There are several ways that IT support services can drastically improve your customer service. The quality of that service is what will determine your success or failure. According to Help Scout’s infographic on customer services statistics, it takes 12 positive experiences to make up for 1 unresolved negative experience.
With that being said, it’s crucial that all available resources, including advances in technology, are utilized to ensure that your customers’ needs and concerns are being fulfilled. If your business can anticipate customer demands and tailor your processes in order to meet them, you should enjoy a clear competitive advantage. And who doesn’t want to be on the cutting edge of technology, right?
That’s why it’s so important to understand how IT support services can benefit your business. Below are a couple that can make a huge difference.
Implementing the Right Case Management Software
When partnering with the right managed service provider (MSP), you’ll have access to their expertise in software. By taking advantage of this aspect of their IT support services, you can find the right case management software for you and your company. Why would you need case management software? Well, interactions between people, process, data, and content can be dynamic and absolutely unpredictable.
These interactions can be simplified and unified with case management software which allows for better, faster, and smarter business decisions. This software keeps all customer records and information in a single location, which also permits online collaboration and remote access.
Case management software is an all-inclusive solution which has the capacity to handle every aspect of customer service, including content management, customer history, data analytics, and incident management. The more efficiently your staff can access records and deal with customers, the smoother the process will be and the happier your customers will end up in the long run. Work closely with your MSP to implement the right software and you’ll be seeing much happier customers in no time.
Utilizing Cloud Solutions
Many trusted MSPs have cloud solutions as one of their primary IT support services. And they should, since cloud computing is projected to increase from $67 billion in 2015 to $162 billion in 2020, according to the cloud computing forecasts done by Forbes.
By using technology to store information in the cloud, you can provide improved customer service. Cloud hosting and storage are designed to protect information (especially in disaster or recovery situations), allow for remote collaboration, and to be fully accessible from any location.
This kind of technology allows your team to provide more efficient and reliable customer service, in the office or in the field. You no longer have to worry about an important staff member being out of the office and not able to access that important presentation or project.
Knowing When to Outsource Support
There are SO many things IT support services can do to help your business reach full potential, but sometimes you have to make the decision to outsource some of the clutter yourself. Customer service support can now be easily outsourced to companies which specialize in this area of business.
For example, when Virgin America wanted to improve on their customer service, they hired an external company to manage the entire process. As a result of the changes that were implemented, Virgin experienced a 10 percent improvement in agent productivity and a 9.5 percent gain in forecasting accuracy of its monthly call volumes. Virgin America CFO Peter Hunt pointed to the company’s use of outsourcing as a way that the company avoids complexity and keeps its costs down, in this article on Virgin America’s Secret to Success.
Often, the cost-savings associated with outsourcing certain areas of customer service are well worth it. And it keeps you and your staff members from having to do all the dirty work.
Finding the Proper Billing Solutions
As mentioned before, many experienced MSPs have a good grip on software that benefits their customers. Rely on your managed service provider and their IT support services to guide you and your company in the right direction when it comes to the proper billing solution.
Technology tools that manage customer billing are now being integrated with other business operations, which allow for improved information sharing and processing. For instance, this is especially true in the medical field where some billing tools have been integrated with Medicare and Medicaid, making the entire billing process far more organized and proficient. Research what billing solutions may work for your business, speak to your MSP, and give your accounting person a break.
Every company should partner with an MSP and take advantage of their IT support services. By doing so, you can determine which technology tools are best for your specific business in order to enhance your customer service, not only for the benefit of your customers, but also to realize the improvements that can be achieved in your bottom line. The happier your customers are, the more likely they’ll continue business with you and provide your company with a good reputation.
