IT Continuity Support for a Growing Business
For any business the cost of downtime to IT networks and telephone lines can have a disastrous effect if they are not properly, quickly, and effectively managed. The shorter the downtimes the better for any business, no matter what type of industry you are working with in, or the number of customers that you are dealing with at any given moment. If customer service support is down, the productivity levels of your employees will be impacted, and this will only have a damaging impact on customer satisfaction levels and profits. Having a clear plan of action, including an IT support continuity service at your disposal, will help to minimise this impact and reduce downtime.
Your customers expect to be able to contact you whenever they wish. Your customer support team will have various tools and protocols in place to deal with customer queries. You may have a dedicated customer service team that answers inbound telephone calls, an outbound sales team, live web chat system on your website, as well as internal teams and processes that are reliant on a strong and stable foundation of an IT infrastructure to enable fast, clear and secure communication between all departments.
When traffic to your customer service team increases, it naturally comes under pressure. There might be times where your in-house customer service team cannot cope with the demand. This can mean that calls or web queries are being left unanswered, taking too long to be answered, or your employees are feeling the pressure and performing well below expectation when interacting with a customer, supplier, or colleague working in another in-house department.
An effective IT continuity support service offers you the chance to be best prepared for all scenarios such as this one. You have access to support with your IT network and telephone lines that can help you scale up when needed, and scale back down when the intensity has subsided and you are back to manageable levels of customer demands.
A good continuity support service will be able to offer you expertise and know-how with your CRM tools and help desk applications. They can understand the core concepts of your own in-house IT team and customer service team, complementing your service to brand standards. This ensures that no customers are left waiting for too long or unanswered completely, and they will be answered by an individual that understands the key ideals and concepts of your own company for a seamless transition where no customer knows that they are not talking to a member of your own in-house team.
It is so important that your IT support team and customer service agents have the support in place that enables them to work with peace of mind and confidence in the system. If there is huge demand and a rigid infrastructure that can’t cope with that demand, it will have a knock-on effect of damaging productivity levels, team moral and long-term profits. A flexible system, with IT continuity support from a professional service will provide you with everything you require to ride the waves and be ready for anything.