These days, Apps, Portals, Chatbots and Automated menus. They all have a place.
But when you’ve got an IT problem, sometimes you just want to speak to someone.
“I’ve clicked something I probably shouldn’t have.”
“My emails have disappeared.”
“Nothing’s working and I’ve got a meeting in ten minutes.”
At that point, you don’t want a portal. You want someone to answer the phone and help.
This is Ollie. He’s one of the engineers who does just that.
We checked our phone stats recently. Over the last 12 months, our average time to answer a support call was 6 seconds.
We’re an IT company, so of course we use technology and automation where they help.
We just don’t use them to make ourselves harder to speak to.
People still like talking to people. Especially when something’s gone wrong.