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Service Providers and White-Glove Service – Taking a Page from the Luxury Hotel Playbook

Posted by on February 18th, 2019 in Blog Posts, Service Providers

The term “white-glove” often conjures up images of grandeur like the Plaza Hotel bellhops or the 20-course experience at Spain’s Sublimotion restaurant. It’s rare that you would connect that feeling of personalized, concierge service to a telecommunications provider. With so much of your business riding on your business communications and infrastructure, why would you settle for anything less than impeccable service?

White-glove service – It’s more than a marketing term

Today’s customers are demanding a new level of customer care. They want responsive, meaningful interactions with providers that make the customer journey pleasant, not painful. In response, service providers are reevaluating how they engage and support customers throughout the buyer journey.

Pre-sale support 

Before you sign on the dotted line, your provider should take the time to get to know your business. What does your current IT environment look like? What challenges are you experiencing and where are you trying to take the company? Only after gaining this understanding can they recommend a solution that will work for your business, not for their bottom line.

Implementation support

Deploying telecom and cloud solutions isn’t always “plug and play.” Instead, it can take weeks (sometimes months) to port numbers, configure networks, and install hardware. A white-glove implementation process might include things like a dedicated project manager, onboarding kits, and automated email notifications for status updates. The key here is to offer constant communication, transparency, and responsiveness to ensure that services are deployed smoothly and efficiently.

Post-implementation support

Providers that are truly winning the customer experience game don’t walk away once services are turned up. Supporting the customer after the install is often the most overlooked yet most critical piece of the customer experience. Access to personalized training, online knowledge bases, and resources help new customers learn how to best utilize their new services. Additionally, customized support should be available to address more complex problems or trouble tickets as they arise.

Are you getting the service you deserve?

Not all service providers are created equal. As you begin your journey to the cloud or look to expand your IT environment, look for providers that are genuinely committed to giving you the high-end solutions, experience, and support your business deserves. If you don’t know where to begin, let LanYap Networks help.

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