Support
Dawson warns that good customer service is not just about resolving a customer’s issue as efficiently as possible, it’s also about making the customer feel he or she is “being supported throughout the process, whether that be by a phone call from our technician or a call-out from one of our engineers. The user is always the most critical and important link in any IT system”.
It is very important to HiberniaEvros that customers “feel like they are being taken care of”. While resolving the issue is the primary focus, it “must be done with a level of empathy and genuine concern for the person or business involved”. Channel partners need to “understand the frustration when something goes wrong and the threats to businesses – of all sizes – if it is not dealt with efficiently. For us, good problem management begins and ends with the user”.
“It’s important to cater to these different types of customers in an appropriate manner – something that can’t be done through an automated system” – Jonathan Long, Pure Telecom
But even if channel partners have a grasp of what good customer service should be, they still have to deliver it. Long believes that “flexibility and being responsive to the individual requirements of customers” are key components in providing good customer service. As a channel partner to a range of leading networks, including eircom Wholesale, BT, Strencom and Verizon, Pure Telecom “deals with a huge variety of customers, so it’s important to make sure the right resources are in place to deal with the associated variety of queries”.
He argues channel partners “need to be customer driven, ensure there are no weak links in the chain and that customers are receiving the best possible level of service at all times”.
Dawson at HiberniaEvros says the company prides itself “on being able to handle most customer issues remotely from our NOC”. As many as 80% of incidents generated are resolved remotely. But if that’s not possible, it can handle an issue through its network of offices in Waterford, Cork, Kildare and Dublin. “From these locations we can dispatch a highly qualified engineer to our customers with the minimum of fuss and downtime,” he claims.
He believes this enables HiberniaEvros to “deliver a high number of first time fixes – one call from a customer is all it should take to resolve a problem. Testament to this process is the high number of clients which the company retains on an annual basis, which is upwards of 97%”.
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