Common Frustrations Every IT Support Company Should Avoid
In the world of tech support, there are fundamental basics that every information technology company needs to understand – and it all comes down to one simple thing: customer service.
It’s not uncommon to hear that dealing with tech support is a frequently intolerable experience. The New York Times even called it ‘purposely unbearable’. With more people working from home due to the pandemic, frustrations with remote IT support are also very real.
Sadly, this is due to a number of common frustrations that every IT support company should commit to avoiding.
Regular frustrations with IT support companies
For a customer, choosing a tech support company is a massive relief for a range of reasons. Their IT is consistently facing roadblocks, malware is infecting their computer networks or they simply just don’t want to worry about the machinery behind their screens.
Small and medium sized businesses, as well as large corporations, expect an IT company to give them the technology solutions they need so they can continue doing business. But far too often, their experience frequents frustrations.
And it’s frequently a primary reason why people decide to upgrade their service provider by moving elsewhere.
We’ll outline some of these common frustrations below.
Being unavailable or slow
The most common frustration we find is that IT support companies are unavailable, display slow response times, or are just not there when their customers need them.
Reasons behind this could be:
- The provider is understaffed
- They don’t have the capacity to meet customer expectations
- They don’t understand the urgency of the situation
- A customer is not a priority when compared to other clients or projects
These issues often stem from a lack of communication, which should be nipped in the bud sooner rather than later. If a customer needs a fast response, then the company needs to know this from the get go.
Lack of technical knowhow and experience
Customers sign up with an IT services company because they perceive them to be the expert in all things IT support. Sadly, some companies out there take on a little more than what they can handle.
Customer reps may not know about a particular product you’re asking about. Perhaps some IT support reps don’t have the breadth of experience necessary to service a particular customer.
This can be excruciatingly painful for a business, who too often has no idea how to diagnose a tech problem and who expect their service provider to know all the answers.
Being reactive (not proactive)
Sometimes, you’ll come across an IT support company that responds to customer problems as they arise, but they don’t actively monitor their IT situation to prevent problems from happening in the first place.
This can lead to major headaches, especially if a computer network is facing constant malware threats on a regular basis and requires active supervising.
You know something’s wrong if a customer is calling up their tech support personnel every second day with a new problem that could easily have been prevented with basic ongoing maintenance. Hence why high-quality managed IT services are absolutely paramount.
Providing standard ‘cookie cutter’ responses
Generic responses are another complaint we hear from customers seeking business IT support. Rather than providing a tailored response to suit a specific client need, a company may provide a standard ‘instruction manual’ response or – worse – direct them to some article that might explain how to fix the problem.
The reason for this is sometimes a little more complicated than we initially think, but some underlying explanations could be:
- They are following company protocol
- Their supervisors are telling the customer representative what to say
- They lack the specific knowledge required to answer the customer’s question
This is a massive bug bear – and a lot of the time it is unintentional. Different IT support companies provide different services to businesses and may charge them in various ways, resulting in clients paying for much more than the quality of the service they receive.
This may be because the customer doesn’t really know what they want, and they end up purchasing a service package that goes way beyond what they actually need.
Gold-plated managed IT support is not going to be necessary for a business that keeps most of their records on paper. But, obviously, a bookkeeping company or a techy law firm that rely on access to electronic data are going to need that high-end computer support to do their jobs properly.
This is why it is so important for IT support companies to ask the right questions to their prospective customers before signing them up, finding out exactly what they need so that expectations are crystal clear from the outset.
Proactive IT support in Brisbane
If you’re looking for a leading IT company with offices in Brisbane (that’s proactive, knowledgeable and available when you need them), give us a call. Our extensive range of IT services are specifically tailored to your industry, so you only pay for what you need.
We focus on one thing – and one thing only: delivering a seamless IT user experience so that you can focus on growing your business long term, doing what you do best and never worrying about tech support again.
High-quality IT support Brisbane isn’t hard to find when you’re dealing with our team of experts at GPK Group.