What Makes Technical Support Exceptional?
Honest and Approachable Service
The most important of the three pillars of information technology service is honesty. IT services are more than just software and servers. Managed service providers have the responsibility of communicating technical information in a language that is easy to understand. There is perhaps no other business relationship with more of a knowledge gap than a business and an MSP. That is, the service provider understands information that the client doesn’t. Subsequently, the client is put into a vulnerable position. That’s why it is so important to establish honest lines of communication from the onset of your partnership.
In addition to being honest, being approachable helps. The stereotype is that most IT people are broadcasting from another planet. While there are those that prove the stereotype true, the fact is many different kinds of people work in the field. Businesses do not have to settle for rude and frustrated technical support. Great support starts with great leadership, therefore, if you spot rudeness you know it’s big problem.
Your IT people can be the most friendly in the world, but it won’t make any difference if they don’t know tech. Everyone at your MSP, from the receptionist to the CEO, should understand what an MSP does and how it helps clients. If they don’t know, they won’t care. Technical know-how is the product a business buys when contracting with a managed service provider. Just as important is the approach of service provider as a whole. Do they understand your problems enough to show empathy?
Advanced Technical Systems
More and more, the human, reactive style of IT system administration is being supplanted by automation. These days, software can perform most system maintenance chores on their own. As a result, the barrier to entry has been lowered. Businesses can now afford automated, self-healing systems that are more efficient than human beings. Great technical support and system administration rely heavily on their underlying systems, which makes them mandatory for businesses.