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:
- The quality of the internet connection (in this part, things like uncapped, uncontended, synchronous options are key), and
- 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:
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.
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.