Customers are expecting more out of the companies they do business with. They expect competitive prices, fast delivery, and exceptional customer service. In fact almost 90% of customers surveyed have said they think brands need to put more effort into providing a consistent experience.
These expectations include your IT. Whether you work directly with consumers or you operate in the B2B arena, your business likely hinges on your ability to utilize technology. From POS systems, to email, IT is central to your operations; and keeping your customers waiting, or worse having to halt business altogether will always put a bad taste in a their mouth. If your IT fails, it’s important that you can depend on immediate technical support, as well as prompt action. But you shouldn’t have to wait for your tech team to drop what they are doing and run to your location.
Remote support is not a new concept in the IT service industry, it’s actually becoming a standard. But should it make or break your decision to hire a tech company? Here’s how remote tools benefit your business.
Whether an issue can be fixed remotely or not aside, it spares you a time consuming visit from a technician if they are able to give an initial diagnosis from their office. Even if it turns out they have to go on site, they are better prepared with diagnostics and the right tools and be able to fix the problem faster.
- Quick fixes
Often errors can be resolved quickly and easily by changing a setting or even correcting a user error. Sometimes tunnel vision can blind people to simple solutions to their problems (like any of these common issues). We want you to call support for any issue, but if we were running office to office every day for a dead mouse battery we’d need a lot more technicians!
- Regular updates
Software and operating systems are constantly going through updates that can be relatively simple, but crucial to the security of your business. But they also have a nasty habit of popping up when you’re right in the middle of something. So you put it off again and again without realizing that those updates include security patches that when left undone are leaving your network at risk. Technicians can monitor necessary updates remotely and schedule them to make sure they get done, but don’t interrupt your business operations.
Remote capabilities alone won’t guarantee responsiveness. The quickest response times come from service providers that have a dedicated help desk. Having a robust help desk means a team of technicians are available to assist you at any time, regardless of whether or not field techs are out servicing other customers. It means you’re not waiting around for a simple, yet crucial fix because a technician is working on a previously scheduled project.
IT at its very best is empowering your business, not hindering it. But when it does go down, someone should have your back. If you’re spending more time fighting your IT than running your business, give us a call.