With a Proactive Approach to IT Services, You Don’t Wait for Disaster to Strike

with a proactive approach to it services you don t wait for disaster to strike

For many businesses, IT support looks like the following scenario.

A vital piece of software keeps crashing, and no one can explain why. A number of employees can’t get their work done. After some time, IT professionals start investigating the problem.

Sometimes, they’re able to fix it on the spot. Other times, the solution is more elusive, and the issue takes hours or days to resolve. On the spot, IT professionals have to try to piece together what might have caused the problem, and they don’t always have the context.

This is what’s known as a reactive approach to IT services. It kicks in only when you have a problem. Ultimately, if your business is relying only on this kind of IT support, it’s losing money.

In contrast, an emphasis on prevention and proactive interventions leads to greater productivity and proves to be more cost-effective.

How Can a Proactive Approach Help Your Business?

Stronger cyber security. The threat of a data breach, DDoS attack, and other IT disaster is ever-present (a recent article from CIO discusses four major threats expected to dominate in the coming year). A proactive approach to IT services anticipates and tries to block or minimize various cyber security dangers, rather than wait to step in only after a disaster has struck. For example, businesses can benefit from round-the-clock network monitoring to better detect unauthorized activities and intrusions.

Less downtime. Downtime can extract considerable costs from your business. Proactive IT services involve keeping an eye out for potential problems and responding to them as soon as possible, before they develop into full-blown emergencies. Proactive IT support also involves planning for the future – for instance, scheduling system updates and equipment upgrades in a timely way, before errors, breakdowns, and inefficiency set in.

A more personalized approach. IT professionals working in a proactive way will strive to better understand your needs and come up with cost-effective technological solutions that best suit your business, improving your productivity. They’ll also make sure that your employees know how to handle more minor issues on their own in a quick way, saving time and energy for everyone.

If you’re interested in benefiting from proactive IT services, please contact us. You can count on our support round-the-clock, and not just when a problem crops up.

Proactive Support: What Is It And Why Does Your Business Need It?

proactive support what is it and why does your business need it

A recent survey conducted by McKinsey & Company reveals that consumers make 70% of their purchase decisions based on how they feel about the customer service they receive. Good customer service makes a direct contribution to a company’s bottom line. Now there’s a new approach to providing great customer service that you might not have heard of before. It’s called “proactive support.” Here’s what it’s all about.

proactive support

What is proactive support?

Historically, most customer support efforts have been reactive. That is, a support team takes action to assist a customer when that customer brings a problem to the company’s attention. With proactive customer support, a company’s customer support team aims to identify and address issues before they become problems.

For example, one approach to proactive support is to provide up-front information that helps customers avoid issues in the first place. It might be a FAQ section on the company’s web page, or an instructional video uploaded to YouTube.

Another approach is for the company to initiate contact with a customer concerning their order or experience. According to a 2013 customer service survey conducted by inContact, 87% of customers say they would welcome such contacts. When done appropriately, such company-initiated contacts can go a long way toward winning long-term loyalty. If a customer perceives the interaction as being positive, they’ll give the company points for caring enough to anticipate their needs without being asked. What’s more, they’ll talk about that novel experience with their friends, opening the door to possibly reaching new potential customers.

What does it take to provide proactive customer support? First of all, make it easy for customers to search out the information they need on your web site. Most internet-savvy consumers prefer it if they can quickly address their issue on their own, rather than waiting on hold to get through to a customer service representative (CSR).

But if a CSR is required, it should be as easy and straightforward as possible to make contact with a human being who will be proactive in resolving the issue. The front-line service representative, once apprised of the customer’s need, should take responsibility for seeing that the issue is fully addressed, rather than getting the caller trapped in an endless maze of telephone redirects from department to department.

Finally, when a potential issue with one of your products becomes evident within the company, don’t wait for customers to discover the problem on their own! Reach out proactively, with a plan to address the issue before customers feel they’ve been harmed. And make sure they have a means of following up with you if they still have concerns.

Proactive Support has great potential for increasing customer loyalty, and therefore your sales. If you’d like to know more about how this new way of meeting customer needs can help your business, please contact us.