Top 6 Tips To Handle Every IT Support Challenge With Ease

IT support is an essential service from any IT solutions company. It brings humanity among all IT services. This is the service where clients engage with people representing the brand, the IT services, and the IT solutions company itself. Thus, how an IT support team handles challenges reflects the capacity of the IT solutions company to deliver quality IT services as a whole.

The role of IT support in an IT solutions company made it one of the points of evaluation for quality IT services. That is why training an IT support team in handling customer complaints properly is a necessity to ensure quality IT services. There is only one thing that an IT support team must establish to make every customer encounter convenient for both parties: establish a process for better IT solutions.

Establishing a Process Will Improve IT Services

For IT Support

Establishing a process for IT support will keep things organized. This will help your IT support team to organize proper responses depending on cases. This can also provide a filtering system that sorts out cases depending on IT services concerned. This way, the IT support team can assign the experts of certain IT services to address queries with the best advice.

This can also help the IT support team track all the concerns, when they came in, what could be done, and how much time they need to resolve them. This can also help determine what IT services your team can offer to improve the experience in using the company’s IT solutions.

For Customers

On the other hand, an established process for your IT support team will help customers keep track of their concerns. How does this help your IT solutions company in delivering better IT services? When customers wait for advice, waiting time feels endless. Whenever IT support says they need a couple of minutes to check on an issue, that could feel like a hundred more minutes. Thus, establishing a process for your IT services, that updates customers regarding every phase of the consultation, will help create the impression that their concerns are getting some progress. This will help them gauge the time before their issues are resolved.

Here are some tips that can help your IT support team in delivering better IT services:

1. Identification and evaluation of the problem

Noting customers’ issues is not as easy as taking orders. Customers are giving concerns that affect their system, their network, and worse, their business. So, it is important that your IT solutions company takes their issues seriously. Identify their concerns right away by asking what their issue is. Since clients could be frustrated and emotional when they call, focus on their input that could lead to your diagnosis of the problem.

2. See the issue from your customer’s technical level

Clients are calling IT support because they need your technical expertise. Understand the situation based on their level of understanding. What could be extremely frustrating on their part could be easy for you to solve. Thus, speak to your customers using words that their technical level would understand. Try to explain the issue in layman’s terms to establish clear communication.

3. Take note of previous support tickets

Previous support tickets will help you understand where your customer is coming from. They could have called numerous times for the same issue. That would explain if you get an irate customer to deal with. Also, previous problems in the system may give your IT solutions company the idea of what could have possibly gone wrong. Are they the same issues as before? Could the previous solution lead to a new problem? Previous support tickets will help you determine the real problem, and solve it. Notes will help your IT solutions company provide a better perspective on your clients’ concerns.

4. Take detailed and useful ticket notes

We have already mentioned how important ticket notes are. So, write ticket notes in detail to help other members of your team in troubleshooting when the client needs assistance once again. Write the important details as clear and as concise as possible. Useful tickets with the solution could be the only thing your customers need when they contact your IT solutions company next time. That will save you all the time and effort in resolving an issue in IT services.

5. Provide clear solutions

Since clients are not experts in IT solutions, always provide advice that is easy to understand in the technical level of the customer. Prepare a step-by-step procedure to help them follow instructions easily. Do not use jargon that could be understood by IT professionals within your IT solutions company. Keep the terms within the non-tech level of understanding. This will help your customers understand the problem and remember its solution. That would be one less IT support call in the future. 

6. Be prepared to escalate

Some technical issues are beyond your expertise. Stay honest with your client, and explain the gravity of their issue that could be beyond your scope of expertise. They will appreciate that your IT solutions company has identified their concern, and you can direct them to someone who can provide IT services that can solve the issue. That is a lot better than trying to pretend that you know, yet you keep on frustrating your client because of failed attempts to solve the issue. Escalating concerns is not to pass your IT services task to another member of the IT support team. Rather, it is to maintain the integrity of the IT solutions company and the quality IT services it provides. 

Experience these IT support tips in action with best IT companies. They ensure a customer-friendly IT support team with the IT services expertise that your business needs.