A recent stream of Reddit comments has highlighted poor customer service experiences with tech support. While I usually steer clear of Reddit's chronic complainers, I couldn't resist scrolling through a few for research since I'm in the industry. Some of the complaints sounded so outlandish—like the lady who claimed the technician took a bathroom break in her attic—that they almost seemed unbelievable. However, other more common issues on the thread I’ve experienced myself, and to be candid with you, were frustrating!
Poor tech support only amplifies the irritation when dealing with a tech emergency—be it a broken printer, hardware malfunctions, Internet connectivity issues, login troubles, or something similar. It leaves you with frustrated employees who can't efficiently do their jobs because they're troubleshooting tech issues and on hold with an IT company that is "looking into it" and irritated customers who want a smooth process when dealing with your organization.
This can result in losing customers and top-tier employees to competitors that don't face these same daily issues. At first, it might seem dramatic that a few unresolved "tech issues" could cause such a stir. Still, as these problems continue to repeat themselves with no solution, resentment grows, eventually leading people to seek organizations that don’t have to deal with such headaches.
But here's the good news: There is light at the end of the tunnel with better support! What can you do to get ahead of the problem? Start by polling your employees. Ask them 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. Here are a few questions to ask:
- Do you experience 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 encounter a technical issue?
- Have you found the IT support team 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?
These questions, taking only a few minutes to answer, empower you to gain valuable insight into the effectiveness of your current IT team. They put you in control, helping you identify and address any brewing issues within your organization.
We value your business, and to show our appreciation, we offer TWO FREE hours of support for your organization. This is what excellent IT support looks like.
Here are SOME of the ways you could use your time with us:
- Diagnose any computer network problem you are experiencing.
- Check your network’s security against hacker attacks and viruses.
- Scan and review for spyware.
- Check your network backup system to make sure it is working correctly.
- Diagnose slow, unstable PCs.
- Have us conduct our proprietary 57-point IT Systems Security and Performance Assessment.
- Discuss a project or upgrade you are considering, or even get a second opinion on a quote you received.
Relief from these frustrating experiences is just around the corner, with efficient tech support ready to transform your operations!
To get started, give our team a call at 517-928-2436 or click here to book your call now.
