A recent surge of Reddit comments has revealed numerous poor customer service experiences with tech support. Despite usually avoiding Reddit and its community of frequent complainers, I decided to browse some of these comments for research purposes, given my involvement in the industry. Some of the complaints were so absurd—like one about a technician taking a bathroom break in the attic—that they seemed almost unbelievable. However, other more common issues resonated with me, as I have encountered them personally, and to be honest, they were extremely frustrating.

When facing a tech emergency—whether it’s a malfunctioning printer, hardware issues, internet connectivity problems, login difficulties, or similar concerns—poor tech support only exacerbates the frustration. This results in disgruntled employees who struggle to perform their duties efficiently because they’re bogged down by troubleshooting and waiting on hold with an IT company that is “looking into it.” Additionally, it irritates customers who expect a seamless process when interacting with your organization.

Such experiences can lead to the loss of customers and top employees to competitors who don’t suffer from these recurring issues. Initially, it might seem dramatic to suggest that a few unresolved tech problems could cause such turmoil, but as these issues persist without resolution, frustration grows. Eventually, people will seek out organizations that don’t subject them to these constant headaches.

So, what can you do to prevent this problem? Start by polling your employees. Ask them questions that will help you assess your current IT company’s performance in addressing your team’s needs promptly and efficiently. Here are a few questions to consider:

  1. Do you experience any recurring technical problems that haven’t been fully resolved? If so, what are they?
  2. How would you rate the response time of the IT support team when you encounter a technical issue?
  3. Have you found the IT support team to be knowledgeable and helpful in resolving your issues?
  4. Do you feel that the IT company communicates effectively and keeps you informed about the status of your requests?
  5. How would you describe your overall satisfaction with the support provided by our IT company?

These questions are quick to answer and can provide valuable insights into whether your current IT team is effectively handling issues or if there are underlying problems within your organization that need attention.

If you want to see what excellent IT support looks like, we’re offering a complimentary consultation for your organization.

Here are some ways you could use this time with us:

  • Needs Assessment: We will discuss your current IT challenges and goals to understand your specific requirements.
  • Expert Advice: Our experienced IT professionals will offer insights and strategies to improve your IT infrastructure and support.
  • Solution Planning: We will help you plan potential projects, upgrades, or changes to enhance your systems’ efficiency and reliability.
  • Second Opinion: If you have received quotes or proposals from other IT companies, we can provide an unbiased second opinion to ensure you are making the best decision.

Experience firsthand how effective IT support can make a difference for your organization.

To get started, give our team a call at 843-418-4792 or https://www.spartantec.com/discoverycall/ to book your call now.