Whilst many SMEs may be lukewarm about outsourcing services to third parties, this is rarely the case with IT support services.
This article first looks at the many compelling reasons for SMEs to engage the services of an IT support company. It then makes the case for IT support companies themselves to consider third-party call answering services to ensure their customer services matches their technical proficiency.
SMEs and IT support services providers
Whilst most SME Founders, Directors and Senior Managers will have a strong understanding of marketing, accounts, and operations, very few will have in-depth IT knowledge and skills. Even if they do, it is a distraction from the delivery of their core service offer. Handing the IT ‘problem’ to a third-party IT support services provider makes sense, particularly if there is a strong SLA (Service Level Agreement) in place.
If a marketing campaign doesn’t return the expected results it can be frustrating, but it is rarely business critical. An IT systems failure such as loss of internet access, or a cyber-security breach, very quickly impacts the ability of a business to operate effectively. It is too big a business risk to leave to chance, or some ad-hoc arrangement.
Progressive IT support services providers are proactive. They advise clients as to the optimal use of Cloud, AI, and cyber-security solutions, as well as ensuring data is backed up and protected, and disaster recovery strategies are in place. As a business grows its IT needs will also evolve, and a strong IT support service provider will be able to flex in line with these changes and proved the IT foundation to scale quickly and effectively.
A rudimentary Google search throws up any number of further benefits including cost savings, streamlined workflows, regulatory compliance and more.
IT support service providers and call answering services
Go to any busy business networking event and it is likely that at least two or three IT support service providers will be there. It is an incredibly competitive sector where, until you solve a client IT problem, it is exceedingly difficult to differentiate your service offer and build client trust.
For many SMEs, IT support services are almost invisible, even though the support company may be doing great ‘maintenance’ work in the background. The real litmus test of effective IT support really comes when a client experiences what they perceive to be a serious system failure. In such a case, the first thing the client does is pick up the phone and call the support desk…
In stressful scenarios, and an IT system failure is a stressful scenario, a caller experiences a foreshortening of time; in other words, what in reality is ten seconds may feel like twenty or thirty seconds to the stressed caller. The quicker an IT support company answers that call, the less stressed their client will feel.
The critical factor at this stage is simply: answer the call. The client primarily wants to alert the IT support services provider to the fact that they have a problem, know that it has been logged and a ‘time-stamped’ service ticket issued, and that a member of the technical team will respond quickly to resolve the problem. Once they have done this, they can then get back to their day job; they have transferred the ‘stress’ to their IT support services provider.
What the client does not want is to be kept waiting (see note above about the foreshortening of time), triaged (select one for IT support), or, even worse, be put through to voicemail and asked to leave a message. Ouch, the stress levels have just multiplied tenfold.
Paperclip provides call answering services for IT support service providers that recognise the fundamental importance of answer the call. The Paperclip team answers the call immediately and follows the protocols agreed with the IT support service provider in terms of logging the call and issuing a service ticket to the client. Typically there are also protocols for escalating a call as required.
Throughout the duration of the call Paperclip effectively become an integral member of the IT support service provider’s team; the process is seamless. Calls are handled quickly, professionally, and effectively.
For some IT support service providers we answer all incoming calls (a full divert). For others, calls are diverted to Paperclip after an agreed period of time giving the provider’s service desk an initial opportunity to answer the call (a delayed divert).
Answer the call provides an IT support service provider with a point of differentiation in what, as has already been stated, is a very congested market. It reinforces the ‘service’ element of IT support services and shouts out to prospective clients, not only are we ‘masters of technology’, but we also understand the human dimension of service.
Next steps
If you are an IT support services provider, and the answer the call message resonates with you, then maybe the next step is a discovery call with the Paperclip service team. Alternatively, call in and have the conversation face-to-face as well as seeing the Paperclip team in action.
My contact number is 01246 418 181 and my email is louise@paperclip.co.uk.
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Hi, I’m Louise Bellwood, Director at Paperclip. I am responsible for delivering Paperclip’s customer service and growth strategies for 2024 and beyond, I am a crusader for the benefits call answering can deliver for organisations of all kinds; customer service, sales generation, customer retention and more. If you have a question about call answering – pricing, set-up, benefits – I would love to hear from you at louise@paperclip.co.uk or 01246 418 181.