Having been in the IT industry for more than 20 years you will come across plenty of customer service horror stories. Usually some of the best stories you will hear is from prospective clients talking about their former or current IT support they are wanting to replace. Everything from days and weeks to get a response to botched server installs, lost data, no backup plan and the list goes on. Recently there was an article by Forbes on the future of customer service and what the average consumer can look forward to when it comes to getting support.
AI (artificial intelligence) will play a big role in the automation of simple tasks to allow real humans more time to focus on bigger tasks. This means you will be talking to automated prompts on the phone more than you do today and we all know how fun that is!
Social Media is playing a bigger role in customer relations but can be a double edged sword. Social media can allow you to connect more closely with your customer but it also allows the customer to make a poor experience more public.
As a future consumer you will be able to outsource your needs and complaints to a third party, think of this as your own personal outsourced customer service center or Concierge Services. These third party Concierge Services will act on your behalf and interact with the company directly – or rather indirectly.
Is that what you really want when you are searching for your company’s IT support? At Kinetic Technology Group we believe very much in customer support, after all it is what our whole business is based on. As for the future of customer service, we are equally devoted to our customer experience and making sure you get the very best level of IT support and service. As an MSP it is our job to deliver IT support at the highest level, no matter the size of your company, we take a personal approach to your support. We have our own in-house Helpdesk that constantly monitors all tickets and handles them in a timely manner. Kinetic believes in making trips to each and every client on a regular basis, even if you are not having issues. We believe in face-time and building relationships with our clients. Give us a call today, we would love the opportunity to help you.