4 Support Obstacles Relieved By Vendor Management

When tech support is done right, it can be a beautiful service. When tech support is done poorly, it will only add stress to an already frustrating problem. You know that we provide excellent tech support, but if you are seeking support for a technology that we don't cover, then you may think you'll run into obstacles.

Here are the four most frustrating obstacles that you will experience with poor tech support.

Long Hold Times
As a business owner, you are inherently busy. If you are required to spend any time dealing with broken technology, then you will likely be frustrated from the precious time wasted trying to diagnose the problem. SMART Services understands your perspective, which is why we provide quick response times with our service. However, a technology vendor who doesn't know you, may not feel this obligation to resolve your problem as urgently as we do. In fact, because this may be the first and only time that you call them, the vendor may feel perfectly fine leaving you on hold, for a long, long time. With vendor management from SMART Services, we will make the call on your behalf, freeing your resources up to spend more time worrying about your business.

Paperwork
Did you save your receipt? Do you know if the broken piece of equipment is under warranty? Many technology vendors will require answers to these paperwork questions before they will even begin to help you. We understand the frustration of broken technology, and we know that digging up a receipt is that last thing you want to do after spending an hour troubleshooting a broken printer. With our vendor support service, we keep all of your product information on file, and because we deal with these vendors regularly, we know what paperwork they will need and have it ready to go before the call.

Language Barrier
While outsourcing IT is a great idea, outsourcing customer service can be a little aggravating. If you were in your right mind, then you might have the patience to wade slowly through the language barrier while keeping your cool. However, before calling a vendor's customer service representative on the other side of the world, you may have exhausted your patience reserves on not snapping at your co-workers while trying to fix your smartphone. For times like this, we can spend time on the phone on your behalf and communicate to vendors with different accents while keeping our cool.

Dumb Questions
If you have invested time troubleshooting your technology problem, then the last thing you want to hear is some wiseguy on the phone asking you dumb questions. "Have you tried turning it on and off again?" "Is it plugged in?" "Are your using the correct login credentials?" The reason a vendor will ask these questions is because, many times, an oversight like this is the problem. These vendors don't have a relationship with you; therefore, they don't know how smart of a customer they are dealing with.

Calling tech support from vendors can be a frustrating experience. Don't let these four tech support obstacles ruin your day, have SMART Services deal with these vendors for you! Call us at 586 258-0650 to learn more.