A recent influx of Reddit comments has highlighted numerous poor customer service experiences with tech support. Despite my usual avoidance of Reddit and its frequent complainers, I decided to browse through some of the comments for research purposes since I work in the industry. Some complaints were so bizarre—like one woman alleging that a technician took a bathroom break in her attic—that they seemed almost unbelievable. However, other more common issues mentioned in the thread were ones I've encountered myself, and to be honest, they were incredibly 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 exacerbates the frustration. It leaves employees unable to perform their tasks efficiently because they are stuck troubleshooting tech issues and waiting on hold with an IT company that is "looking into it." This also irritates customers who expect a smooth process when interacting with your organization.
Such problems can lead to losing both customers and top-performing employees to competitors who don't face these recurring issues. Initially, it might seem dramatic to think that a few unresolved "tech issues" could cause such a disruption, but as these problems persist without resolution, resentment builds. Eventually, this will drive 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's performance to see if they are addressing your team's needs promptly and effectively. 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 insights into whether your current IT team is managing issues effectively or if there are underlying problems within your organization that need addressing.
If you want to see what quality IT support looks like, we offer a FREE consultation for your organization.
Here are some ways you could use your 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, unstable PCs.
- Discuss a project or upgrade you are considering, or even get a second opinion on a quote you received.
To get started, give our team a call at 337-547-2193 or click here to book yours now.
