A recent stream of Reddit comments emerged detailing a series of poor customer service experiences with tech support. A few of the complaints sounded so outlandish. However, other more common issues on the thread have been experienced by many users.
When you are experiencing a tech emergency – broken printer, hardware malfunctions, Internet connectivity issues, or login troubles – poor tech support only worsens the irritation. It leaves you with frustrated employees who can’t efficiently get their jobs done because they’re troubleshooting technology, on hold with an IT company that is “looking into it”. You also have irritated customers who just want a smooth process when dealing with your organization.
This can result in losing customers and star employees to your competitors that don’t have these same daily issues. At first, a few unresolved “tech issues” could cause irritation, but as these problems continue to repeat themselves, resentment grows and result in these people seeking organizations that don’t have to deal with such headaches.
Poll your employees for starters. Ask them to help you “grade” your current IT company to see if they’re dealing with your team as fast and efficiently as they should. Here are a few questions to ask:
These questions give you valuable insight into whether or not your current IT team is properly handling issues. If there is trouble brewing within your organization that you weren’t aware of, you'll have ammunition to make a change.
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