Things you can do to get your IT guy to work more effectively with you
Requesting technical support doesn’t have to be a painful process. There are things you can do to ensure you get faster, more accurate responses from your IT service provider. And even though we here at Fluid pride ourselves on great customer service and painless small-business IT support, the following tips help us help you faster, too.
Tips to Help Us Help You
1. Describe the issue or problem in excruciating detail.
Put on your creative writing hat when you submit a support request. Get as descriptive as you can, right out of the gate. Describe in detail the hardware or software you’re struggling with. Even if you don’t know the terminology, IT support technicians are trained to translate statements like “the blue thingamajig on my Epson M2530 printer.” Just give us as much detail as you can.
2. Detail everything you did leading up to the issue, including anything you’ve tried in effort to resolve it.
In your initial support request, walk us through, step-by-step, what you were doing before you encountered the problem. Then detail all the things you did to try to fix it (including throwing it at the wall). This eliminates the need for us to walk you through actions you’ve already tried.
No doubt you’ve had frustrating experiences with support technicians, where it was obvious they were following a script. We hate that as much as you do, so we can honestly tell you that a good support technician will take note of what you’ve already done and not waste your time repeating those actions unless absolutely necessary. This is one of our Fluid promises: we won’t waste your time.
3. Provide a good contact number in your submission.
This seems like common sense, but you’d be surprised how many times we’ve received support requests that include an indirect phone number – or no phone number at all. If we can’t reach you quickly, we may not be able to solve your problem quickly.
4. In relation to number 3, be available to work with your support technician should they need to troubleshoot over the phone following your support request submission.
If your technician needs further information, or believes it will be faster to walk you through support steps over the phone, stay available as much as you can. “Phone tag” will extend the time it takes to get your problem solved.
5. If you are unsure of why something is being done, or you want to learn the process or procedure, don’t be afraid to ask questions.
Sometimes you just want to understand why your technician is doing things a certain way. Maybe it will help you in the future if you encounter the same problem again. We get it. This is completely reasonable! A good IT service provider will happily answer your questions.
6. State it clearly in your support request if the issue is urgent or an emergency.
If you are working with Fluid, you can be assured that urgent requests are quickly moved up to the top of the priority list. If you’re not a Fluid customer yet, make sure your current provider has the same policy.
That said, submitting a support request ticket and then calling in actually increases the response time. This is especially true if you happen to reach a different support technician on the phone than the one who is already handling your electronically-submitted request. Give your technician time to read your request, prioritize it properly and respond to you.
7. Most importantly, please remember that your support technician is on your side.
We know that IT issues are extremely frustrating. At Fluid, we want your experience to be as pleasant and seamless as possible – and we hope whoever you use feels the same way. But even if you deal with one of those annoying, script-following technicians that other companies sometimes have, remember that their sole purpose is to solve your problem.
Of course, the only way we can guarantee that you’ll have a great IT support experience is if you’re a Fluid IT Services customer. So if you’re ready to work with a team of IT professionals who value customer satisfaction above all else, give us a call at 214-245-4117 or email us at firstname.lastname@example.org.