866.656.3338 sales@diversecomputing.com

Great customer service should be simple… so why do so many companies fail at it?

Date Posted - 23rd Oct 2013 |  Category - About Our Company, Common IT Headaches


Customer service.


A term that makes many of us cringe because so many companies get it wrong.


Ever have to call your internet service provider because your connection went down? Or talk to tech support of a software vendor because a transaction isn’t working properly for your agency?


And then you get a hold of someone who isn’t knowledgeable, who just takes a message, and who doesn’t get back to you for several days.


Or maybe you have a state-provided software or networking connection and need tech support during non-office hours.


Just thinking about these situations is probably making your blood pressure rise. And rightfully so!


Especially if you are losing access to critical systems for a long period of time that unnecessarily puts your fellow officers at risk.


Customer service should be simple—to get your issue resolved quickly and by someone who is competent.


If it’s so simple, then why do so many companies fail at customer service?


The straightforward answer is that most companies lack the commitment and discipline for providing great customer support.


Many tech companies put the majority of their resources into product development or snazzy advertising campaigns.


But they neglect to follow through whenever an issue comes up.


So what should you do if your vendor or state-provided service is offering horrible customer support? The short answer is find someone else who can!


Unfortunately, if you’re receiving consistently bad support, that negative attitude is probably ingrained in that company’s or organization’s culture. A complaint from you will not change such a pervasive problem overnight.


Once you do decide to switch to a different provider, be sure to ask very specific questions about the prospective vendor’s customer service policies, such as:


  – “What are your standard customer service hours?”


  – “Who answers your tech support line? Is it a general answering service? Or are the support agents top-notch IT professionals?”


  – “If we want to reach you after-hours, is that considered a premium service that we have to pay extra for?”


  – “If I call in a problem at 3:00am on Christmas Eve, who will answer my call?”


  – “Will that support agent be able fix my problem over the phone? Or will they simply take a message?”



If you’re fed up with the poor customer service you’re currently receiving, do yourself a favor and contact eAgent.


At eAgent, we make customer service a top priority.


We provide our clients with true, around-the-clock, 24/7 support, 365 days a year.


This live tech support is handled by a team of friendly and knowledgeable staff who typically resolve your questions on the first call.


And this support is provided to every one of our customers free-of-charge.


Even for those of you who are provided free software and services from the state, we have low-cost options that are fully supported 24/7 and often have better features.


If you’re interested in learning more about the “eAgent Standard” for customer service, contact us at 850-656-3333.


The grass truly is greener on our side.



Stay safe, stay tuned, and stay supported.



DCI has been providing its line of eAgent software to over 1,600 law enforcement agencies nationwide since 2001. From NCIC access software to advanced authentication, DCI has a solution for all things CJIS-related.


We pride ourselves on offering quality software and networking solutions backed by impeccable customer support. Part of our support includes assisting our customers with CJIS security audits.