How Important Is Customer Service to IT Services?
The level of talent represented in today’s contingent workforce provides companies with a new way to deliver exceptional quality and service without overburdening the budget.
When Gaetano DiNardi, the director of demand generation at Nextiva, responded to the question “How important is customer service to success in business?”, he identified a “strong
positive relationship between customer service and business success, no matter how a company defines “’success.’”
There is no one-size-fits-all template or magic formula, though. Some companies do well despite a reputation for terrible customer service, while others provide exceptional customer service and struggle to survive.
“This positive correlation [between customer service and business success] isn’t inevitable or unlimited,” DiNardi says. “Some companies have poured too many resources into improving customer service — and ended up paying too big a price.”
What are the options? How do you find the sweet spot?
“The key is for companies to build customer service operations that succeed without vastly expanding the budget,” DiNardi explains.
Tapping into the ever-expanding pool of contingent labor can be a win-win solution, but you need to be sure that the gig workers you hire are able to meet the standards of service and quality that your customers expect. With TDX, you can have confidence that the kind of tech support your customers need will be delivered with exceptional service and care because we vet every one of the gig workers that sign on to our platform.
As DiNardi points out, the importance of customer service is rising. “For example,” he says, ‘Microsoft reported that “54% of respondents say they have higher expectations for customer service today than they had one year ago. This number jumps to 66% for the 18–34-year-olds surveyed.’”
If you would like to know more about how TDX can help you deliver the right resources – whether you need field service technicians, IT support or project management – at the right time to meet your customers’ service-level agreements, please contact us.