SA Business Fibre: How to Find the Best After Sales Support Providers

Business Fibre providers usually boast attractive websites and stunning buildings and can be relied upon to provide exceptional service throughout their pre-sales processes, which are streamlined and responses, prompt.

But once you’ve signed on the dotted line, it seems as if suddenly, their well-thought-out processes come to a screeching halt.

And you, the customer, are left frustrated and wondering if you selected the right Fibre internet provider after all.

Thing is, this is a common scenario amongst ISPs not only in South Africa but globally.

For example, in a survey, ITWeb says that 79% of customers experience major frustration when dealing with contact centre agents who lack relevant knowledge. 89% say they are often transferred a number of times before being put through to someone who can actually help, and 64% say they usually have to repeat information to different parties throughout the interaction. 86% of South Africans are irritated by not being able to understand agents on the phone.

So what should you look for when considering a business Fibre provider and after sales support?

The pros provide handy tips:

Two parts to a satisfying relationship

There are two parts to a happy relationship between a business Fibre provider and their customers:

  1. The quality of the internet connection (in this part, things like uncapped, uncontended, synchronous options are key), and
  2. After sales support.

In this article, we’ll focus on the second part of what contributes towards a satisfying relationship between customer and business Fibre provider.

Look for this in a business Fibre provider

As far as after sales support goes, consider these elements before deciding on a business Fibre provider:

Contracts

For business Fibre, the provider should create a contract. When an ISP is hesitant to offer a contract, be wary because it may be a sign that they know they can’t make promises about what’s important to your business.

Service level agreements

If there is no SLA (Service Level Agreement) in place, there is nothing that guarantees issues being resolved in a certain period of time.

Response time

A business Fibre provider, or any internet supplier, must be able to tell you how long it will take to get a response for technical support.

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Call centre hours

Will the service provider’s call centre hours match your business requirements?

Contact methods

What contact methods do they use, and do these suit your business requirements? Is it easy to get hold of their technical support team?

Is technical support outsourced?

You need to ask this question because you won’t find out the answer by just looking for it. The reason why it’s so important for the provider to have their own support team is because when the service is outsourced, you will tend to experience inferior support and long response times.

Ticketing system

How does the provider keep track of support calls? Do they use a ticketing system, and are their support processes clear? It is essential for them to have support processes that work and keep them accountable.

Good tip! To match what the business Fibre provider says about their service, and to see whether it is true or not, simply look for online reviews to get a real taste of what you can expect.

Benefits of BitCo’s after sales support

Since you’re doing your due diligence on after sales support, it would be remiss if we didn’t share the benefits of our after sales support:

24/7 Support

BitCo offers 24-hour technical support, so your business is always covered.

Contracts give you guarantees

Because we take your business needs seriously, we create contracts between ourselves and our clients. This gives you peace of mind that we will fulfill our obligations to you.

Support centre

We have a dedicated support centre which follows strict standards and processes which promote a streamlined service experience.

No third party involved

Because BitCo boasts our own team of technical support, we are able to resolve issues a lot faster.

BitCo is hands-on with all clients

Unlike most of our competitors, when it comes to Fibre internet, we are hands-on with all our clients. We like to think of ourselves as committed partners to fulfill your business vision.

Find out more about what you can expect once you decide to go with BitCo’s business Fibre, and what you can expect from BitCo’s Fibre installation process.

To summarise: it’s not worth cutting costs by choosing the cheapest business Fibre provider because it will bite you in the butt, and when you most need support, you will probably experience frustration. Look for after sales support that is reliable and providers that have set processes in place.

Rather take some time to find the right fit, than simply going with a provider that looks pretty from the outside.

Take our online connectivity guide to find the perfect solution for your business!

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