Dealing with Subpar Tech Support?

A recent batch of Reddit comments surfaced, outlining a slew of disappointing customer service experiences with tech support. Normally, I steer clear of Reddit and its group of habitual complainers, but I skimmed through a few comments for research purposes—after all, I’m in the industry. Some complaints were so absurd—like the woman who claimed a technician took a bathroom break in her attic—that they seemed hard to believe. However, other more common issues in the thread were things I’ve encountered myself, and to be honest with you, they were awful!

When you’re facing a tech crisis—whether it’s a malfunctioning printer, hardware issues, Internet outages, login problems, or something similar—bad tech support only adds to the frustration. It results in disgruntled employees who can’t do their jobs effectively because they’re stuck troubleshooting and on hold with an IT company that’s “investigating” the issue, and annoyed customers who just want a seamless experience when interacting with your organization.

This can lead to losing both customers and top-performing employees to competitors who don’t face these constant issues. Initially, it might seem exaggerated to think a few unresolved “tech issues” could cause such disruption, but as these problems persist with no end in sight, frustration builds. Eventually, this will push people to look for organizations where they don’t have to deal with such aggravating headaches.

Questions To Grade Your Current IT Company

How can you get ahead of this problem? Start by surveying your employees. Ask them questions to “grade” your current IT company and determine if they’re addressing your team’s needs promptly and effectively. Consider asking:

1. Are you experiencing any recurring technical issues that haven’t been fully resolved? If so, what are they?
2. How would you rate the IT support team’s response time when you face a technical problem?
3. Do you find the IT support team knowledgeable and helpful in resolving your issues?
4. Do you feel the IT company communicates effectively and keeps you updated on the status of your requests?
5. How would you rate your overall satisfaction with the support provided by our IT company?

    

Answering these questions takes just a few minutes and can provide you with crucial insights into whether your current IT team is effectively managing issues or if there are underlying problems within your organization that you don’t know about.

Experience Top-Notch IT Support

If you want to experience top-notch IT support firsthand, we’re offering TWO FREE hours of support for your business.

Here are just a few ways you can utilize your time with us: 

• Identify and resolve any computer network issues you’re facing.
• Assess your network’s security to protect against hackers and viruses.
• Scan and review your system for spyware.
• Verify that your network backup system is functioning correctly.
• Diagnose slow or unstable PCs.
• Let us perform our exclusive IT Systems Security and Performance Assessment.
• Discuss any project or upgrade you’re considering or get a second opinion on a quote you received.