The Value of Human Interaction in Customer Service
“With so many people focused on sending emails and tweets back and forth, we work to be more personal. To put it simply, we actually answer the phone.”
In a world headed toward automation and cloud, many IT and Computer Servicing companies find it difficult to balance the latest technologies with quality service. Businesses are relying heavily on ticketing systems that automate the process of customer support and are rapidly losing track of the personal connection with their customers.
Despite this shift, companies like The Computer Man in Johnson City, NY are proving that a balance of quality customer service and high-level technologies can outlive the automation bandwagon. With over 28 years of experience, The Computer Man (TCM) proves that genuine relationships with customers are still the most reliable form of business.
The combination of experience, integrity, and performance has created strong partnerships between TCM and its customers, allowing them to stand out amongst other computer repair and IT solutions competitors. “We pride ourselves on putting a human touch back into service,” says Tom Monico, Owner and President of The Computer Man since 1990. “With so many people focused on sending emails and tweets back and forth, we work to be more personal. To put it simply, we actually answer the phone.”
There is nothing more frustrating than calling a business for a service and getting no answer, and TCM refuses to be one of those businesses. “Too many companies use automated programs to handle their support ticketing, but I feel that the method is too impersonal,” says Monico. “We make an effort to contact our customers directly on a regular basis, and I think it sets us apart.”
Beyond the excellent customer service TCM provides, the company balances their personal touch with current products and services such as Cloud Computing, Managed IT Support Services, Security Management, Backup and Disaster Recovery, Microsoft Licensing, Business Phone Systems, and Custom Computer Builds, just to list a few. “We also have a walk-in repair shop, where customers can always meet with someone face-to-face about their computer needs,” explains Monico. One of TCM’s current projects is harnessing the power of cloud communications through business class VoIP services, which currently serves 21,000 businesses nationwide. This breadth of services makes TCM a one-stop-shop for all things computer.
The employees of TCM wear many hats and as a small business, being flexible is key. “Everything changes rapidly in this industry,” says Monico. “We provide high-level services, so keeping up with new technology and training is really important for us to help our customers in the best way possible.” Staying current in the ever-changing industry while maintaining the quality customer service makes TCM a true champion in the computer service market.