A recent influx of Reddit comments has highlighted a series of negative customer service experiences with tech support. While I generally avoid Reddit and its community of chronic complainers, I decided to read through some of the posts for research purposes, given that I work 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 are ones I've encountered myself, and frankly, they were frustrating!
When you're facing a tech emergency—whether it's a broken printer, hardware malfunctions, Internet connectivity issues, login troubles, or something similar—poor tech support only exacerbates the problem. It results in frustrated employees who can't perform their jobs efficiently because they're stuck troubleshooting tech issues and waiting on hold with an IT company that is "looking into it." This also irritates customers who expect a seamless experience when interacting with your organization.
Such scenarios can lead to losing both customers and top-tier employees to competitors who don't suffer from these recurring issues. While it might seem dramatic to suggest that a few unresolved tech problems could cause such upheaval, the persistence of these issues without resolution breeds resentment, eventually driving people to seek out organizations that don't have such headaches.
So, what can you do to 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 are 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 and can provide valuable insights into whether your current IT team is managing issues effectively or if there are underlying problems you weren't aware of.
If you want to see what good IT support looks like, we're offering a FREE consult for your organization.
Here are some ways you can 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.
- Ensure your network backup system is functioning correctly.
- Diagnose slow, unstable PCs.
- Conduct our proprietary 57-point IT Systems Security and Performance Assessment.
- Discuss a project or upgrade you are considering, or get a second opinion on a quote you received.
Take advantage of this opportunity to experience quality IT support and see the difference it can make for your organization.
To get started, give our team a call at 703-281-1017 or click here to book yours now.
