6 Things to Know About Using a Tech Support Company
Using an outside tech support company is something many businesses do. In fact, it is often the smartest option for businesses of all sizes to manage their IT while saving money. However, because most employees and managers are not IT people themselves, there can be some misconceptions about IT support and how to select an ideal provider for your company. Below are six things all managers, executives and employees should know about using a tech support company.
1. Shop Around
Like when hiring any service, especially an outsourced team that will affect how your own business runs, you will want to shop around. Consider the services each company offers and at what prices. Ask for recommendations from your professional contacts. Be sure to let each tech support company know what services you need and invite them to bid on the contract. There are a number of factors that should go into awarding the contract, including price, services offered and the impression you get from them.
2. Know What You Need
To find an IT support company that fits your needs, your company first must determine what its needs are. For example, some IT support companies offer on-site visits, while others don’t. Some companies provide hardware and others do not. It’s important to understand your company’s needs when considering using a tech support company. Some IT support companies may aid you in this by doing an evaluation of your company and then recommending the services they think you need. Companies that ask about your business overall, rather than just your tech, should take precedence.
3. They Aren’t Magicians
Most regular employees are not familiar with the intricacies of tech support. They expect tech support to magically solve their problems and can get frustrated when an issue drags on. It’s important to remember that IT workers are not technology magicians. They cannot know what is going on or how to fix a problem without being told all relevant information. Because technical issues can be complex, it can take significant time, as well as trial and error, to fix them. It is important for all employees not to expect miracles from your IT support. Inflated expectations can lead to bad feelings which could cause unnecessary problems and friction.
4. They Get Frustrated Too
Sometimes, working with computers is not an exact science. If an employee or your company as a whole is struggling with a technology problem, there’s a very good chance your tech support company is frustrated too. In addition, your tech support company may not agree with certain policies, such as how often employees are required to change their passwords or what programs they are required to use. However, they must follow policy too and it is critical to be understanding of that.
5. They Are Part Of Your Customer Service
Your tech support company is, both directly and indirectly, an integral part of your customer service. If your office tech isn’t working properly, such as your phone system, your e-mail or your online chat, you cannot best serve your customers. Such delays in service can irritate customers and cost you significant amounts of productivity and money. In some cases, your tech support may directly interact with your customers. For example, this can occur if customers are having problems with your website or payment system. Ensure your tech support company is treating your customers as well as you do.
6. It’s Important
Tech support is simply critical for running your business. It is even more important if you rely heavily on your tech to conduct business, such as if you run an online store. In today’s digital world, businesses thrive on their technology and suffer major setbacks when it does not work properly. You should always ensure your tech support company is given adequate resources to support your business in its endeavors. Let them know of changes in your business, plans to upgrade tech, adopt new software and more.
All companies require some level of tech support, especially in today’s digital world. Your business depends on technology and this trend will only continue as you implement more tech solutions at your company. Have a solid understanding of what exactly tech support is and what it does before hiring a service. By doing so, the arrangement will be most advantageous for both parties.