A recent surge of Reddit comments has highlighted a series of frustrating customer service experiences with tech support. While I usually avoid Reddit and its community of chronic complainers, I decided to read through a few comments for research purposes, given my involvement in the industry. Some complaints seemed so far-fetched—like the woman who claimed a technician took a bathroom break in her attic—that they were hard to believe. However, many of the more common issues were ones I've personally encountered, and to be honest, they were infuriating.
When facing 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 leaves employees unable to efficiently perform their tasks because they are busy troubleshooting and waiting on hold with an IT company that is "looking into it," and it leaves customers irritated, simply wanting a smooth interaction with your organization.
This can lead to losing both customers and top-tier employees to competitors who don't face these daily issues. Initially, it might seem dramatic to suggest that a few unresolved "tech issues" could cause such a disruption, but as these problems persist without resolution, resentment builds, and people eventually seek out organizations that don't have to deal with 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 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 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 were unaware of.
If you want to see what excellent IT support looks like, we are offering a FREE consult for 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 properly.
- Diagnose slow or unstable PCs.
- Conduct our proprietary 57-point 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.
Take advantage of this opportunity to improve your tech support and ensure your organization runs smoothly.
To get started, give our team a call at 813-689-1950 or click here to book yours now.
