When reporting a tech issue, the better the communication, the more effective the problem-solving. We want to provide you with what IT professionals look for when addressing a new request so that you can effectively report your future technology issues or questions.
Here's what your engineer will want to know:
WHAT STOPPED WORKING?
This may seem like an obvious question, but it's always important to ensure the engineer knows exactly what isn't working that should be. This helps maintain a strong focus on the request at hand so that the issue can be solved efficiently. An engineer will want to know exactly what went wrong or what isn't working from your perspective. Knowing exactly what stopped working and when the issue started will help an IT team determine the overall end goal when troubleshooting. So, if something stops working, pay attention to the why and the when.
WHAT'S THE OVERALL IMPACT?
Another important detail to relay is whether or not the issue is impacting just your device or multiple users within your organization. Not only does this let your engineer know the impact, but also whether or not it's a user specific issue vs. a larger one. Knowing the overall impact will help streamline the problem-solving process.
Your engineer might ask something along the lines of, "When was the last time this worked correctly?" This will determine whether or not this is a recurring issue, which will help lead to the root cause more quickly. Finding the answer to that question will help determine whether or not the problem was caused by an internal process changing, a user getting a new device, and much more.
DOES THIS PREVENT YOU FROM WORKING TODAY?
Defining whether or not the ticket request is something that prevents a user from working helps to determine the urgency of the issue. Depending on the urgency, your engineer might want to connect into your computer right away so that you can show them the issue. Having a user directly show an engineer what led to the issue/what the issue looks like is one of the most important parts of troubleshooting and effectively reporting a tech issue. If for some reason that is not an option, taking screenshots and writing down error codes is always helpful as well.
Effectively reporting a tech issue to an IT engineer can potentially save hours of time when trying to troubleshoot a request. Pay attention to the issue at hand, have a willingness to answer questions, and help your IT team determine the urgency of the situation. Most of the time, clear communication will lead to a simple and straightforward ticket request process.
Having an understanding of the basic functions of your network will be helpful when reporting a future tech issue. Click below to download the Five Nines Power Hour: Building An Optimal Network, a webinar that will teach you all about network basics, network design (the good and the bad), as well as troubleshooting and monitoring.
An IT environment without a clear direction can easily get lost in the constant twists and turns of tech traffic that is constantly evolving and adapting. When it comes to business technology, feeling lost and behind can quickly turn into a loss of productivity, something many businesses can't afford to lose. Avoid getting lost on the tech map and be sure to watch for the warning signs that will tell you when it's time your organization gets an IT assessment.
Here's what to look for:
LACK OF EFFICIENCY
Does it sometimes feel as though your IT issues are running your business more than anything else? When IT issues run your business, you may notice that your processes begin to lack, leading to inefficiencies when trying to complete a task or a project. Often, these inefficiencies derive from your organization's IT structure not being well rounded enough to efficiently support all of the technical aspects needed to run a business. Not only does this impact efficiency, but security as well. If you are having any rising doubt about your organization's IT security, it might be time to take a deeper look at it. According to Cybint Solutions, 43% of cyber-attacks target small businesses first.
Technology efficiency can be achieved if it is conducted the right way. Make sure your IT efficiency is up to par with the speed of your organization.
Are your payments constantly going over the projected IT budget for the quarter, or even the year? Not sure when to invest in what types of technology to continue to progress your IT infrastructure? As unforeseen IT issues arise, money is spent in areas that weren't previously budgeted for. A lot of times, these issues come about because of a lack of preparation and resources. When organizations have to spend extra money to solve tech issues, other IT questions, updates, and unfinished projects get put on the back burner because there is no room in the remaining IT budget to fix, update, or replace them.
IT budgeting should only be one piece of your technical wheel, and it shouldn't be something that holds your organization back from improving an IT infrastructure. According to Customer Think, 59% of businesses end up hiring a managed IT services organization because it's a cost cutting tool. If you feel as though you don't know where a majority of your IT budget is going, it may be time to consider assessing your IT environment.
