Recently, a flurry of Reddit comments surfaced, highlighting numerous poor customer service experiences with tech support. Although I usually avoid Reddit and its community of habitual complainers, I decided to peruse a few comments for research purposes, given my industry involvement. Some 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 resonated with my own experiences, and to be honest, they were quite frustrating.
When you face a tech emergency—whether it's a broken printer, hardware malfunctions, internet connectivity issues, login troubles, or similar problems—subpar tech support only exacerbates the frustration. It leaves you with disgruntled employees who can't perform their jobs efficiently because they're busy troubleshooting tech issues and waiting on hold with an IT company that's "looking into it." This also irritates customers who expect a seamless experience when interacting with your organization.
Such scenarios can lead to the loss of both customers and top-performing employees to competitors who don't grapple with these daily challenges. While it might initially seem dramatic to suggest that a few unresolved "tech issues" could cause significant disruption, the repeated occurrence of these problems, without any resolution, fosters growing resentment. Eventually, this drives people to seek out organizations that don't suffer from such headaches.
So, how can you get ahead of the problem? Start by polling your employees. Ask them questions that will help you evaluate your current IT company's performance to determine if they are addressing issues promptly and efficiently. Consider asking the following questions:
- 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 and can provide valuable insight into whether your current IT team is effectively managing issues or if there are underlying problems within your organization that you weren't aware of.
If you're interested in experiencing quality IT support, we're offering a FREE consult with your organization.
Here are some ways you could utilize this 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 even get a second opinion on a quote you received.
Take advantage of this opportunity to see what excellent IT support looks like.To get started, give our team a call at 410-535-4332 or click here to book yours now.
