There are quite a few IT customer service myths that we've heard from prospective clients over the years. Here are four of the most common and why they just aren't true.
Myth Number 1: IT Customer Service Delivered In-House is Better
While it might be nice to socialize with the IT guy at the water cooler, the reality is that you will be off working with a Managed Service Provider.
An MSP gives you a team of people, rather than just one person, to keep your technology up-to-date. In fact, this team can offer IT customer service as your entire outsourced IT department.
Myth Number 2: Managed Service Providers Will Replace Your IT Team
Most people worry that the transition to an MSP will be painful. Because the internal team has so much knowledge of the system. And the new team is coming in. There might be a disruption to our business. Their IT customer service will not know how to do certain things.
Actually, our trained IT team works with many businesses across many industries. And we have a very thorough process for performing an initial assessment. Also, we provide a thorough onboarding process so that we can collect all the data that we need. And that is how we learn about your systems and your users. And how we learn about your business.
We have a lot of experience in making this a smooth transition and not disrupting your business. We've been doing this for over 19 years. We've worked with over 250 clients in diverse industries.
Our IT customer service can integrate with in-house IT staff. We can augment their services and provide a higher level of service to make their jobs easier. In other cases, our IT customer service solutions replaced the whole internal IT team. So we have experience offering IT customer service for businesses at all levels.
Myth Number 3: MSPs Won't Work with In-House IT
While we can't speak for all managed service providers, at CyberTrust, we have a product called Co-Managed IT, which is designed for partnerships with on-premises resources. These services make in-house providers' lives a lot easier.
On-site IT people often feel overwhelmed and overloaded because there are many things that they can't get to after helping end-users on a daily basis. Things like maintenance and cybersecurity suffer because their primary focus is on end-users.
MSPs can work very well in those situations because we take the pressure off of an in-house team with a co-managed solution.
We coordinate with in-house IT for many of our clients. They work with the end-users and they know the personalities so they can focus on that. Meanwhile, we manage the servers, the cybersecurity, and the network.
In our experience, internal IT teams love working with us for the following reasons:
- We relieve the pressure of overwhelming end-user requests
- We have a specialized team with experience that no individual could have
- They can focus on interacting with and supporting end-user needs
Myth Number 4: IT Customer Service is Poor Quality
We think of great customer service as the lifeblood of our business. Our entire business model involves providing customer service, and we are only as good as the service that we provide.
We believe in going above and beyond. For example, we had to go on-site and replace multiple computers for a client recently. Because of COVID, we took the following precautions:
- PPE deployed at all times
- Masks
- Gloves
- Hand sanitizer when appropriate
- Our own keyboards and mice
We wanted to make the end-users feel comfortable, which included not touching anything that they were touching.
In the end, customer service is paramount for us. We work on it every day. For example, we record our service calls and listen to them to help our team offer better IT customer service.
We also test metrics like first-call resolution, on calls to the help desk, and how long it takes to resolve tickets. IT customer service is what keeps us in business and what has allowed us to prosper for more than 20 years.
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