6 Tips to Tweak IT Support and Earn Plus Points from Clients

Ensure that a stellar team sits on your IT support hotline and the callers are maximally satisfied. At a time when organizations are more dependent on the digital workplace than ever, IT support is essential for the smooth running of business processes as well as good customer relationships. We have 6 practical tips to help you fine-tune IT support to perfection.

Communication is the cornerstone of successful IT support

At a time when most companies are in the process digital transformation (some of them have already done it successfully — congratulations) a consistent approach to the digital workplace by necessity. In order for everything to run like butter at your place, make sure effective IT support. It is important both to ensure a good experience for your employees, a positive client experience, and to meet the key performance indicators of your business.

Whether you are supporting colleagues in the “business” divisions or providing IT Support to your customers as an IT supplier, We have six recommendations for you to be more successful and effective.

1. Effective communication is about both trouble prevention and regularity

Everyone expects and demands a different level of information from technical support. It is sometimes difficult for IT support to balance the fact that the customer or other interviewer gets enough information to help them, but at the same time they are not overwhelmed. Effective communication keeps users informed and working teams productive.

Important is not only the method of solving the problem, but also the prevention of difficulties. Information campaigns throughout the year strengthen the correct procedures to be followed so IT support staff can tackle more important tasks.

Tip from Blue Dynamic: We have succeeded in setting up our projects regular contact between the project manager and the customerin which they jointly discuss current requirements every month and determine the next direction for IT support. An indispensable part of this is getting feedback.

2. Every contact with the customer is important

Every contact counts. Do not underestimate any form of communication with the customer. Each interaction can give you plus points or deprive you of them. Every member of the IT support team should know the rules for email and telephone communication, which should be ideally set up and defined in the communication manual.

Tip from Blue Dynamic: Don't just focus on emails and phone calls. Your IT support needs to understand that communication takes place on all fronts and works the same everywhere. If you do not set clear rules, it can easily happen that the customer who is trying to make a call will receive an SMS in the wording: “I can't, I'll call you later. “ This is wrong. If such a situation occurs, the IT support worker should write rather: “Hi, I'm in a meeting at the moment, I'll get back to you after it's over. Thank you, Lucie,” or something else that complies with the rules in your communication manual.

3. Quality IT support is always ahead

It's working transfer of information and knowledge is one of the most important conditions for the successful provision of IT support. Not only is this the transfer and preservation of information, but also Strengthens the cooperation of the team as a whole, which is invaluable, for example, in revealing the cause of the problem that has arisen.

Tip from Blue Dynamic: In addition to regular team meetings and email communication, we recommend using tools such as SharePointthat are available to all team members from anywhere and without the need for special applications or tools.

4. Does your team understand what you want them to do?

Most managers know what they want from their people. Most often, the problem lies in the transmission of this information. Either the manager does not have the soft skills to convey the message effectively and clearly, or he does not have the time capacity to do so, or assumes that his subordinates should know this themselves.

Tip from Blue Dynamic: Don't assume, verify. When setting (any) goals, it is always necessary to make sure they have been understood by all parties, that is, everyone knows what the team is working towards together, what the goals are, how they will be measured, and what specifically the team members are responsible for.

And how do you confirm that you are all on the same wave? A question like “Do you understand? “leave aside. Not very appropriate, because people tend to nod even if they don't understand. Ask yourself, “What are you going to do first? “Ask questions to which it is not enough just to nod.

5. Knowledge must not only be acquired, but also tested in practice

The world of IT is changing at such a speed that a company that does not allow its employees to access new information is balancing on a thin edge. Give employees regular visits to training sessions, conferences, workshops or webinars.

Tip from Blue Dynamic: Let your employees choose training that interests them. They will enjoy it all the more and will spread the information among the rest of the team.

6. Feedback on IT support always comes first

It is understandable that positive feedback from the customer can make you happy and motivate to further work. As well as positive references, it is important to you negative feedback.

Welcome her with open arms. I really do. Negative feedback tells you that the customer wants to do something about the current situation — change it. It means that he does not let his dissatisfaction grow quietly, so that one day he will leave you without a word.

Tip from Blue Dynamic: Treat negative feedback as a source of valuable recommendations and always respond to it in an adequate time. The sooner you respond, the less likely a bad experience will take root in your customer. And what definitely not to do? Don't let anything slip...

First of all, focus on the customer's person and their experience

IT support is a very important building block of your relationship with the customer. When a customer calls tech support, it's a sign that “something went wrong.” This may be due to an error on the part of the user, the fault of your company, or the result of chance. But that goes aside now — At the moment, the main thing is to deal with customer dissatisfaction.. Since a positive customer experience is the key to the success of any business venture, it is important that IT support is always able to provide the necessary assistance so that the caller leaves the interaction feeling that you value them.

Operating IT requires expertise and experience in many areas, which can be costly when recruiting and paying employees, or it is difficult to find the necessary experts at all. At Blue Dynamic we offer you the ability to reduce your IT costs while getting first-class servicewhich are backed by our tuned Blue Support. IT Support 24x7 It is one of the core elements of our service portfolio. Its purpose is to ensure High availability, fast application response, continuous and trouble-free operation of the customer's business and the productivity of its users.Want to know more? Contact our specialists on the line +420 226 201 970 and ask about anything that interests you.