Have you ever called into a service provider and been told that your hold time is going to be about 30 minutes?
Have you ever sent an email to a service provider that somehow disappeared into the ether?
Have you ever been given a specific service time window only to find that the guy shows up late or doesn’t show up at all?
One of the 3 attributes of great customer service is "Response Time"
When your company has an issue, need or concern, you expect your IT company to be responsive. Whether they respond via email, phone or in person, when you reach out for help, you expect that help is there when you need it!
Great Customer Service is Responsive, Accurate and Efficient
Being responsive is number one for a reason.
“First reply time is more important than overall reply times because it’s an acknowledgment to the customer that their issue is being looked into.” - Jamie Edwards, COO and Co-founder of Kayako
What is concerning is that most service companies don’t see responsiveness as a priority. A 2018 study of a 1,000 companies conducted by SuperOffice states that - 90% of companies do not acknowledge or inform the customer that an email has been received.
It would seem that "common sense" is not very common at all when it comes to response time. You might want to ask yourself some very important questions about response times..
- How is the response time with your current IT Company?
- Are your employees sitting idle due to poor response times?
- How long can you or your organization afford to be down while you're waiting on a response?