Insight

A five-step guide to staying well supported

We examine what exactly makes a reliable, knowledgeable support for modern companies through a quick, five step guide.

February 20 2015

Support services have long been indispensable for modern companies that rely on other companies for various kinds of technical services and solutions. The ability to provide expert help at the right time - when you need it most - is what makes a reliable IT partner. However, good technical support is much more than just people resolving issues. So, how exactly can you know that a company isn’t just your service provider but a reliable partner, helping you achieve the best possible results with technologies they're providing?

 1. Knowledge and education

An in-depth understanding of technologies used, processes handled and how it all relates to your business is something that makes good support personnel. Quality educations along with in-depth skills training and personnel onboarding has an impact on creating dedicated, knowledgeable individuals looking out for your business.

 2. Response time and flexibility

Your business never sleeps, so your support needs stay alert and be on hand when it's necessary. Guaranteed response times during all hours of the day, critical issues prioritising, phone and email communication options make sure your mission continues as planned. In Infobip, it takes us 50 seconds until your request is taken over by dedicated support personnel, and 1.6 emails is all it takes for 90% of issues to be resolved. Why should you settle for less?

 3. Personal touch

Ultimately, everything comes down to people, and technical support is no different. Excellent teamwork, how people interact and react when solving problems could make your day and, more importantly, save you a lot of money. Also, it's much easier when you're talking the same language so multi-language support is much more than a welcome bonus, especially if you're a company with worldwide subsidiaries.

4. Trust them to go the distance

We believe that guiding a client through the entire service setup, speeding up service rollout and helping out with integration is an integral part of the service we provide. Service provision should be a partnership benefiting both sides which is why a full range of support services should be made available to you the minute you're on board, at no additional cost. Along with all this, transparent issue-solving process coupled with direct email communication needs to tell you how your issue is being handled, helping you sleep at night.

 5) Effective processes

Let's face it, no matter which service provider you're using, chances are their support department isn't exclusive to your business. This is why efficiency and support reliability for your business are founded in well-functioning ticketing systems, client satisfaction improvement processes and proactive system monitoring.

Don't feel lucky – count on quality support instead.