WHY IT’S VITAL TO HAVE A SUPPORT PROVIDER THAT ACTUALLY PICKS UP THE PHONE!
Few things are more frustrating than needing immediate computer support, only to have to go through an annoying automated system and leave a message.
When a business is having a technology issue, it can often mean an employee, or the entire office, is at a standstill until that issue is fixed. This can lead to costly consequences if it impacts your customer support or lack of immediate help results in a malware infection.
Did you know that Unbound Digital is the only IT provider in the Johnson City, TN area that you can call, press 1, and get a real live person on the phone to help right away?
We also have an all inhouse help desk. This means you’re not going to call in and get someone that doesn’t know you. Instead, you’ll most likely already be on a first name basis with the person that answers your call.
Why is it vital to have fast customer support when you have an issue? Here are several reasons.
SLOW SUPPORT CAN MEAN A COSTLY SECURITY INCIDENT
Say you have an employee call for IT support due to a strange popup showing on their screen and they have to leave a message and wait for a call back. By the time that callback comes, it could be too late, and their device and your entire network could be infected by ransomware.
62% of ransomware attacks hit small and medium-sized businesses.
When it comes to ransomware and other forms or malware, which are designed to spread quickly throughout a network, time is of the essence. The faster an IT pro can identify the issue and take action the less damage is done to your IT infrastructure.
LACK OF PRODUCTIVITY IMPACTS YOUR BOTTOM LINE
If your server is down, impacting your entire office, this means that you have several employees at a standstill or severely hampered in their work until IT help arrives on the scene.
Calling and not being able to talk to a live person means your fix is delayed and your productivity costs go up.
If you have an office of 20 employees with an average hourly rate of $20 that can only work at 1/2 capacity due to an IT outage, that’s a loss of about $200 per hour in staff productivity while you’re waiting on a non-responsive IT person.
Getting an immediate response, saves you money and gets your team back to full productivity sooner.
YOU CAN LOSE BUSINESS WHILE WAITING
If you have a major technology problem that impacts your ability to serve customers or take orders, your business is effectively closed until you get the help you need.
As the minutes tick by without a callback, the lost sales and revenue quickly add up. It’s a helpless feeling when you can’t get someone on the phone for IT support right when you need it.
That’s why we always answer our support line immediately. We know that any call that comes in can be urgent to a client’s business wellbeing.
TIME CAN BE WASTED EXPLAINING YOUR ISSUE
72% of consumers get frustrated having to explain their problem to multiple people. This is especially true when you have an IT problem that you’re following up with and the person you speak with doesn’t even know the history of your account.
Some IT providers use outsourced help desks, which means anytime you call, you can get someone that doesn’t know your company or the problem you just called in about yesterday. This leads to poor support and delays in getting your issue fixed.
When you call our support desk at Unbound Digital, you’ll be calling us, not an outsourced company. We’ll know you, your account, and what you just called in about last week.
YOU MIGHT MISS A CLIENT DEADLINE
Offices run on technology and when it goes down, it can mean you miss an important deadline delivering product to one of your clients.
If you don’t get the help you need right away and have to wait on a support call back hours later, it can hurt your own customer relationships and cause them to lose trust in your ability to deliver.
You want to work with a provider that’s going to be responsive to your calls and understand the importance of technology in keeping your business running effectively. This not only ensures a timely response to your needs, but also helps you build trust as a reliable business partner in the eyes of your customers.
WORK WITH AN IT PROVIDER THAT’S ALWAYS THERE WHEN YOU NEED THEM
Are you suffering with support that’s not always there when you need it? Find out what fast, responsive support looks like by working with Unbound Digital.
Contact us today to schedule a consultation. Call 423-335-2461 or reach us online.