Do you have control of your Office 365 data? Do you have access to all the items you need? The knee-jerk reaction is typically, “Of course I do,” or “Microsoft takes care of it all.”
But if you really think about it — are you sure? Microsoft takes care of quite a bit, and provides a great service for their customers. However, Microsoft’s primary focus is on managing the Office 365 infrastructure and maintaining uptime to your users. They are empowering YOU with the responsibility of your data. The misconception that Microsoft fully backs up your data on your behalf is quite common, and without a shift in mindset, could have damaging repercussions when this responsibility is left unattended.
Ultimately, you need to ensure you have access to, and control over, your Exchange Online, SharePoint Online, OneDrive for Business and Microsoft Teams data. This report explores the hazards of not having an Office 365 backup in your arsenal, and why backup solutions for Microsoft Office 365 fill the gap of long-term retention and data protection.
Make Personalisation a Priority
Personalisation, empathy, and trust are all qualities that are absent from your average chatbot. Aside from being impersonal, these automated tools can struggle with the more technical and complex side of customer requests. And while they can be useful additions to your customer services arsenal, they’re no substitute for the problem-solving prowess offered by in-person support. People don’t want to feel like a number on a screen – they want to feel understood and valued.
59% of consumers feel companies have lost touch with the human element of customer experience. To ensure that you don't lose touch with yours, you should make personalisation a priority. That means engaging with your clients, customers, and consumers to find solutions that are tailored to them. Offering advice and support that will help them get the most out of your services so they can achieve the best results.
If you can't provide a personal touch to your customer interactions, you risk losing them to a competitor that can.
Use Technology to Add Value
To achieve a balance between innovative technology and personalised support, look to use technology that enhances your customer interactions. While it's important to stay ahead of the curve, avoid implementing new technology simply for the sake of having it. Instead focus on adding value to existing interactions. Using AI and technology to empower teams to drive more complex conversations and problem-solving.
In managed IT services, this means using automation to gather data, perform routine tasks, provide fixes, and identify trends. Experienced teams can then use this data to inform strategy, adapt to changing demands, and better plan for the future. The human element is key here, because the data needs an expert eye to interpret, analyse, and format in an impactful way.
Ultimately, having real people behind your digital initiatives not only improves customer experiences – it drives better results.
Work With a Managed Services Provider You Can Trust
Today, it's becoming harder to differentiate between managed service providers. Everywhere you look another vendor is trying to sell you the latest software, tools, and solutions. But what sets managed service providers apart, is their level of customer service delivery.
While many rely on faceless technology like chatbots and virtual assistants to do the work, the best providers will put customers first. A managed service provider should work with existing in-house teams, using technology to add value and empowering customers to support their success. The right balance will result in a better customer experience and a stronger, more productive future for your business.
A people-first approach is a key part of our managed service offering. We understand the importance of balancing the efficiency of the latest technology with the empathy and expertise of professional in-house support.
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