Why We Believe in Quality Tech Support
October 10, 2012
Tech support stories are like airline stories: everyone’s either heard one or got one, and they range from bad to worse. Call wait times, cryptic phone trees, and confusing operator instructions are all part of the folklore.
We believe in quality tech support at Cii; if we didn’t, we certainly wouldn’t put in the time and energy it takes to keep our clients’ technology working. We’re passionate about creating real working relationships with our clients: people who are names and faces, not afterthoughts on an accounting spreadsheet. When they call our support number, they’re treated with respect and concern.
So why would someone work with a distant and impersonal support system for their server, computer, or network?
Count the Cost
We hear it all the time: cost. And we get that. It’s a down economy, and times are tough. We understand that even more than other support services because we are a small business, working hard to make it within our local Raleigh community. We face the very same challenges: payroll, insurance, building costs and maintenance, even technology needs (we don’t manufacture our own computers!)
But here’s the thing: outsourcing to somebody promising dirt cheap tech support doesn’t provide true cost reduction. Sure, there’s less in the bill, but hidden fees crop up when that company doesn’t respond quickly to your needs, or puts you in an endless back-and-forth game of phone and email tag, or tries to “fix” a problem you don’t even have because there’s not a real understanding of what your business technology even looks like.
Worse, they might try to sell you something just to get your current problems solved. Wait, isn’t that why you hired them in the first place?
A good example of our point comes from Kate Kiefer Lee wrote over at Forbes magazine in an article appropriately title, “Customers Are People, Too:”
If we want to make our customers happy, treating them like people is the least we can do. Referring to a customer as a ticket number is off-putting. Referring to a customer as a business opportunity is just plain rude.
We agree completely. That’s why we get to know people, form personal connections, listen to problems, and offer constructive solutions that actually work for a business. We don’t play games with our customers when it comes to support; in our minds, a bout of laser tag after hours might be great, but phone tag in the middle of a server meltdown isn’t a good idea.
When we work with a business to provide technical and managed services, we explain exactly what the client is paying for so there aren’t any surprises when an emergency crops up. Even better, we can automate preventative maintenance and use monitoring software to keep emergencies from happening in the first place. We’ll even call you to warn you about problems that may develop.
What Are You Waiting For?
When it comes to technical support, we stand by our motto of making technology simplified for our clients. You can read how that service worked for businesses from Raleigh and beyond on our testimonials page. We’re proud to offer quality tech support at a reasonable rate to our local community.
Would you like a technology partner to help your business? Just fill out this form or call our number (919-676-8300). We promise, a real human being will respond and listen to your concerns. We’d love to speak with you today.