Why IT Support Customer Service Is Crucial

by  | Feb 22, 2016 | Blog |

The Importance of Customer Service

Customer service is the driving force behind the overall success of any business, whether it is Managed IT Services, or any other industry. The formula is simple – a good customer service experience promotes a positive image of the company, as well as a sense of security, while a bad experience can be the factor that drives business away.

Pricing can be a key factor in the decision to choose a specific Managed Service Company, but a company that promises low pricing models and practices poor customer service will find their customers questioning their decision to entrust them with their valuable technological information.

So what exactly constitutes good service in the Managed IT Services industry? There are a number of key things that highlight a company’s commitment to customer service, outlined below:

  • Response time – When you are experiencing issues with your data systems, it can lead to downtime in your business, which results in lost income. A good Managed Service Company should have a minimum response time spelled out clearly to you up front.
  • 24/7 support – Your IT systems don’t operate on a 9-to-5 schedule. Problems can arise any time of the day (or evening) and it is important to know that you will be able to reach someone for a quick resolution.
  • Understanding the industry – It takes more than a friendly voice on the phone to resolve your technological issues. A thorough and complete knowledge of the industry is essential to not only fixing any current problems you may have, but in identifying and addressing issues that can lead to future problems.
  • A proactive approach – It is nice to have a company on-hand to address your IT concerns as they arise, but it is even better, as well as much more cost-efficient, to prevent them.

At PSI (Perfection Services, Inc.), we are proud to serve clients in and around the Pittsburgh area. If you are looking for a Managed Services Provider that is recognized in the industry, consider our achievements: Tech 50 finalist and Best Practices, Pittsburgh Technology Council; Top 50 Places to Work, Pittsburgh Post-Gazette; Pittsburgh 100—four-time winner, Pittsburgh Business Times. We pride ourselves on our knowledge, our experience, and our relationships with each of our clients. We encourage you to contact us today for more information on how we can find the perfect solution to your company’s technology needs.