IT Support has become a fundamental element of modern businesses in this digital era, increasing IT agility and providing faster responses to cyber attacks.
IT support typically operates in three tiers; Level 1 involves simple customer requests; Level 2 escalates into more in-depth issues; and finally Level 3 utilizes subject matter experts to resolve even the most challenging problems.
Proactive Support
Proactive support is an approach to customer service that anticipates potential problems and takes preventative steps before they arise. By offering proactive assistance, brands can save both their customers time and money through this innovative practice.
Many companies are already taking proactive steps in providing customer support. One approach involves adding answers to frequently asked questions such as hours and location information in a simple greeting on their website or mobile app – this allows customers to quickly locate what they need quickly.
Implementing an omnichannel contact center enables teams to monitor all conversations across channels in one central place and respond in real-time with information that customers require, simultaneously reducing support requests while freeing agents up for more complex and high-impact issues. According to research from inContact, 87% of customers prefer being reached out proactively with questions or issues as it makes them feel valued by their brand.
24/7 Support
Offering 24/7 support allows your customers to reach you through various channels at all hours of the day, giving you more opportunity to meet customer expectations and enhance overall service satisfaction, increase sales, decrease abandoned call rates and decrease abandoned call rates. However, providing round-the-clock support may prove costly as it requires hiring additional team members, training them properly and equipping them with tools necessary for effective work at all hours of the day.
Provide IT support around-the-clock, which demonstrates your dedication and care for customers, can build trust and loyalty among your client base and encourage repeat purchases from you. Even though not every channel allows for 24/7 coverage, technology such as automatic call distribution, chatbots, or canned responses may help streamline processes while decreasing customer wait times.
Managed Services
IT technology is ever-evolving, leaving many businesses struggling to keep pace. By selecting an experienced managed service provider, your IT systems will be in safe hands.
Managed services providers can streamline your IT operations by upgrading equipment, automating tasks and streamlining workflows. In addition, they can offer 24-hour help desk support as well as comprehensive security measures designed to safeguard against cybercrime.
Managed service providers can save your organization money by eliminating high hourly employee rates and the associated training and hiring costs for new staff members. In addition, many managed service providers possess diverse IT skillsets so they can effectively address multiple issues at the same time.
An efficient IT provider will accommodate your schedule by performing system updates during off hours to minimise workflow disruptions and receive regular reports that demonstrate how your systems are faring; this gives you a powerful way of keeping track of their performance as an accountability measure against their provider.