That question again! “Would you rather choose the Vendor support or the Third-party system for your business?” Many IT managers would opt for the latter. It is cheaper and more effective. In fact, Research and Markets estimates a 3.51% annual growth in the third-party customer support market (valuing USD 81.5 billion) by 2023.
Business owners must consider several factors when choosing a service provider: company’s location, response speed, etc. This article highlights those variables and several other vital steps.
How to choose a third-party IT support provider
Research from PwC shows that 74% of Australians make purchase decisions based on their customer experience. Hence, it is essential to get the best IT support services provider. Check these tips for more insights.
Consider the company’s location and industry specialization.
Although the distance is not a barrier, certain factors remain relevant in the IT-driven world. Cloud hosting and VoIP work better when the firm is close to the servers. It is also vital to know what languages, locations, and niches of the company covers.
Find out what level of support the company offers.
IT service providers usually offer help in levels. Some offer only basic help desk solutions. Higher tiers require more in-depth technical support and expert opinions. Business owners should opt for firms that offer more sophisticated packages.
Favour a firm with 24/7 services and remote monitoring and management
Running an around-the-clock customer care unit should be a priority. It allows customers to connect seamlessly at any time and from anywhere.
Managers and business owners should also favour firms that offer added services like supervision and maintenance of hardware’s, servers, etc.
Select a company that can handle your organization’s size and need
Managers should choose a support firm that can handle their needs adequately even when they scale. Ignoring this step may cause severe damage to the organization’s growth.
Check for the company’s experience
It is essential to source for reviews, ratings, and references from the firm’s other clients. This helps to communicate the true quality and value of their services. They must ask for the company’s certification. That confirms the firm’s ability to handle the technical problems.
- Choose a firm with reasonable charges.
- Having a dedicated account manager is often helpful
- Managers must review what the agreement does and doesn’t support.
How do I know if I need a third-party IT support?
IT consulting has numerous advantages but it is not suitable for every business. A business requires an independent IT support provider if it shows these signs:
- Security lapses and poor efficiency when handling bulky and sensitive data.
- It experiences an increasing cost of maintaining IT services.
- Having a poorly functional IT department.
- There are no IT specialists.
What services do IT support companies offer?
Independent support firms have several responsibilities towards their clients. They provide accurate and timely help to all clients and workers. Their services include:
- Managing IT services and database
- Network set-up
- Network security and cloud computing
- VoIP services
- Remote monitoring and management.
What are the levels of IT support?
They are the categories of customer support based on the involvement of expert assistance. The lowest tier, Level 0, involves self-help articles, videos, and FAQs. Higher tiers (Levels 1, 2, and 3) involve increasing levels of expert help from the company.
On a Final Note
96% of the time, customers leave a business after experiencing a bad service (Steph Hyken- Forbes). Hence, hiring a wrong IT consulting firm can ultimately mar a business. On the other hand, a right choice inspires higher and better results.