A recent stream of Reddit comments emerged detailing a series of poor customer service experiences with tech support. A few of the complaints sounded so outlandish. However, other more common issues on the thread have been experienced by many users.
When you are experiencing a tech emergency – broken printer, hardware malfunctions, Internet connectivity issues, or login troubles – poor tech support only worsens the irritation. It leaves you with frustrated employees who can’t efficiently get their jobs done because they’re troubleshooting technology, on hold with an IT company that is “looking into it”. You also have irritated customers who just want a smooth process when dealing with your organization.
This can result in losing customers and star employees to your competitors that don’t have these same daily issues. At first, a few unresolved “tech issues” could cause irritation, but as these problems continue to repeat themselves, resentment grows and result in these people seeking organizations that don’t have to deal with such headaches.
How to get ahead of bad tech support?
Poll your employees for starters. Ask them to 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 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 encounter 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?
These questions give you valuable insight into whether or not your current IT team is properly handling issues. If there is trouble brewing within your organization that you weren’t aware of, you’ll have ammunition to make a change.
Ready to see what good IT support actually looks like?
We are offering TWO FREE HOURS OF CONSULTING for your organization. Here are ways you could use your free time:
- Diagnose any computer network problem you are experiencing.
- Check your network’s security against hacker attacks and viruses.
- Scan and review spyware.
- Check your network backup system to make sure it is working properly.
- Diagnose slow, unstable PCs.
- Have us conduct an 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.
Give our team a call at 410-860-9899 or click here to schedule a consultation. Our sibling company, Fortifi Cyber Security, can help your organization stay armed against cyber threats.