Too often, businesses wrongly see service as merely another cost center. This thinking is shortsighted and can severely impact customer loyalty.
At InterSystems, we recognize every interaction with customers as an invaluable opportunity to build trust and prove our commitment to their success. So rather than restricting access to support, we empower our team to spend as much time as needed to resolve issues comprehensively.
Some key ways we invest in #InspiredService
- Hiring the most capable frontline agents and letting customers get directly to experts without repeating their story
- Proactively developing solutions even before issues arise, not just responding reactively
- Creating rapid escalation paths to technical engineers and leadership when needed
- Building a knowledge base with documentation that makes finding answers efficient
- Offering training strategically timed to customers’ needs and schedules
- Monitoring systems 24/7 and reaching out proactively if risks are detected
- Enhancing self-service while still providing immediate access to live support
When you show customers their success matters more than your bottom line, it pays dividends in the form of trust, loyalty, and expanded business over the long term.
This “return on service” effect is why we constantly find new ways to elevate the customer experience. Whether through better knowledge sharing, predictive capabilities, or carefully applied AI, our goal is enabling our team to serve customers even more effectively.
Viewing support as a strategic investment rather than a cost center has been essential to maintaining partnerships over decades of technology change. And with more innovations on the horizon, high-touch service will only grow in importance.
So remember this enduring truth: inspired service and human expertise create value, not just expense. When you make customers’ needs your top priority, their success and yours become intertwined for the long haul.