In recent Reddit discussions, users shared frustrating customer service experiences with tech support. While I usually avoid Reddit’s chronic complainers, I browsed a few threads for research (given my industry background). Some complaints seemed outlandish – like the lady who claimed a technician took a bathroom break in her attic – but others resonated with common issues I’ve faced myself.
When tech emergencies strike – whether it’s a malfunctioning printer, connectivity woes, or login troubles – poor tech support adds to the frustration. Employees struggle to perform efficiently while troubleshooting, stuck on hold with an IT company that’s continuously “looking into it.” Meanwhile, customers crave a seamless process when interacting with your business.
This situation can lead to customer loss and drive away top employees. Initially, it might seem dramatic that unresolved “tech issues” causes such turmoil. However, as problems persist without solutions, resentment grows, pushing people toward companies that don’t grapple with these headaches.
How can you 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 encounter recurring technical problems that remain unresolved? If so, what are they?
- How would you rate the IT support team’s response time during technical issues?
- Is the IT support team knowledgeable and helpful in resolving your issues?
- Does the IT company communicate effectively and keep you informed about request status?
- Overall, how satisfied are you with the support provided by our IT company?
These questions take only a few minutes to answer and can help you gain valuable insight into whether your current IT team is properly handling issues or if there is trouble brewing within your organization that you weren’t aware of.
Here are SOME of the ways you could use your time on a call 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 properly.
- Diagnose slow, unstable PCs.
- Have us conduct our 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.
To get started, call our team at 502-632-3481 or book your call here.
