We’re all familiar with anecdotes of where customer service or support has gone horribly wrong - resulting in frustration, disillusionment and ultimately the end of a relationship with a brand or partner. The ones we can instantly relate to as consumers usually involve being on the receiving end of poor customer service over the phone, where our frustration has risen to the point where we become completely disengaged with the company and seek an alternative supplier. That’s the cutthroat attitude that we adopt as consumers if we are dissatisfied with a service – if the supplier isn’t up to it, then we simply go elsewhere.
When it comes to a business partnership the relationship has usually been built on a more personal level, over a longer period of time with a significant investment of time and money – so we become more patient when dealing with poor service. But should this increased investment of time and money mean that we should lower our expectations of customer support?
Quite simply – no. This is not what we should expect, in fact it should be exact opposite. This is how we view customer support, which is why do what’s required to make sure our customers get the best possible support. Of course we’d say that though right? Well don’t just take our word for it - here are a couple of tweets from our customers…
4 things you should look for when choosing your Microsoft Lync support
So if you want to avoid being on the receiving end of poor support for your Lync solution, then here are five simple steps you can take to make sure you avoid getting screwed.1. Examples of previous good support.
Any supplier that professes to provide excellent support should be able to provide you with examples of where they have had successful Lync rollouts. Whether these are testimonials, case studies or a personal reference from an existing customer – the examples should be readily available for you to consider, before making a decision on choosing your provider for Lync support.
2. Correct certifications/ accreditations.
Make sure that your provider is certified for Microsoft Lync. We still receive enquires from companies that decided to stick with their existing telephony supplier when implementing a Lync solution because they had a good existing relationship. Inevitably the implementation runs into problems and frustrations arise on both sides and what was once a happy partnership has turned sour.
3. Choose a partner that is the right fit for your business.
The attraction can be to go with well-known brands because they are the flagship providers. This might be fine for other well-known brands because they can pull enough power to get an appropriate response. But is a company of a few 1000 employees going to get the attention they deserve from a large provider? Most likely not. The sad truth is that they are not big enough to be of importance.
Similarly, be careful not to choose a supplier that is too small and cannot deal with the demand, consequently becomes swamped and unable to provide the necessary support - which results in delays and a poor service.
It's imperative that you choose a supplier that has the right level of resource to meet your requirements, but isn’t on a scale that dwarfs your own organisation.
4. No-one gets sacked for choosing IBM
Playing it safe isn’t necessarily the safe option anymore. Don’t just choose a provider because everyone else chooses them or because they fit a rigid set of criteria. Do your due diligence and research the market. Dare to be different and perhaps choose a provider that has the flexibility to meet your business requirements. They might not be a big fish in a big pond, but they might well be a big fish in a medium sized pond, which is exactly where you are.
To find out whether we can provide the right level of support and services for your organisation, why don’t you sign up for our free two-week trial? More details of our free trial can be found here.