What clients want from an IT support company

By | | Outsourced IT Support

When it comes to choosing – and more importantly, staying with – an IT support company, customer expectations is key. This is why establishing an SLA early on is so important; clients want to know what to expect. There’s no doubt your company prides itself on great customer service – but are your standards aligned with your clients?

Let’s dive into what clients expect from an IT support company in 2023:

Fast Response Times

60% of customers believe that solving their problems quickly is the most important aspect of good customer service. – The Zendesk Customer Experience Trends Report 2020

75% of customers say fast response times are the main aspect of customer service that they expect to receive. – SuperOffice Customer Experience Statistics

If you’re keeping your clients satisfied at every touchpoint of their experience with you, they’ll stick around and recommend you to other businesses too. But mess up? They’ll abandon you faster than yesterday’s trend.

No customer wants to repeat themselves over and again while being referred from one department to another internally in your company.

So, what keeps them glued to your business? Service with fast response times – plain and simple.

Personalised Interactions

According to McKinsey’s stats:

71% of consumers expect companies to tailor their service for them. – McKinsey & Company

When they don’t get what they want, three-quarters show signs of frustration. So, what does this mean? A personalised service by taking the time to understand their clients better to provide helpful assistance.

Clear Communication

Clients need reliable communication throughout the IT support process to ensure their issues are being addressed effectively.

More than 85% of customers want to clear and proactive communication from a business.

Proactive Solutions

Proactive solutions such as system upgrades, security enhancements, and regular maintenance can help prevent future problems from arising.

Round-the-clock Availability

For clients in certain industries or with extended operational hours, 24/7 availability is essential for receiving quick assistance when needed – especially outside of normal working hours. Service desk availability should be agreed in your contract and SLA.

Cybersecurity

Cybersecurity and Data Analytics are the main demands placed on IT support companies. Data security and privacy must be prioritized when providing any type of IT services to provide peace of mind that their information is safe.

81% of companies look for IT support due to cybersecurity concerns and 96% are looking to develop data analytical tools to meet their strategic objectives. – Deloitte: Global outsourcing survey 2022
61% of SMEs hired a Managed Service Provider to protect their business assets – Cyber Security Breaches Survey 2022
Only 35% of UK businesses are confident in their current disaster recovery (DR) plans. – Computer Weekly

The average total cost of a data breach for companies who had implemented an incident response plan was USD$3.29 million, compared to USD $5.29 million for companies without an emergency plan. This shows how outsourcing cybersecurity can greatly reduce costs due to data-breaches. IBM: Cost of a Data Breach Report 2020 (page 45)

Cloud Services Are The Main Attraction For Companies to Outsource Their IT Requirements

90% of organisations cite access to cloud services as the main benefit of outsourcing their IT needs. – Deloitte: Global outsourcing survey 2022

53% of companies choose to adopt cloud services to save costs. PA Consulting: UK IT sourcing study 2022

So when it comes to choosing an IT support company that provides all of the above and more, get in touch with the team at Syntax Integration today.