When we spend money on a product or service, we set forth expectations and guidelines. We made the purchase or signed the contract because we see the value in what is offered. Differing from a tangible good, a service requires exactly what it states- “service.” The customer must receive the treatment, package, and respect he or she deserves.
Many business owners utilize information technology services to ensure smooth operation, as well as readily-available solutions. Most notably, third-party helpdesks are becoming more and more popular as businesses turn to Managed Services for support.
As more companies continue to offer IT support services, the biggest differentiator among companies is response time, which links directly back to service. If someone is experiencing an issue or a crisis with their network or some other technology aspect, why make them wait longer than necessary for assistance? Not only does this delay a solution, but it causes the customer to become angry and anxious, thus leading to customers shopping around for a new service provider.
As a customer, when it comes to response time, you should look for two key indicators:
Fairness. If there is an emergency, a scheduled response time should not be within 10 hours or the next business day. It should be realistic. If your operations are halted, then your productivity is lessening. Overall, the well-being of your business is at risk, so your service provider should take that into consideration. Prioritizing tickets based on urgency is something that could help your business during times of technology hiccups.
Respect. As someone paying monthly for a service, you deserve the respect of customer centricity. Empathy, acknowledgement, and time management are all major themes, which make up respect. Even if a vendor cannot get to you right away, a timeframe courtesy or a friendly conversation explaining the process can go a long way.
With SSD Technology Partners, we guarantee competitive response times that are both fair and respectful to our clients. To schedule a free consultation with Bobbie Brooks, Marketing Manager, please contact Rebecca Ruocco, Business Development.