We understand that you’ve had negative experiences, if not painful experiences, with your IT support. It doesn’t have to be this way. In fact, you can get great IT support and feel like your problems are being resolved in a respectful way. I’m going to talk to you about what you can expect when working with smadatek or what you can look for and avoid when choosing an IT team.
Hey, it’s Ben Ellsworth, director of customer acquisition at smadatek. What does good IT support look like to you? The existing IT support business model is completely outdated, it’s old, it doesn’t work, it’s very ineffective especially with today’s interconnected technology.
When is the last time that you’ve called a company for support, whether it was banking, whether it was a purchase that you made online, you know whatever, whatever it is. When was last time that you actually felt like you were well taken care of?
Well, unfortunately, the existing IT world is notorious for terrible customer service. So, one of the things that we’ve done is create a culture that is based on customer service, that is based on relationships, and we actually have some guarantees. Before I get into those, let’s discuss some of the existing issues with the IT world right now.
First of all, if you have to call into the support team you’re typically accessing a phone tree and having to go through a virtual receptionist to try to find out who you need to talk to. A lot of times when you call in, you get placed on hold for minutes and minutes, and if not hours, you know, and then sometimes you’re actually put in in place in line and you have to wait for somebody to call you back. But, if your computer is down, or if your server is down, or your network is down, how is that helpful? How does that get business back up and running quickly? It doesn’t.
A lot of times, there is a one to two day delay in getting anybody to respond even to an email. How frustrating is that? Sometimes, when you go to the IT company’s website, you can interact with chat bots or other forms of artificial intelligence…and does that really solve your problems? A lot of times, if you’ve got a broken computer or your server is down and it has to be off site for a while, sometimes you’re waiting up to two weeks to even get your hardware back. That can be extremely frustrating and can definitely impact your workflow. Additionally, if you have to have some IT tech come on site, a lot of times you’re waiting, sometimes for days, for somebody to even show up, and that’s not beneficial for any business.
So, at smadatek, as I said, we have worked really hard to create a culture, a company culture, that focuses on relationships and customer service. I know a lot of companies say, “oh, it’s our customer service that sets us apart”, but, in reality, that’s what what sets us apart. So, we have some guarantees, as I said earlier, that when you work with smadatek, you are given.
The first one is that when you call into the help desk within three rings you’re going to talk to a live person, not a virtual receptionist, not a phone tree that you got to navigate through, an actual live person. So, you get a quick response and that contact that you you make with that first phone call, the the human being on the other end is actually seeking to resolve the issue of the very first time. So you don’t have to wait for somebody to call you back, you don’t have to give your information to someone and and expect another phone call. It’s that very initial conversation that you have someone’s going to be seeking to resolve the issue.
Additionally, if you call in or email, you have direct access to a level 2 technician, right, somebody who is available to help you with your computer, your server, your network, whatever the issue is. If you happen to email into the help desk, you’re guaranteed a response from a live person within 30 minutes. 30 minutes! That’s a lot better than hours, or days, or even weeks.
If you do have computer repairs, if you have hardware issues that need to be repaired, we repair your computer within 24 hours. We have a very awesome process, that makes it easy to swap out hardware, so that your day is interrupted a lot less frequently than than the normal IT standard.
Additionally, we have a tech concierge who can be at your location, on site, the very same day. Whether it’s you know plugging in cables, helping with passwords, replacing hardware, whatever the case is, that same day you have somebody on site.
One of the things I’d like to ask you is…What does good customer service look like to you? That’s one of the most important things to look for when choosing an IT company. So, what is it that sets one IT company apart from another. Do they really deliver on the customer service? That’s something you really need to take into consideration.
So, if you’re tired of the traditional IT support model, if it doesn’t support you, if it doesn’t meet your needs, if it’s a source of frustration for you, maybe you need to look at a better IT solution. Maybe you need to look for a better it experience. If that’s the case, give us a call at smadatek. 208-906-8318