Maintaining the flow of internal information is an important factor in sustaining a seamless work environment for your company.

When important emails go missing or end up quarantined for security purposes, you need a quick solution to restore email flow so day-to-day business operations don’t take the hit.

Without the highest level of customer support as well as a dedication to uptime and protection from your cloud email security provider, your business is at risk.

That’s why it is important to partner with a cloud email security provider boasting the highest first-call resolution (FCR) rate. FCR simply means that a customer’s issue is addressed the first time they call, negating the need for follow up or being passed around to various departments.

When your issue is resolved on the first call by a cloud security expert, you gain peace of mind that your business is fully protected.

Avoid the cloud email security provider that puts you on a call-back service.

It’s incredibly common for providers of cloud email security to handle their customer service calls with a tiered approach. You call and connect with a first-level support person who is only able to handle simple fixes. If your issue is too complex, the first-level support person logs an internal ticket to escalate the issue. Then, you have to sit and wait for the next level of support to call you back.

Contacting a cloud email security provider with a high FCR means you connect with a Tier 3 expert on the first call. The support technician you’re speaking with is trained to address small issues, such as, “How do I set up a policy?” as well as more serious issues, such as, “I just had a server outage and cannot access any emails.”

But, what if your network issue is so complex that even the Tier 3 cloud security expert is unable to solve it on the first call? Inquire if your provider has support technicians sitting alongside development and network operations teams – they should be constantly working together to ensure the most solid service delivery to customers.

3 Critical Reasons Why You Need A Provider With A High FCR

1. 1. FCR Reduces Risk
   Solving issues on the first call reduces the time your staff spends chasing down help from the cloud email security provider. A higher FCR reduces downtime associated with email issues and server outages, so your business maintains a high level of productivity.

2. 2. FCR Reduces Anxiety
   Just knowing that you have immediate, 24-7 access to a Tier 3 cloud security expert on the first call eases worries over the threat of cyber attacks.

   Even if it’s 3 a.m., from the first call, you reach a support technician who is able to log into their management console and assess your issue. While you’re on the phone line, your cloud email security provider solves the issue so you can go back to bed and rest easy knowing the next day at work is going to be business as usual.

3. 3. FCR Reduces Strain On Your IT Staff
   The daily management of email is complicated and time consuming. With the right cloud email security solution, however, the stress and strain of protecting your company’s network is taken off of your IT staff.

   You need a provider that offers added support when emails are quarantined or aren’t getting through the email filters due to your internal policies. Within one call to your cloud email security provider, the support technician should help you set up and customise your solution to meet the individual needs of your business.

Malicious threats to your company’s network require a cloud email security provider that takes proactive measures to protect your business. Beyond email filtering and spam protection, your provider must resolve your issue on the first call, guaranteeing you 100% uptime.

At this point, you aren’t merely partnering with a provider, but leaning on a sound solution.

Ready to learn more about partnering with a cloud email security provider that shields your business from threats so you’re never at risk? Call +61 3 9694 4444 or click here to email a knowledgeable expert at MailGuard.