Regardless of what industry a business is a part of, they’re going to utilize digital technology in some way. Every budding entrepreneur must have access to the Internet and likely has several programs that are essential to their success. This type of technology is vulnerable to malfunctions, though, so IT professionals are necessary. Unfortunately, not every IT company espouses the “support” aspect of “IT support.”
What Does IT Support Mean?
Technical support is something that every business owner will eventually need. From something as simple as an employee losing email access to a major situation such as the entire network going down, technical support professionals are the ones who ride in like knights to save the day. The common definition of IT support relates to professionals that provide help to companies for technology products ranging from computers and phones to televisions and software.
Sadly, many companies miss the mark when it comes to IT support. Most business owners are happy if their tech professionals simply show up in a timely manner after something goes wrong. This is a best-case scenario, and some companies seem to take their time to even get professionals on site. This is perplexing, since there are 6.7 million people in the tech industry. It seems as if there would always be someone available to help.
Even tech companies that are expedient, though, can sometimes fall short in the “support” area.
Bigger Focus on Support
If a computer stops working and a tech company has someone on site within 30 minutes, most entrepreneurs would be happy with the service. It’s certainly important to consider how quickly IT support responds and whether it’s easy to get in contact with them at all. This can show if they actually care about their clients, but there are more things to consider when it comes to real “support.”
For instance, does the company take a consultative approach? This would include having training sessions for employees over the technology they’ll be using. Classes could also be held on cyber security best practices to ensure workers are careful, which could easily result in fewer necessary service calls.
Business owners should also look at more than simply how a tech company reacts to a problem. Real support means having a proactive support team that can recognize and address issues before they become actual problems. In the end, these few “going the extra mile” steps result in fewer service calls and decreased downtime.
Why Do Companies Miss the Mark?
Unfortunately, there are a variety of reasons tech companies miss the mark, and it’s not always related to intentional shoddy service. Some of these companies are simply too small to handle the needs of a growing business. This is why it’s essential to check an IT support company’s website to see that it looks professional, the services they offer and whether they provide a free consultation to nail down what a company actually needs.
Another issue entrepreneurs run into is companies that don’t provide the full range of services they need. A business that only handles cloud computing and data recovery might be useless when it comes to IT consulting and cyber security. Of course, some of these support “professionals” are really just bad at running a company. Long response times, inexperienced technicians and sloppy customer service and professionalism are just a few of the problems entrepreneurs run into.
It’s a sad fact that IT support has consistently been moving away from full customer support. Many companies offer the bare minimum, and this simply isn’t enough to ensure great service. This is why business owners must take the time to research tech companies and have a consultation before making a decision that could define the direction of their company.