Recently, a wave of Reddit comments surfaced, painting a vivid picture of poor customer service experiences with tech support. Since I’m in the industry, I decided to delve in and see what people were talking about. Some of the stories were so outrageous – like the lady who claimed a technician took a bathroom break in her attic – that they seemed almost too wild to be true. However, the more common issues discussed in the thread hit close to home, and to be honest, they were painful.
When you’re experiencing a tech emergency, whether it’s a malfunctioning printer, hardware hiccups, connectivity woes, or login problems, it can be incredibly frustrating. Poor tech support just makes things worse. As a business leader, you’re left with frustrated employees who can’t do their jobs efficiently because they’re troubleshooting their tech or on hold with an IT company that is “looking into it”. Meanwhile, your own customers become exasperated with the slow service.
Not to be dramatic, but chronic technical issues can result in losing customers and A-player employees to your competitors. As these problems continue to repeat themselves, with no solution in sight, resentment grows. It will eventually result in people seeking organizations that don’t have to deal with these headaches.
Getting Ahead of the Problem
Talk to your employees. Here are a few questions that will help you “grade” your current IT company to see if they’re dealing with your team as fast and efficiently as they should:
- Do you experience any recurring technical problems that haven’t been fully resolved? If so, what are they?
- How would you rate the response time of the IT support team when you have a technical issue?
- Have you found the IT support team to be knowledgeable and helpful in resolving your issues?
- Do you feel that the IT company communicates effectively and keeps you informed about the status of your requests?
- How would you describe your overall satisfaction with the support provided by our IT company?
Your team’s answers will offer valuable insight into whether or not your current IT team is properly handling issues, or if there is trouble brewing within your organization that you weren’t aware of.
Taking the Next Step
If you find your current IT situation lacking, it’s probably time to consider someone else. Look for a provider that focuses on organizations similar to yours in size, purpose, or values. Expertise in your field is a plus, but keep in mind that most IT providers support a wide variety of industries. Talk to your peers and see if they’re happy with their provider, check with your local chamber of commerce, or review the lists of top Managed Services Providers.
If you would like to see what good IT support actually looks like, we’ll do TWO FREE hours of support for your organization. Here are SOME of the ways you could use your time with us:
- Diagnose any computer network problem you are experiencing.
- Check your security against hacker attacks and viruses.
- Discuss a project or upgrade you are considering, or even get a second opinion on a quote you received.
To get started, give our team a call at 703-528-0101, or click here to book your call now.