In the support of our web platforms and software, providing clarity through good communication is essential. Valuable partner feedback informs us that clear communication directly impacts their satisfaction, their perception of our efficiency, and their overall opinion of Big Red Digital.

Here are some key reasons why providing clarity around support is important to us.

Clear Communication = Efficient Resolution

Clear communication from clients is the first step in helping our team to understand issues accurately and quickly. When customers articulate their problems clearly, support staff can diagnose and resolve issues quickly and efficiently. This reduces downtime and minimises frustration.

On the occasion that a support request is received via our online portal, and our team do not fully understand the issue, or the chain of events that led up to it, they may ask for more details before investigating further.

A lack of clarity can lead to misunderstandings, misdiagnoses, and unnecessary troubleshooting steps. This, of course, results in wasted time and resources - both for the customer and for our support team.

Clear, precise communication always helps in avoiding these hold-ups.

Increasing Satisfaction & Trust

Customers are more satisfied when they can understand a process or a solution that is outlined in simple terms. It helps them understand what to expect in terms of resolution. Big Red’s support team always look to set realistic expectations around response times, potential solutions, and next steps.

Providing clear, honest, and transparent responses helps to build trust. When customers feel that they are well-informed and regularly updated, they are more likely to trust us as a partner.

If grey areas are created in response to ‘how did that happen?’ questions, then this only serves to raise suspicion. This can, and does occur from time to time, not necessarily intentionally. I would encourage any of our customers who feel that they don’t receive a valid explanation to ask again, or to contact myself or our Technical Director for assistance.

Good Customer Retention

We know that satisfied customers become loyal customers, and some of our partners have been with us close to 30 years! That does not happen without good communication. Our team aim to create a positive experience that may also encourage you, the customer, to further develop your partnership with us. And potentially recommend us to your peers - we like it when that happens.

Increased Customer Knowledge

Clear responses, often with illustrated guides, also enables our customers to solve simpler issues on their own in future. This not only improves customer satisfaction by providing instant answers but also reduces the load on our team, allowing them to focus on more complex issues.

A Professional & Efficient Service

It is a fact that when a company communicates clearly, it appears more professional. This is particularly true in IT support, where the nature of the work often can involve complex technical solutions.

When customers have a clear understanding of what information they need to provide and what a process involves, support teams can allocate their resources more effectively. This efficiency results in cost and time savings for both us and them.

In summary

Our goal is to always foster a positive customer experience. To build trust and ensure an efficient service - from sale to support - and we do this by providing clarity at every stage. This creates the foundation for the strong customer relationships and the long-term loyalty that we enjoy.

If you would like to discuss or provide feedback on any aspect of our support, please don’t hesitate to contact us.