Let’s face it – IT support can make or break your working day. We’ve all felt that feeling of frustration when something crashes, freezes, or outright refuses to work, leaving you stuck and unable to do your job.
Outsourcing your IT support provides access to a team of experts, often at a lower cost than having an in-house department. But while it’s easy to focus on the technical side of things, we at Axon believe that customer service is what really makes or breaks an outsourced IT partnership.
In a recent blog, we explained how customer service is increasingly becoming a key differentiator in outsourced IT. When teams are dealing with outsourced IT support, they want their problem fixed (of course), but they also want to feel understood, valued, and like their problem matters.
So, how can outsourced IT providers ensure they’re delivering not only solutions but also a great experience? Here’s why customer service is so crucial in outsourced IT support, and how outsourced teams can take their customer experience to the next level.
Why is customer service so important?
It represents the business
As an outsourced IT provider, we think of ourselves as an extension of your business, rather than a separate entity. That means a positive experience can shape how users perceive not only the IT team but the entire organisation – in other words, slow response times and one-size-fits-all solutions just won’t cut it. Tailored solutions and proactive advice are the way to go.
It bridges the remote gap
Here at Axon, our team work remotely, but we make sure to stay connected via the latest tech. With outsourced IT teams increasingly offering remote solutions, communication matters more than ever. Customer service bridges the gap and reassures users that, even if the team is remote, they’re still getting the attention they deserve.
It keeps everyone on the same page
For IT gurus, fixing tech problems comes as second nature, so it can be easy to forget that the same issues might be intimidating for people without the same experience. Proactive, friendly customer service can go a long way here, making users feel less anxious and more confident that their problem will get solved.
It builds a foundation for long-term success
Trust is everything in an outsourcing relationship. If your outsourced IT team consistently delivers great customer service – being responsive, clear, and friendly – users will be much more comfortable and confident in reaching out when something goes wrong. And when their business grows, they’ll want to scale your support alongside them.
Top tips for outstanding outsourced IT customer service
Communicate, then communicate some more
There’s no such thing as too much communication, especially when teams are remote. Keep users in the loop about what’s happening with their issue – whether it’s a simple “We’re working on it” or an update on timelines. This helps close the gap that often comes with outsourcing and reassures users that they haven’t been forgotten.
Personalise your support
One of the common complaints about outsourced support is that it can feel like users are just another number in a system, so personalise every interaction. Use the user’s name, ask them about their specific needs, and treat them like a human being.
Ditch the tech jargon
IT support comes with a whole dictionary of jargon, but when interacting with users, outsourced IT teams should focus on speaking in plain, simple language, avoiding tech-heavy terms and explaining things in a way that anyone can understand. When users can actually follow what’s going on, they feel more empowered and less confused – plus, they’re less likely to ask the same question twice!
Follow up after the fix
Once the problem’s fixed, don’t just vanish. Following up is a simple yet powerful way to show users that you care about their experience. A quick “Is everything working okay now?” or “Let us know if you need anything else” goes a long way in building that trust and ensuring the user feels taken care of.
Seek feedback and act on it
Whether it’s a quick survey or informal feedback, always seek input from users after resolving their issues. It shows you care about improving and makes users feel valued. Also, their feedback can help identify areas where you can make things even better.
Outsourced IT support is about more than just fixing issues – it’s about delivering a great experience. For more on our Axon approach to IT support, click here.
Looking for a trusted managed service provider? Contact us to discuss a range of IT support solutions for your business.