The state of customer support is deteriorating. The UK Customer Satisfaction Index (UKCSI) has dropped to its lowest level since 2015, highlighting a troubling trend across multiple sectors. UK businesses are losing an estimated £12 billion annually due to poor customer service.
So, why is this happening? Why are businesses settling for subpar support that frustrates their customers and harms their bottom line?
The Problem with Support Today
This is the reality: most software providers deliberately minimise support to maximise profits. They cut back on staff, rely on automated responses and ticketing systems, and redirect you to impersonal knowledge bases – all to save money while providing the bare minimum. If you’ve spent hours on hold or navigating endless menus, you’re experiencing the industry’s accepted standard: a choice prioritising profit over real help, conditioning businesses to settle for a below standard service.
Why Does This Keep Happening?
It’s simple – greed! Companies have realised they can reduce costs by cutting back on customer service, pushing the burden onto you. They have made a deliberate choice to value profits over people, and as a result, customers are left with mediocre service that offers little support when it’s needed most.
They staff their support teams to the bare minimum, focusing on cost-saving rather than quality. It’s not about helping you; it’s about maximising their profits. This choice is effectively stealing money from your business, and downtime, frustration, and unresolved issues all cost you time and revenue.
Is This Really the Standard We Should Accept?
The truth is businesses shouldn’t have to settle for poor support. This isn’t how it should be. You should expect software providers to do their job and deliver the service and support you paid for. But the industry’s acceptance of poor customer service has made it difficult for companies like ours, who offer reliable and consistent support, to stand out.
Our Approach: Old-School Support Done Right
At Berkeley Myles Solutions, we believe in doing things the way they should be done. “Old-school support” – real people, real help, and a commitment to solving your problems when you need us. It’s not complicated. We simply believe that if you buy our software, you deserve the support that goes with it. No automated responses, no impersonal ticketing systems, just reliable, human-centric service.
We’re not reinventing the wheel; we’re simply doing what should be expected. When our clients need support, they get direct access to knowledgeable staff who understand their needs and provide effective solutions.
What Our Clients Say
Our clients notice the difference. Here’s what they have to say:
- “The support is top-notch—exactly what we need.” – Declan Foran, Procurement Manager at Eire Composites.
- “It’s about knowing you have a support system you can rely on.” – Calvin Moy, Managing Director of Complete Machining and Lynden Tooling.
These testimonials show that when it comes to customer service, businesses don’t have to settle for less. There is an option where support is part of the package, not an afterthought.