A recent wave of Reddit comments has surfaced, highlighting a series of poor customer service experiences with tech support. While I usually avoid Reddit and its chorus of habitual complainers, I did browse through a few comments for research purposes, given my role in the industry. Some of the complaints seemed so outrageous—like the woman who claimed a technician took a bathroom break in her attic—that they were hard to believe. However, other more common issues mentioned in the thread are 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 something similar—poor tech support only adds to the frustration. It leaves you with employees who are unable to perform their jobs efficiently because they're busy troubleshooting their tech issues and waiting on hold with an IT company that is "looking into it." This also leads to irritated customers who simply want a smooth process when interacting with your organization.
This can ultimately result in losing both customers and top-performing employees to competitors who don't face these daily issues. Initially, it might seem overdramatic to think that a few unresolved "tech issues" could cause such a commotion, but as these problems persist without resolution, resentment builds. Eventually, this drives people to 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 to see if they are addressing your team's needs promptly and efficiently. Here are some 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 handling issues or if there are underlying problems within your organization that you weren't aware of.
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 use 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 spyware.
- Check your network backup system to ensure it is functioning properly.
- Diagnose slow, 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 top-tier IT support and address any tech issues you may be facing.
To get started, give our team a call at 866-214-8324 or click here to book yours now.
