Providing Effective Customer Support: More than Words?

Scott Beland

Our current global society has become a paradoxical state where individuals are interacting more frequently, but without ever meeting the person they are interacting with, or even actually speaking to the person.  As acronyms and shorthand phrases reduce sentences to a few letters, and with no visual or audio cues to be interpreted, effective communication (despite a very large quantity of communication) seems more difficult to achieve.

From a technical support perspective, this situation is further compounded by the complexity of the subject matter itself.   Throw in a lot of things being literally “lost in translation,” and the difficulty of providing effective customer support is magnified.

So how do we support our clients in this environment?

If a picture is worth a thousand words, then an online meeting is worth a million.  We take advantage of real-time online meetings with screen sharing to greatly shorten the time of addressing a support ticket.   The ability to see the problem and configurations without playing “email ping-pong” reduces overall ticket times exponentially.  Many of the lower-cost online meeting services include toll free dial-in conference numbers and voice support via the meeting connection, and the ability to record your online meetings.

Even with state-of-the-art support technologies in place, the support rendered by an organization is only as good as the staff delivering it.  Too often we encounter “support” organizations that are little more than answering services.  It may take a client hours, or even days to process through the layers of a “support” helpdesk to get to someone who can listen, understand and immediately start working on a resolution to the issue.

bTrade has a different philosophy, which is probably why our customers consistently give rave reviews.  We believe the most effective way to get to the heart of an issue is to have the people who can resolve the issue on the front lines.  Many companies dedicate huge budgets to shorten the resolution time of their support cases.  We’ve found that the best way to do this is to put the people with the answers at the front door.  Although our headquarters are just a stone’s throw from Hollywood, we believe that scripts are better left to the movies.  Real communication, in real time, means real solutions (really quick!).  Not FAQ readers requesting log files for the umpteenth time.  Real people with real knowledge to provide real answers, real quick.

If you are unhappy with the current level of technical support your company receives on your MFT solution and you’re unsure of your organization’s exposure to data security risks, send a confidential email to bTrade requesting a free consultation.  In addition, you may be interested in reviewing the data security features present in our managed file transfer solution, secureXchange.  secureXchange offers support for multiple secure protocols, including those most IT professionals prefer—AS2, SFTP, FTPS and HTTPS—as well as industry-leading encryption algorithms to safeguard sensitive data.  In fact, our encryption module has been certified by the National Institute of Standards and Technology under its Federal Information Processing Standard (“FIPS”) 140-2, which is required for transmitting data to and from the agencies and departments of both the U.S. and Canadian governments.  bTrade solutions are Drummond-certified and engaged with different organizations on all matters pertaining to governance, risk and compliance.

For over twenty years, we have taken our commitment to our customers very seriously and we’ve worked to earn their trust with not only our technology, but also to our service and commitment to our mission.