In the earlier blog we asked if SMBs can achieve “support nirvana” by retaining focus on its core business and on “shoestring budgets.”
As a matter of fact, most of the SMBs do not think about these questions, as they feel they do not need and/or cannot afford a full-time tech support team. The assumption here is that the call volume does not warrant full-time tech support. Engaging a partner is not an easy choice for an SMB, as the partner always wants volume business to provide affordable services.
This is not true anymore. Tech-support is not just for the large companies with hundreds of customers, large budgets, and higher call volumes. In fact, it is often more productive for the SMBs to look at partners to offload their support requirements. The key is in structuring the support operations correctly; and of course selecting the right partner.
In the next few blogs I will take you through the necessary steps to transform your tech support to make your support operations affordable and your customer satisfaction predictable.
I will explain the ways to upgrade tech support operations and the criteria to select a right partner who can help you focus on your core business.
As always, please do share your thoughts and experiences.