Can you think of a time where a technical support question simply went unanswered? If you and your team must resort to simply "dealing" with a tech problem because you've found that requesting support is too frustrating, the level of your IT support may need to be reevaluated. Your IT infrastructure must have the ability to operate the technology needed to power your organization. There should be enough knowledge and resources available dedicated to providing staff support, consistently analyzing the success of the environment, and implementing IT projects when necessary. The value of your IT shouldn't be a question.
Don't get lost in the twists and turns of the everchanging tech world. Become a presence on the tech map, and make sure your technology supports your organization in the most efficient way possible.
Did one or more of these sections cause you to think twice? Take our free IT assessment quiz to test the strength of your organization's IT environment. Want to skip straight to the proactive approach? Click below to schedule a free IT assessment with the Five Nines team, no strings attached.
We've seen the statistics, we've heard the horror stories, and we understand. The reality behind how often customer experiences go wrong or problems go unsolved is alarming, and it's time that pattern is broken within the IT industry.
The efficiency of your workplace technology is an extremely important part of your day-to-day operations, which is why customer service experiences should be the least of your worries. Organizations should be happy with their technological setup, and shouldn't feel overwhelmed when addressing a tech issue that must be fixed. It's a sad truth, but when it comes to technology, the troubleshooting of problems is almost inevitable, which is why IT customer service experiences should be more of a relief than anything else.
AN ALARMING PATTERN
A study conducted by Bain & Co. states that while 80% of companies claim they deliver superior customer service, only 8% of people surveyed about these companies agree with that claim. There is an alarming pattern taking place as many individuals or organizations end up switching from company to company because they are constantly let down by poor customer service initiatives. This can cause more problems for those organizations long-term, as they are constantly having to adapt to new points of contact which reduces overall consistency.
Who would blame them, however, when according to statistics provided by New Voice Media, 49% of organizations switch companies because they feel unappreciated, 37% switch due to a rude or unhelpful staff, and 30% become discouraged after being passed around to multiple agents for one issue. These insights are concerning, and must be addressed.
Internal IT. Within our industry, we have observed that bad customer service can also derive internally where standards of customer service and technical resources aren't necessarily addressed. This can create tension within organizations, and cause a pattern of avoidance, employees simply "dealing" with their day-to-day technical issues because they don't want to bother their internal staff member with additional questions. Avoidance of technical problems can be detrimental, however, as these issues typically go unresolved until they erupt.
This past year Five Nines has gone a step further to embody one of its' fundamentals, "We Care" by implementing an internal Customer Service Committee to keep Five Nines' clients top of mind. According to a study put together by Glance, 91% of customers who have had a bad customer experience won't be willing to do business with that company again. That is an alarming fact, which is why Five Nines has taken client retention very seriously. Currently, Five Nines has achieved a 98% client retention rating, a statistic our team is very humbled by, but our work on improving the Five Nines' customer experience will never truly be over. Five Nines is consistently trying to streamline its' unique service model to ensure clients are getting their issues solved in the most efficient way possible.
the IMPORTANCE OF CUSTOMER SERVICE in it
The success of the customer-to-organization interaction in the IT industry is directly correlated to client success. If the interactions between customers and IT professionals are not productive, the client could potentially lose productivity and time as their technology supports all of their day-to-day tasks. This increases the importance of quality customer service within the field of IT, because IT clients have a lot to lose when it comes to uptime, IT security, technological advancements, and much more.
Five Nines understands that customer satisfaction is not about gimmicks or sales pitches, it's about providing organizations with the peace of mind knowing their technology is being taken care of, and that there isn't a technological problem that should go unresolved. After every closed ticket, Five Nines asks clients to provide ratings based on the experiences they had which helps us address areas of improvement as quickly as we can.
You deserve peace of mind. Don't settle for less.
Five Nines currently holds a 98% Happiness Factor to date, and we are driven by our Gold Star ratings. For more information on the details of our unique service model, click below for a fast and free downloadable PDF that will help to educate yourself and your team about what we do.