposed to receive from their provider. It’s the responsibility of the service provider to define expectations and make sure that both sides agree. When the service provider understands the “job” they have been hired to do, they’re much more prepared to do the job.
Fortunately, there are software solutions that can help service providers get to the level they need with their customer support. Contact eXemplify to better understand the options and what to do next. You will not only boost your own competitive advantage — you’ll help your clients shine through the noise as well.