If you run a business that is involved in the tech industry, many of your customers will likely be tech-savvy. This means that being able to provide them with meaningful information about the products/services offered is essential. Having a generic and basic FAQ section might seem like enough; in many cases, though, you need to be able to provide a more robust support network.
From dealing with sales and troubleshooting to arranging refunds and agreeing on long-term partnerships, having a support platform is essential. Since you run a tech company, you might feel like you can run your support in-house. This might seem well-intentioned, but more often than not runs into headaches and problems down the line.
With that in mind, should you think about outsourcing your IT support? There are several benefits to doing so. If you think your company could benefit from bringing in an out-of-office IT support specialist, here are some reasons why this hunch could benefit your business for years in the future.
One of the main reasons to go down the route of using an external IT support team is the time you save. You can reduce the amount of time your staff has to spend managing tickets. If your staff are not fully IT fluent, they could waste lots of time, money, and resources searching for solutions. With an external IT specialist, you simply send off the ticket to them, and they can resolve the problem.
This leaves your team to focus on the things they do best. This could be marketing, relationship building, offering non-IT customer support, and more. Over time, this can save your business a lot of time and money as your staff can focus their energies on where they are most reliable and efficient.
Over time, this can become extremely important in reducing your resource usage.
Another huge benefit of using a service like this is that you can keep people more readily focused on where they need to be paying attention. That is really important and a skill that is often ignored or underutilized. You can find that your staff being able to focus on what they do best is better for your company than having staff trying to be a Jack of All Trades.
Someone being a master of nothing can rarely benefit your business. It is better to have focused and specialist roles where your staff can concentrate on the hugely important matter of one key task. You likely hired your team because they bring something different to the table – why not make sure they can use those specific skills to the best of their ability without having to spread themselves so thinly?
Another benefit of using IT support from outside is that you do not have to worry about your staff being overworked. You can enjoy support as and when you need it. This can be very useful as it means your staff can simply focus on their best work. When you need support, you just drop a ticket in with your outsourced IT support specialist.
This allows them to work on the problem without anyone on your team getting distracted. It is very important that your staff can work without having to feel like they are always being bothered and distracted. Having the support you can contact when a problem arises, even outside of your traditional working hours, means that you can often get issues dealt with and resolved outside of ‘company time’ – this keeps clients and partners happy for the long term.
Having a basic in-house IT system can feel like you are limited to what your team knows. By bringing in a third-party IT support platform, more complex issues can be resolved. Professional IT support programs are built around ensuring that you can take on more complex issues than you could with an in-house IT support network.
This allows you to quickly and easily resolve issues that might have taken weeks for your own time to fix. Your clientele and partners will appreciate quicker resolutions. They will also understand that you can find complex solutions to equally complex problems. At the same time, this will ensure that you can handle more issues and thus keep a smaller level of client loss across the year. Better IT support will more or less always result in higher client retention.
Many companies fail because they do not have the kind of robust technological support their clients expect. This is an easy way to resolve that problem: improving your reputation by having a sound IT support system can be very beneficial in the long term.
This often means you can fix problems quicker than your competition, keeping people happier. The more you can do to ensure that your company can stay on top of the key aspects of customer support – including resolving IT-specific issues – the better it will be in the long term.
Whether your company offers a service with an IT section that your customers can access or you are having problems with the IT side of your business, having a support team you can hire on-demand is very useful. This means that problems are solved by experts who know what they are doing, and issues can often be resolved in a timeframe and a timezone that is perfectly suited to your partners and clients.
In short, there are no reasons why hiring an IT support team can be negative. Unless your company has a dedicated support team of qualified experts, it is beneficial to bring in a third-party specialist. They can play a key role in keeping your business running as smoothly as it should.
Over time, this can ensure that your business never runs the risk of needless failure due to an IT issue. Your customers expect a smooth IT experience, and so do your staff; having third-party support is much easier to deliver.