A recent stream of Reddit comments detailed a series of poor customer service experiences with tech support. While I usually steer clear of Reddit and its chorus of chronic complainers, I browsed a few comments for research purposes, given my industry involvement. Some complaints were so outlandish – like the lady who claimed the technician took a bathroom break in her attic – that they seemed unbelievable. However, other more common issues resonated with my own experiences, and to be candid, they were frustrating!
When you face a tech emergency – be it a broken printer, hardware malfunctions, Internet connectivity issues, login troubles, or similar problems – note being able to solve the issue quickly only worsens the irritation. It leaves you with frustrated employees who can’t efficiently get their jobs done because they’re troubleshooting their tech and on hold while you are “looking into it,” and irritated customers who just want a smooth process when dealing with your organization.
This can result in losing customers and A-player employees to competitors that don’t have these same daily issues. At first, it might seem dramatic that a few unresolved “tech issues” could cause such a stir, but as these problems continue to repeat themselves with no solution in sight, resentment grows and will eventually result in people seeking organizations that don’t have to deal with such headaches.
How Co-Managed IT Can Solve These Issues
One way to get ahead of these problems is by leveraging a co-managed IT approach. Co-managed IT services provide a partnership between your internal IT team and an external IT support provider, ensuring you receive the best of both worlds. This setup allows for seamless support and rapid issue resolution, preventing the frustrations associated with tech issues you don’t work on very often.
Polling Your Employees
To assess whether your current IT support is up to par, start by polling your employees. Ask questions that will help you “grade” your current IT company and see if they’re dealing with your team as efficiently as they should. Here are a few questions to ask:
- 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 support team communicates effectively and keeps you informed about the status of your requests?
- How would you describe your overall satisfaction with the support provided by your IT team?
These questions take only a few minutes to answer and can help you gain valuable insight into whether or not your current IT team is properly handling issues or if there is trouble brewing within your organization that you weren’t aware of.
Experience the Difference with Our Co-Managed IT Services
If you want to see what excellent IT support looks like, we’ll provide TWO FREE hours of support for your organization. Here are some ways you can 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 spyware.
- Check your network backup system to make sure it is working properly.
- 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.
To get started, give our team a call at 214-550-0550 or click here to book your call now.
Experience the benefits of co-managed IT and eliminate the frustrations of tech by yourself for good.