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An SMB owner – we’ll call her Jill – is talking to an IT support technician. She’s dreading the question, but she knew he’d ask.“Have you rebooted your computer?”Jill sighs. “Yes.”“Well, let’s try rebooting it again.” There’s no life in the tech’s voice. He’s clearly on autopilot. Probably reading from a script, Jill thinks.“I’ve rebooted it three times already,” she says.“So, yeah, just let me know when it’s done rebooting.”Is he even listening?! she wonders.“This is my second call about this issue,” she explains again. “Can we skip all the basic troubleshooting stuff?”He doesn’t even respond. She takes a deep breath to calm herself and then says, “Okay. It’s done rebooting.”“Alright. Try accessing the server.”“I can’t,” she says, frustration peppering her voice. “THAT’S the problem. I can’t connect to it.”“Maybe we need to reboot the server,” the tech says.Jill does her very best not to scream.
You’ve been there.
We know you have. We know because everyone who’s dealt with IT support has had a bad experience at some point.But, like Jill, you bite your tongue.Why? Because on some level, that’s what you’ve come to expect from IT support. If you have enough rotten experiences, you begin to believe that’s just the way it is. You hate the experience, but you’re getting exactly what you expect to get.We believe you should be able to get so much more.
What you want.
The kind of IT support you want is nothing like Jill’s conversation above. When IT support is what it can be – what it should be – there’s no comparison.Here’s what you should expect (and even demand) from your IT support.
Education
Good IT support isn’t just a tech reading a troubleshooting script. It’s an educated professional engaged in active conversation with you. And their education should show.When you share issues, problems, comments or suggestions, you should never feel like they aren’t familiar with what you’re talking about.
Experience
Good IT support has a solid track record of helping clients work through issues and develop strong strategies for avoiding downtime.An IT support partner might employ some newer techs – that’s how people gain experience. But there should be plenty of seasoned pros on staff, too.
Empathy
Good IT support should never make you feel stupid. You’re not a bother or an inconvenience. You’re a client and a partner.When you have questions, your IT support should leave you feeling like you’re a priority. Your business matters and your IT solutions matter. Always.
Availability
Good IT support is there when you need them. If you have to wait on hold for 45 minutes before you talk to someone, that’s unacceptable.If you have issues at any time, even on the weekend or late at night, you should be able to get help. Few SMB owners only work during business hours. You need 24/7 support.
Trustworthy
Finally, good IT support should be trustworthy. How trustworthy? Trustworthy enough that you feel okay giving them access to your network.Full support requires monitoring and remote access. If you don’t trust your IT support provider enough to feel comfortable with a high level of access, that’s a huge red flag.
IT Support with GXA
If your IT support doesn’t measure up, maybe it’s time to consider another option.Here at GXA, we’re proud of the kind of IT support we offer. We’re confident that we meet each of the qualities on this list. Perhaps that’s why our clients are consistently satisfied.If you’d like to find out more about working with us, give us a call. No high-pressure sales. Just friendly folks ready and willing to help. Contact us for a free assessment and discuss your business goals.