A recent wave of Reddit comments has surfaced, detailing a slew of poor customer service experiences with tech support. Although I usually steer clear of Reddit and its chorus of chronic complainers, I decided to browse through a few posts for research purposes, given my involvement in the industry. Some of the complaints seemed so far-fetched—like the woman who claimed a technician took a bathroom break in her attic—that they bordered on the unbelievable. However, other more routine issues mentioned in the thread were ones I've encountered myself, and to be honest, they were incredibly frustrating.
When you're facing a tech emergency—whether it's a malfunctioning printer, hardware issues, internet connectivity problems, login troubles, or similar challenges—poor tech support only exacerbates the irritation. It leaves you with frustrated employees who can't perform their jobs efficiently because they're busy troubleshooting tech problems and waiting on hold with an IT company that is "looking into it." This frustration extends to customers who just want a seamless experience when interacting with your organization.
Such ongoing issues can lead to losing both customers and top-tier employees to competitors who don't struggle with these daily tech problems. Initially, it might seem dramatic to suggest that a few unresolved tech issues could cause such disruption, but as these problems persist without resolution, resentment grows. Eventually, this will drive people to seek out organizations that can offer a hassle-free environment.
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 and determine if they're addressing issues promptly and effectively. 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 handling issues or if there are underlying problems within your organization that need attention.
If you want to see what excellent IT support looks like, 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 experience superior IT support and ensure your organization runs smoothly.
To get started, give our team a call at +44-28-7136-3363 or click here to book yours now.
