For a small or medium business, it’s important to ensure that the technology runs smoothly within the business’s goal. By following a set of best practices, the IT support department can make quite a difference in the company operations.
Some of these practices are listed below:
Don’t Keep Customers Waiting
When any kind of glitch or issue comes up, the customer gets worried as well as impatient if the problem is not resolved right away. With that state of mind, no one likes to be kept waiting. To see that customers don’t have to wait for long, make sure that all the IT support channels have the proper staff and there are backups available for everyone. Even if there is no one available to speak to the customer, have someone from the IT support services or give them a call. And in case, the customer is not provided with a satisfactory answer right away, see that you do follow-up the next day.
Multi-Channel Technical Support
When a client comes across even a minor issue, they want immediate IT support through whatever method which is most convenient to them. These methods can also include remote support services. IT support services should provide clients with a variety of multi-channel technical support.
Apart from phone calls and emails, the business can also use social media channels, live chat as well as instant messaging apps WhatsApp. Furthermore, businesses should pay attention to the fact the IT support representatives are well-trained and available on these channels.
Educate the Clients
If the user is well-adapted with the technology and is informed about how things work and the troubleshooting procedures, it can save the hassle of calling or submitting an online ticket. So make sure that apart from training and educating the staff about the new practices effectively, they also impart the same knowledge to the clients so that they can also the same time in the future.
Assist in Troubleshooting
The best example of IT support services is when the clients are provided with the tools to be self-sufficient. Educate and assist the customers in performing self-service for themselves. Moreover, make informative videos and create a knowledge base so the customers can solve the simplest or commonest issues themselves. An online forum/forums is a great initiative.
Document everything
No matter how big or small the request is, make sure that the IT support team is able to track and make a record of every interaction that takes place between you and the customers. This gives you valuable information regarding the issues clients are approaching the help desk for. Make sure that all the data is accessible and stored in a central system. The support system should have easy access to the customer record so that they can save time and provide exceptional customer service.
Hire the Right People
It is important that while recruiting, businesses should hire experienced people with technical skills and knowledge. And even if they somewhat lack in experience, train them well. You can assign a senior member from the IT support services to help out and train the new hire.
At Bizquip Solutions, we provide a complete range of IT support services and infrastructure solutions to schools and hospitals in Perth & Melbourne. Give us a call today and let our IT support specialists help you!