A recent wave of Reddit comments surfaced, highlighting a series of frustrating experiences with tech support. Although I usually avoid Reddit and its frequent complainers, I decided to skim through some posts for research purposes since I work in the industry. Some complaints were so bizarre—like the woman who claimed a technician took a bathroom break in her attic—that they seemed almost unbelievable. However, other more common issues discussed in the thread are ones I've personally encountered, and to be honest, they were dreadful.
When you're facing a tech emergency—whether it's a malfunctioning printer, hardware issues, Internet connectivity problems, login difficulties, or similar challenges—ineffective tech support only exacerbates the frustration. It leaves employees unable to perform their tasks efficiently as they spend time troubleshooting and waiting on hold with an IT company that's "looking into it." This also irritates customers who simply want a seamless experience when interacting with your organization.
Such issues can lead to losing both customers and top-performing employees to competitors who don't struggle with these recurring problems. Initially, it might seem exaggerated to think that a few unresolved tech issues could cause such turmoil, but as these problems persist without resolution, resentment builds. Eventually, this drives people to seek out organizations that don't have to deal with these constant 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 determine if they are 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?
By gathering this feedback, you can identify areas for improvement and ensure that your tech support is meeting the needs of your employees and customers effectively.
Answering these questions will take only a few minutes and can provide you with valuable insights into whether your current IT team is effectively managing issues or if there are underlying problems within your organization that you might not be aware of.
To get started, give our team a call at 610-433-1000 or click here to book yours now.
