Klik.Solutions consistently receive high satisfaction surveys from our clients on tickets and projects. Do you know how we do it? We will be happy to share with you our knowledge. Bill, our Director of Customer Success, gives his effective tips on how to enhance clients’ experience.
1. Build a great team
The first and most important step you can take is building your team. It’s hard to beat a competent and responsible team! There is tremendous value in a team that has a deep understanding of the current technologies, security, cloud, disaster recovery and collaboration tools. A Team that is always looking out for the client’s needs. A team that is more like a family and has input on how to be better at what we do. A team that works hard and plays hard and enjoys each other’s company.
2. Have your Help Desk respond quickly
Speed and accuracy are always critical in any business. And for our customers, we always want things to be done quickly and accurately without a delay. We are proud of our Help Desk team, as they work very hard to fix issues right the first time and to have great SLA scores and customer feedback to prove it. Our Helpdesk Team always goes that extra mile to make our clients happy.
3. A very responsive project team
Every time your team receives a project from a client, make sure the communication is clear and is as transparent as possible. Your client should understand the process and know all the deadlines and possible causes for delays. Proactive project teams with transparent communication is a key to a successful project and a happy client.
4. Have an internal Quality Assurance team
What does the QA Team do? Well, lots of stuff. At its core the QA team makes sure services that the clients are paying for are provided on time and accurately. They look out for inefficiencies and trends, they identify potential issues before they become a real problem. QA also oversees response times, communication dynamics, and quality of services. On top of that, they assure the quality of the helpdesk, engineering projects, security patching, anti-virus, backups and alerts etc
5. Have a system that keeps your clients aligned with the industry standards
Have a proactive system in place to assess the current state of your clients’ infrastructure. You should be able to identify any gaps and problems and compare them to the industry standards. You can then provide a plan to a client that will outline the steps to bring them up to speed with the industry standards. No one wants to be left behind from an efficiency and security standpoint.
6. VCIO/CIO consultation
As a backbone to enhancing client experience, have a Chief Information Officer / Virtual Chief Information Officer on your team. With VCIO, your clients will have access to the knowledge and proficiency of a CIO without the expense of having a full-time VCIO on their staff. Beyond cost savings, access to VCIO provides your clients with a high-level technology expertise and deep understanding of business management. Basically, it is like having an IT expert who guides a company in technology decision-making which brings the technical and business sides in alignment.
Now you know what to focus on to make your clients fully satisfied. And don’t forget, if you have any questions or need a quote, you can call us at +1 (888)959-1196 or send us a message at firstname.lastname@example.org. We are here to help!