Although many companies now know of the necessities of IT Marketing, it’s still advisable for businesses to know the specifics of the services they need. This empowers them to demand only the best from their chosen third-party providers.
One such example of outsourced services 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 your client, they need to know what kind of customer support their provider should deliver. Because their provider’s help desk will be on the front lines serving as the first point of contact, they will not be perceived as a separate entity, but rather, as a part of their business. If they fail, their business fails as well in the eyes of their customers.
To establish good relations with your customers, your IT marketing agent should let potential customers know that they should look for the following:
Well-trained customer service representatives
It takes skills to soothe irate customers, especially when their complaints can’t be resolved immediately. Thus, their provider should have a readily available team 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 their 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 their website goes down at an ungodly hour, their 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 round-the-clock availability.
If their 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, they 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
Your customers shouldn’t just go with any provider with the lowest price offer. Instead, they need to choose a provider with an established reputation for delivering customer support. They may cost higher than newer provider but think of it more as an investment and less as an expense. When their customers are happy, they develop loyalty for their brand and become repeat buyers, so it all translates to a good ROI in the end