Recently, a wave of Reddit comments surfaced detailing a series of poor customer service experiences with tech support. While I usually avoid Reddit and its frequent complainers, I decided to browse through some of the comments for research purposes, given my role in the industry. Some of the complaints were so bizarre—like the woman who claimed a technician took a bathroom break in her attic—that they seemed almost unbelievable. However, other more common issues mentioned in the thread were ones I've encountered myself, and to be honest, they were frustrating.
When you're dealing with a tech emergency—whether it's a broken printer, hardware malfunctions, Internet connectivity issues, login troubles, or similar problems—poor tech support only exacerbates the frustration. It leads to employees who are unable to do their jobs efficiently because they're busy troubleshooting tech issues and waiting on hold with an IT company that is "looking into it." This, in turn, results in irritated customers who expect a seamless experience when interacting with your organization.
The consequence can be losing both customers and top-tier employees to competitors who don't face these recurring issues. Initially, it might seem dramatic to suggest that a few unresolved tech problems could cause such disruption, but as these issues persist without resolution, resentment builds. Eventually, this leads people to seek out organizations that don't have to contend with such headaches.
So, how can you get ahead of the problem? Start by polling your employees. Ask questions that will help you evaluate your current IT company's performance to determine if they are handling your team's needs efficiently. Here are a few questions to consider:
- 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 take only a few minutes to answer but can provide valuable insight into whether your current IT team is effectively managing issues or if there are underlying problems within your organization.
If you want to see what excellent IT support looks like, we offer a FREE consultation for your organization.
Here are some ways you could utilize 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.
- Verify that your network backup system is functioning correctly.
- Diagnose slow or unstable PCs.
- Discuss a project or upgrade you are considering, or get a second opinion on a quote you received.
Taking these steps can help ensure your tech support is up to par, ultimately leading to a more efficient and satisfied workforce and customer base.
To get started, give our team a call at 914-923-0161 or click here to book yours now.
