Best Practices for Customer Service in the IT Industry

Delivering excellent customer service is the key to customer retention and eventually brand loyalty. Customers no longer simply demand quality products or services, they expect the customer support behind your company to be as good or better than the initial sale.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

In order to turn your customers into customers for life, take a look at these IT customer service best practices.

1. Listen to customer complaints.

The IT industry is undergoing constant development which means that customer complaints are really constructive criticisms. Take the comment into account and consider the impact it may have.

Even if you don’t agree with the comment, the IT customer service best practices dictate that you must resolve their problem. Up to 90% of customers say they’d do business with a company again if they resolved an issue the first time around.

2. Combine automated support with a helpdesk.

You may think that one of the IT customer service best practices is to completely automate support and provide tools for customer self service. While this is true, it is also important for your company to provide a helpdesk.

No matter how well your customers navigate the automated support, customers are likely going to arise and they need to be able to speak with a customer service representative.

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