The first step to answering this question is determining whether a particular customer is satisfied with their service. To do that, without asking your customer, check the following:
How much time have you spent on support with this client?
If you’re spending an unreasonable amount of time providing support to your client, it might be because their internet product isn’t the right one. For example, if your support logs show increased activity during the lunch hour with complaints of slow internet speed, it’s likely because they’re on an oversubscribed broadband connection. That connection becomes congested during peak times throughout the day (like lunch). If you’ve installed and are managing an edge device for your clients, determining peak internet usage and congestion times will highlight whether or not your clients internet access is adequately serving their needs.
Are the questions your customer has about user error or the product itself?Some clients just don’t have the technical background to help themselves when something goes wrong. They can only be told to, “reboot the router” so many times. A single user with an infected machine is a lot different than several calls from the same company about VoIP call quality or data latency issues. If you’re noticing a pattern of support issues which stem from “slow internet,” it’s time to examine how they’re using it, or perhaps recommend upgrading.
Could your customer benefit more from another product?
Say, for example, your client’s internet connection was working great a month ago, but they’ve added several more devices and users to their network. Their internet speed was sufficient last month because the demands on the connection were less. This can be especially true in instances where new users are also making VoIP calls over that connection.
How to Help a Customer with the Wrong Connection to the Internet
If you’re struggling with customers who just don’t have the right connection to the internet, the team at N2Net can help. We’ve been backing up MSPs as a reseller partner for a decade, and we specialize in making you the data and voice hero your customers need.
Uncover the hidden opportunities your customers didn’t know they needed with a little help from N2Net. We’ll make you look good to your customers by saving them money, providing them with a better product, or both.
Contact us today to find out how you can help your customers find the right connection to the internet.
Photo by Gavin Whitner