The Decline of Customer Service in the IT Industry
In today's business climate, it's more important than ever to provide excellent customer service. In fact, according to a recent study by American Express, 78% of consumers have bailed on a purchase because of poor customer service. So why is it that despite the importance of customer service, so many businesses are still struggling to get it right?
One major reason for the decline in customer service is the increasing reliance on automation. In an effort to cut costs, many businesses have replaced human customer service representatives with automated phone systems and chatbots. While these automation technologies can save businesses money in the short term, they often end up costing them more in the long run as they alienate and frustrate customers.
In any business, but especially in IT, having a good customer support team is crucial. Managed service providers (MSPs) have to be available 24/7 to their clients, as any number of issues can arise at any time. Live customer support operators play an essential role in providing this around-the-clock support. By being available to answer questions and resolve problems at all hours of the day, they help to ensure that MSPs can always meet their clients' needs. In addition, live customer support operators can often provide a more personal touch than automated systems, which can be a big plus when dealing with upset customers. As a result, IT companies need to make sure that they have a good team of live customer support operators in place in order to provide the best possible service to their clients.