Managed IT Support Services Sydney are services provided by a third party to perform the care and feeding of all or some of our applications. One of the main differences between an MS and a traditional IT support is that an MS is considered “always on”. It is also a scalable model which allows customers to include additional solutions based on business needs. But rather than waiting for something to break and responding, the MS team is always working in the background to predict a possible disruption and take proactive actions to remediate it.
In an MS model, we usually leverage a highly technical enabled pool of experts specific to the supported applications. That means we always have the most current skill sets available to us and our business, so we are not paying for resources that aren’t needed. This is a particularly valuable benefit because it reduces training and upskilling costs associated with an in-house, traditional IT support model. It also allows the customer to re-deploy internal resources to more strategic projects rather than spend their time chasing application issues.
Another key benefit to an MS is the fact that the service is governed by contractual service level agreements (SLAs) covering both responsiveness and issue resolution. We can be assured of the continuity of our application availability, customizations, integrations, and choose different levels of response time based on the severity of the issues for Mac support Brisbane. A MS also provides a governance process to achieve regularly scheduled timeframes for reporting on the performance of our applications and KPI’s of the team supporting them.
Customer service and customer support each play a central role in providing a great customer experience. When executed properly, they foster customer loyalty, word-of-mouth referrals, and more recurring revenue. Customer service and customer support like Mac IT support are often used interchangeably, and both can have a huge impact on our customer retention rate.
But despite some crossover, both terms actually refer to different things. Knowing this difference is important. Once we have teased them apart, we will be able to define job responsibilities more clearly, make better hiring decisions, and minimize customer frustration by giving them the service they need. Customer service is an umbrella term that covers all the interactions between our business and its customers.
Virtually every business has customer service. It refers to everything we do to serve and meet our customers’ expectations and improve the overall customer experience. The ultimate goal of customer service is to help customers get as much value from our product or service as possible—and it is a minefield of potential stumbling blocks for businesses whose customer service teams aren’t organized and whose phone systems aren’t adaptable.
Customer service like Mac support Sydney is long term. It begins the moment a customer shows interest in what our business has to offer and can continue for years after they have bought from us.
Customer service agents are there to guide and delight customers at every stage of the customer lifecycle. This could involve reactively helping a customer navigate a common problem or proactively giving them advice about how to avoid some unforeseen issues.