What to look out for when evaluating a company’s tech support

    In our post, “Key characteristics of excellent technical support,” we discussed how having access to thorough and knowledgeable technical support services can have a big, positive impact on your business. Technical support is a vital part of good customer service and satisfaction, but how can you assess whether this will be available to you when […]

      Key characteristics of excellent technical support

      Great technical support is (or should be) a standard expectation when consumers call a company for assistance. But it’s not just a consumer issue. For partners, such as system integrators or value added resellers, not having support from their technology vendor can damage their business by causing project delays or a complete halt in service. […]

        Looking to partner with a company? Choose one with high employee engagement

        Over the years, I’ve noticed the type of impact engaged and passionate technical support employees can have on business partnerships. And I’ve come to realize that, more often than not, the level of support one business receives from its partner plays a major role in the type of ongoing relationship they have. I believe there’s a simple reason this […]

          4 signs you’re partnering with the right company

          Are you fully engaged with your customers? According to Gallup, which has conducted thousands of interviews over the years with B2B companies, only 13 percent of customers are fully engaged in their business relationships. This is a revealing and somewhat alarming statistic considering engagement level is a true indicator of how well companies work together. […]

            Why the best technical support treats you like a person and not a number

            At one time, it wasn’t unusual for companies to place more value on meeting customer service metrics—such as time on call, first call resolution, adherence to schedule, abandon rates and average speed of answer—than the type of experience customers had when speaking with support specialists. However, those days are quickly vanishing if they haven’t already. […]

              Why you should work with a company that has well-rounded technical support

              FAQ pages, online instructional guides, phone support, videos, live chat and call support. What kind of technical support do your partners offer? If they provide some (or even all) of these choices, they’re on the right track to offering well-rounded technical service. However, many are likely not at that point just yet. These support tools […]