Tech Tangles: The Endless IT Ticket.
Have you ever struggled to get in contact with your current IT partner?
You need help with your IT issue when you have it, not hours later….
Scenario 1: James had an issue with printing an important document for his meeting at 3pm.Desperate for help, he reached out to his IT service provider, hoping for a swift resolution. However, his hopes for a rapid solution were shattered as the technician logged a service ticket, promised a call back, and left James waiting for hours. James finally received a call back from the technician at 3pm when James was in his meeting, James tried to reconnect with his provider once his meeting had concluded this then became a frustrating game of telephone tag. The urgency of the document became large, and the issue remained unresolved, leaving James frustrated.
Scenario 2: Alex opted for a more composed approach this time. He decided to write an email to his IT service provider, outlining his problems urgency and importance. He patiently waited for a prompt solution; Alex received an email back from a technician brimming with promises of help. He soon discovered that these words were nothing more than empty assurances. An engineer eventually calls him back, catching him off guard during a call at the most inconvenient time. To add insult to injury, they’re just asking for more information about the situation before they even begin to help you.
So, why does this approach fail you and your business?
Endless back-and-forth: Trying to find the time when you match up with the engineer after the event can be very hit-and-miss, causing increased time to resolve your issues.
But this is where “Tech Tangles: The Endless IT Ticket” comes into play, with the correct client partnership approach to put YOU in the driving seat.
Introducing The Endless IT Ticket services:
Instant Response: Technical person on hand when you need it to provide on average a 75% resolution to your issue while you are on the phone live.
Direct Access to a Technician: Direct contact allows customers to quickly address their concerns and receive immediate help. IT problems can sometimes bring business operations to a halt, and having a direct line to support ensures that issues are tackled promptly.
Personalized Assistance: Speaking directly to a support representative who knows your environment throughout gives a quick understanding and resolution to your issue.
Clarification and Understanding: Customers can seek clarifications and gain a better understanding of technical matters. This direct interaction helps bridge knowledge gaps and empowers customers to make informed decisions for their business needs.
Now, let’s reconstruct our two scenarios:
Scenario 1: You call your current IT provider, hoping for a quick resolution to an urgent basic issue like printing an urgent document. The technician takes your call, logs your issue and takes remote control of your machine to review the issue. The technician resolves the issue within 5 minutes and your document is waiting for you on the printer. You then receive an email update with the details outlined and a ticket reference to utilise if the problem re-occurs for.
Scenario 2: You decide to take a different approach and call their main number to outline your issue and how important this is to you to an admin person, but this person directs you live to the service desk and a technician. The technician takes your call, logs your issue and takes remote control of your machine to review the issue. The technician resolves the issue within 5 minutes and your document is waiting for you on the printer. You then receive an email update with the details outlined and a ticket reference to utilise if the problem re-occurs for.
Switch easily to Focus Technology
At Focus Technology, we prioritize YOU. Say goodbye to wasted time, delays, and the frustration of unreliable IT support. We’re your number 1, placing your needs at the forefront of our services. With us, you’ll receive the support you need precisely when you need it.
Let’s proactively leave behind the nightmares of traditional IT support and embark on a mature partnership that fuels your business success through a seamless IT experience. Together, we’re crafting a partnership that helps everyone involved.
Ready to make the switch to Focus Technology? Take the next steps to elevate your IT support by clicking here
By Kasey Cadman.