Customer service is a key revenue stream for companies that offer end-user support as a business offering. Especially when it comes to IT support, and your end-users are not technologically savvy, there is a high likelihood of having communication gaps in understanding the user’s issue and determining the cause—which may result in IT teams spending more time in identifying and solving issues. Here are some useful tips for IT teams (both MSPs serving clients and internal IT support teams) that will help simplify the support process and enhance the communication with end-users.


#1 Be Responsive & Communicate Effectively

This is a very common requirement in customer service. When end-users create trouble tickets, make sure they get a response from the IT team acknowledging receipt of the ticket. Also, institute a process to keep the end-users updated about the progress and status of the tickets as you keep working on them. Your end-users may know you are doing your job, but keeping them updated helps them understand you care about their problem, and, more so, are attending to their issue and not leaving them wondering what IT is doing and whether at all their ticket is being processed.


#2 Show Patience & Positivity During On-Call Support

When you are handling on-call support, the communication can go awry when the customer feels his concern is not understood or if he’s not getting a convincing response. Be patient in addressing customer concerns, and listen to the entire request before making your conclusion and cutting the customer out from expressing his problem fully. State your responses positively and share timelines for support action.


#3 Help Your Customers Help Themselves

By providing self-service and self-resolution options to your customers, you will make them feel empowered to resolve some basic and recurring IT issues such as resetting passwords or unlocking accounts. From the IT teams’ angle, this will cause a reduction in common and recurring service requests which the customers can now handle themselves. Especially for smaller support teams with lean workforce, end-user self-service is a cost and time-saving option.


#4 Organize & Streamline Your Support Process

Help desk tools are an effective solution to help organize and work with customer service requests. When an end-user creates a trouble ticket (via email or from a service request portal), having a help desk configured to assign and route the ticket to the right technician for the job based on technician availability, skill, location, department, and any other custom logic will save you a ton of back-end time in sorting and manually routing tickets. This will help you improve time-to-resolution of problem resolution and positively influence customer satisfaction.


#5 Invite Customer Feedback

Customer feedback is of primacy when it comes to measuring support performance and improving quality of service. IT teams should plan on conducting periodic customer surveys to understand what the customers think of the service provided, and help the support team measure their success. Feedback need not always be a full-fledged survey, it can also be built into a help desk framework to allow the customer the select a satisfaction criteria when a ticket is closed.


Build a customer-friendly and effective support framework that improves the efficiency of your support process while also boosting customer satisfaction.