Customer approach reaps dividends for IT firm

IT firm True MSP has said its approach to customer service is reaping dividends for the business.

The IT support services provider says a refusal to revert to automated call centres – and instead employ trained staff who are qualified to deal with queries – has led to high levels of customer satisfaction.

The firm, which signed its 100th client earlier this year, said that constant monitoring of its call times and the implementation of robust job handling systems has been a key factor in its growth.

Co-founder Neil Shaw said: “What we provide in the way of customer service is extremely rare nowadays – perhaps even unique.

“We may be one of the only firms of our kind that refuses to revert to automation – which I suppose is ironic given we’re an IT company.

“But we’ve all experienced the degradation of good customer service across all sorts of organisations, from banks and insurance companies to subscription services and retailers.

“It is extremely annoying for consumers, and it leads them, quite rightly, to assume they are not valued customers.”