It’s no surprise that most companies in 2015 find themselves walking the line between self-service and managed service. After all, today’s consumers expect and demand self-service options in every arena: from ordering a sandwich to changing data plans to scheduling an oil change. They’re frustrated the instant they have to pick up the phone or open up a chat. And no wonder: self-service is quick, easy, painless and trackable. What’s not to love?
On the other hand, more sophisticated issues — like it or not — often must be resolved via managed service, or as it used to be called, communication with an honest to goodness human. And, for the most part, those humans provide levels of service and delivery that automated systems can never hope to touch.
That being said, when it comes to superior service, it’s still hard to strike a balance between expectations and reality.
IT Managed Service Providers are right in the mix. I wanted to share the experiences of two companies – HOSTING and MySherpa – to shed some light on two fundamentally different approaches to service.
HOSTING prides itself on the level of customer service we provide our customers; in fact, it’s the heart and soul of the organization. Our reps want to show their stripes when their customer reaches out for assistance – it’s what we hire them to do. However, over the past few years, we’ve noticed that portions of the customer base want to self-service certain tasks to allow them to make changes to firewall rules, DNS, virtual machines and load balancing on the fly. At the same time, some customers are content to let our support team manage everything from soup to nuts. To continue to provide the service and support we’re renowned for, we deliver both.
MySherpa takes a completely different view on service. The company’s goal is be the behind-the-scenes IT managed service provider that takes the IT needs for a customer off their plate completely. Greg Gurev, the ‘Head Sherpa’ and CEO, worded it best when he stated, “We work to make IT invisible for our clients.”
MySherpa’s operational model ensures that their customers can focus solely on their businesses – knowing all the while that their IT needs are taken care of and that they will continue to be regardless of growth. Gurev goes on to say, “We even check their services on an annual basis to ensure they are getting the best rates.” Again, the customer can rest assured that IT is being proactively managed to deliver the best service in every way. With MySherpa, customers don’t have to lift a finger – or a phone receiver.
As always, there is more than one way to accomplish a single goal: providing best-in-class managed services. But any approach that doesn’t take into account the specific needs of its customers is one destined to breed dissatisfaction.
Look to your base – and your business model – to determine the type of service that will provide the best approach for your organization.
To learn more about HOSTING’s unique customer service model, watch the on-demand webinar How You Can Create a WOW Service Culture!