end user support

The Role of IT Customer Service in Excellent End User Support

Horror stories and jokes detailing unsatisfactory phone calls to IT support lines is the unfortunate reality that many users encounter. An environment for your employees that does not welcome questions and concerns is something that no company wants. Far too often, though, the technology industry tends to dismiss callers’ inquiries as incompetence. While this might be true sometimes, not all users fit the bill of someone who simply does not know how to use computers, making this mindset counterproductive. In fact, there are many types of users out there, and by understanding who they are, an IT department can better serve all of them. Preparing and putting technology in place in addition to maintaining and upgrading equipment is only part of what it takes when it comes to the success of an IT team’s efforts. Read on as we delve into how different levels of customer service influence the quality of the end user support.

Why Customer Service is Important in IT

Having good rapport with users can actually work to enhance the job an IT department performs, and typically results in everyone getting the most out of the technology you have invested in. People are usually more willing to listen and learn when they feel you have listened to their problems and are happy to help. Moreover, the more users learn about the technology they use, the better they are able to troubleshoot and resolve problems on their own. After all, when things are working properly, clients are more satisfied, which reflects well on your IT department as a whole. Improving your customer service is a simple step that your IT team can take to improve the overall health of your company.

Implementing Better Service in IT

The mantra of “service with a smile” is a great place to start regarding how you can improve your IT department’s customer service. Questions and issues are inevitable, and users should be encouraged to contact IT for assistance. When they do, competent, friendly, and reassuring end user support should be provided – even when your IT staff is stretched thin and there are other tasks to be completed. The best scenario is to have a designated help desk technician who handles calls and requests for assistance. However, not all businesses can afford this, so everyone in your in-house IT department needs to possess and practice good customer service skills, as failure to maintain a good relationship with end users can hurt the IT department’s reputation and minimize users’ willingness to ask for help even when it is necessary.

Regardless of how savvy end users are or how well-maintained and up to date your software and hardware is, things can and will go wrong. There must be a protocol for these types of emergency situations. You should educate your employees about what constitutes an emergency. For example, not knowing how to bookmark a page would not be considered an emergency and does not warrant a call to the help desk, whereas an interruption to critical applications does. It is also important to clearly define what users can expect when contacting your IT department. This includes posting hours and days that your team is available for assistance – and actually being available to help when you say you will be.

How to Handle Different Types of End Users

There are several different types of users, ranging from those who are learning an entirely new program all the way to those who know what they are doing for the most part. Providing IT support that addresses all levels of end user support is something that can ensure all end users are receiving the help they need. To do this, IT companies must provide three methods to users for tackling IT issues: resources for self-help, the ability to request timely assistance, and access to immediate help.

If you are troubled by the idea of training your in-house IT team in customer service, don’t be. Instead, contact us at Contigo today. As a seasoned IT managed service provider, we aim to understand the needs of our clients and work hard to maintain a high level of customer service. Contigo offers each of your employees their own personal IT support in an easy-to-use format because we know that your time is valuable. Wasting several minutes each day attempting to remedy IT issues can add up in the long run, costing your business money and time. Some of our services include on-demand user support, desktop security, patching, smartphone/tablet management, new user provisioning, and more. Our local Austin based team is available via phone, email, and instant chat so that you can rest easy knowing that your employees are receiving the end user support they need in a prompt and friendly manner.

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