“I’m excited to contact customer support today” — said no one ever! The reality is that people contact support because they’re having problems. But that doesn’t mean a surprisingly enjoyable experience can’t be had. Companies such as Apple, Amazon and Zappos have built their reputations around creating uniquely memorable customer interactions.
If your role involves providing IT support experience for your company, you can do exactly the same because your goal is the same: To make your customers’ lives easier. In this case, your customers are your co-workers and for better or worse, they’ve become dependent on various technologies to get their work done. Everything from job-specific software to email clients can potentially make or break an employee’s productivity — decreasing profit margins in domino-effect.
While most businesses strive to orchestrate effective internal support experiences, very few go for outstanding experiences. Let’s review the most common pitfalls, before introducing a technique that can boost your support experience to legendary status.
Know more: IT technician skills
WHY MANY COMPANIES MISS THE MARK
1. Under-resourced IT teams
While it may be tempting for a company to invest the bare minimum (in terms of time, finances and energy) into IT support experience, forward-thinking companies invest more because they understand the value the department provides the whole. If you find yourself dealing with an under-resourced department, consider making a case to upper-management. Numerous studies, like this one from Purdue University, have found a direct link between employee satisfaction and company profits — even if the employees have no direct contact with customers. Can you think of any department better equipped to reduce stress-induced headaches than IT support?!