1 min read

Customer support - an underrated gem?

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Let’s talk about one of the most underrated aspects in decision making – customer support.

When choosing a service provider, customers often pay attention to price-value ratio, such as technical features, user limitations, quantity cap. These elements are indeed amongst the top-priority items, although … think about all these times you had to wait hours or even days to get a reply from a support team. It takes 2 days on average to get an issue resolved– especially if it’s related to software - incurring a significant cost to the business owner.

Research shows that the largest share of downtime is business disruption – which includes reputational damage and customer churn. Revenue loss takes a second place, with end-user productivity being the third. It means that a simple-to-solve warehousing software bug can impact your picking & packing, dispatch and distribution processes, causing a massive disruption to the end customer as well as your staff.

 

Now … let’s rethink the importance of 24/7 support

If at the time of the disruption you would be able to contact your service provider and get the right help, all the above mentioned problems would never occur or their financial and reputational impact minimized. It’s hard to count the money you haven’t yet lost, so here’s some stats – in March 2015, a 12-hour Apple store outage cost the company $25 million. The average cost of downtime is $5,600 per minute, according to a 2014 study by Gartner. A more recent report (from Ponemon Institute in 2016) raises Gartner’s average from $5,600 per minute to nearly $9,000 per minute. Does it make sense now?

 

24/7 support at Tenging

At Tenging, for no extra or hidden charge you get 24/7 support with any service you purchase from us. We have teams distributed domestically and internationally to handle your requests, issues and concerns. Experienced and reliable, our employees usually has a solution at hand immediately.

We support you whenever you need us, wherever you need us and whatever you need from us. Our support can cover 1st / 2nd / 3rd level support, maintenance tasks or even your own customers.

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