Five IT Support Tips That Really Work
If your company’s IT support isn’t all that it can be, it’s time to put on the thinking caps and figure out what is missing. The good news is that changes don’t have to be major to have a great effect on how business is conducted. Here are five tried and true IT support tips that will rapidly improve your department.
1. Respond To Support Requests On A Personal Level
Teach your IT support staff to learn the names of their customers and to use them during interactions. When equipment fails, clients quickly become agitated. Your staff will deal with fewer irate customers, when they use the simple psychological trick of treating their clients as real people.
2. Give Time Estimates
Nothing frustrates a customer more than not knowing when a repair will be completed. Use scheduling software to determine a time frame for your repairs or fixes and let the client know when the problem will be fixed. This step eliminates repeat calls for service in the future.
3. Develop A Ticketing System
If your company does not already have a ticketing system, it is time to change that. Ticketing systems keep active work in the system, so jobs don’t get lost in the system. They also provide a central location for staff to leave notes, in case someone on a second shift has to complete the job.
4. Write Better Emails
Oftentimes, a customer will send an email describing a problem they are having. Unfortunately, their description won’t always provide you with actionable information. It is the IT support staff’s job to write a reply that will give them the answers needed to provide a working solution.
Ask the who, what, where, when and why questions in the email reply. Who is having the problem? What computer is the problem on? Where is the computer? When is the problem happening? And, why are you contacting me? (Just kidding with that last one.)
5. Get Feedback After Service
IT support services are often in-house, which means that the customers are also co-workers. Sometimes, we forget to ask the people we are seeing every day if they are satisfied with how we do our jobs. However, well run departments need to know how they are doing.
To find out, schedule an email that will go to each customer immediately after each ticket has been closed. Include questions to find out how pleased they were with the service they received. Each month, use the data to find problems and work on solutions for them to foster a state of continual improvement.
Give one or all of these IT support tips, and see if the service in your department improves. Like most organization, a support service designed to help with the technical that real people are having will have to evolve with the times. However, these simple fixes will help to resolve many small issues in the present, so that your department can take a look at the big picture in the future.
I would like to thank the team at fluent-group.co.uk for this great article. They offer the best IT Support in London