A recent thread on Reddit has surfaced, highlighting a series of poor customer service experiences with tech support. Although I usually avoid Reddit and its often disgruntled commenters, I skimmed through some posts for research purposes, given my industry involvement. Some complaints seemed almost too bizarre to be true—like the woman who claimed a technician took a bathroom break in her attic. However, other more common issues mentioned in the thread are ones I've encountered myself, and to be honest, they were frustrating!
When you're dealing with a tech emergency—whether it's a broken printer, hardware malfunctions, Internet connectivity issues, login troubles, or something similar—ineffective tech support only amplifies the frustration. It leaves employees unable to perform their tasks efficiently as they juggle troubleshooting their tech while being on hold with an IT company that is "looking into it." This also irritates customers who expect a seamless experience when interacting with your organization.
This can lead to losing both customers and top-tier employees to competitors who don't face these recurring issues. Initially, it might seem exaggerated that a few unresolved "tech issues" could cause such disruption, but as these problems persist without resolution, resentment builds, eventually driving people to seek out organizations that don't have to deal with such headaches.
So, what can you do to get ahead of the problem? Start by polling your employees. Ask them questions that will help you assess your current IT company's performance and determine if they are addressing your team's needs promptly and effectively. 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 your IT support is meeting the needs of your organization effectively.