IT support allows your business to handle customer questions and complaints in a timely manner. Not only can customers call you with their issues, but they can email, Tweet, post or fill online forms out on your website. Whatever way they use to get ahold of you, the faster you respond, the better for both your customer and your business. Studies show that slow response times can lead to a loss of customers, which is never a desirable outcome. Below we discuss in further detail why IT support time matters.
IT Support Means Shorter Customer Response Time
Studies have shown that customers are willing to spend at least 13% more money in the US with companies that provide excellent customer service, especially with short response times. Not only will customers in the US spend more on a business with good customer service, they are more likely to recommend that company to a colleague or friend, as well as consider that business for another purchase or service in the future. These studies show that great customer service is heavily correlated with loyalty.
Take Social Media Complaints Seriously
If your business has a Facebook page or Twitter account, it is important that you seriously maintain it and respond to customer inquiries in a timely manner. People are using these tools more and more, and if they don’t get any feedback via this medium, studies show they will abandon your company completely. Amazingly enough, there are still high percentages of businesses that ignore social media feedback from customers. This looks unprofessional, especially if you are running an IT company who thrives on computers and their networks for survival. Don’t forget that bad reviews of the customer service experience with your company can easily be shared on social media or business review sites.
Short IT Support Response Time Shows Consideration
Customers want to feel valued and appreciated for their business to a company. When there are long response times to their requests, the customer tends to feel neglected and is likely to move on. When it comes to IT support, there may be an entire business depending on your company to fix their problems, otherwise they are risking costly downtime. By tending to your customers’ needs in a timely fashion and with respect, it shows the customer that you value their business and they are likely to stay with you.
The Bottom Line With Slow IT Support Response Times
When it comes to customer service, you are never going to make everyone happy. However, it helps to know that a high percent of customers expect a response to their issue within 30 minutes. Even if this is not realistic, know that this is what people expect and be sure never to ignore them outright on a social media platform. Bad customer service costs US companies over $83 billion annually. Under 10 percent of customers will take the time to file a formal complaint, while the rest don’t even bother to come back after being ignored or encountering a long wait time. Make customer service a priority in your company so that your customers do not have to wait, otherwise you’ll be losing business left and right.
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