You’re smart. You’re resourceful. You can conquer problems without breaking a sweat. You’re a small business owner for crying out loud. But computer glitches and technical issues can knock the wind out of you. After all, you’re an entrepreneur type, not an IT expert.
When your business outgrows your or your employees’ technical knowledge, you have a few options. Keep limping along (inefficient and stifles growth). Hire an in-house IT tech support resource (expensive and usually overkill). Outsource to a Kansas City small business tech support firm (Affordable and highly effective, especially if it’s Invision).
By outsourcing to the right tech support firm, not only do you get to enjoy the full benefits of having the broadest range technical expertise at your disposal, but you also get it at a fraction of the cost of hiring IT staff.
Before you call in the IT cavalry, get familiar with how tech support works.
- When to call tech support
- How to talk to tech support
- What to expect
- What you should pay
- What benefits you receive
When Should You Call Tech Support?
There’s a lot that can be said for the old adages of “Have you tried unplugging it and plugging it back in?” and, “Have you tried turning it off and back on again?” Before calling tech support, it’s always a good idea to do a run through basic troubleshooting tasks.
- Turn your computer off and restart
- Internet troubleshooting
- Shut down all internet devices, modem and router
- Turn them back on the this order: modem, router, then devices
- Power off by unplugging or removing the battery and then restarting
- Check cables
- Google the error message
- Run anti-virus and anti-spyware programs
We know some of these are obvious, but reminders never hurt, especially if they get your system back up and running. Completed all of the basic troubleshooting steps and still having problems? Is your problem a more complex small business technical issue? Then it is time to call a professional.
Do You Speak Tech Support?
Perhaps the most challenging aspect of outsourcing tech support is explaining the problem in IT’s native language. While most technical issues can be fixed relatively fast, an IT issue can wind up taking hours on the phone or typing through a chat box if you and your tech support are speaking different languages.
The exact wording that you’ll use will differ. Here are some helpful tips to ensure you are providing the most important information:
- If there is an error message, then you’ll need to relay what the error message says exactly.
- If there is not an error message, then they’ll need to know exactly what your computer is doing. Saying, “It just isn’t working” isn’t going to help.
- When did the problem start?
- Was there anything else that happened at the same time the problems started? (Smoke coming from the back of the computer, virus warning, a blue screen of death, etc.)
- What have you tried already in order to troubleshoot the problem?
- Has the problem changed any since the first time it started? (Different error messages, computer starts shutting off, etc.)
Make sure that you will be able to properly convey as much information as possible about the technical problem you’re having to tech support before contacting them.
Consistently using one IT consulting firm allows tech support to get to know you, your business and your needs. Like any relationship, it becomes a matter of time before you can finish each other’s sentences and anticipate needs. Invision’s tech support not only fixes immediate problems, but also understands what you’ll need in the future to support your growth. This is a proactive approach that easily avoids many technical hiccups or disasters before they happen.
What Should You Expect from Tech Support?
Whether you are having trouble with your Wi-Fi or looking for more complex business solutions, reliable tech support is the foundation of many successful Kansas City and Overland Park small businesses. When choosing an tech support firm, and there are a few things that you should expect (and demand) from your support provider:
Tech support should speak your language, not computer codes. You’ll want people who translate what’s going on in a way you can understand so you can make informed business decisions.
Multilevel Technical Support Tiers
A good technical support service offers multiple levels of technical support specialists, so you’ll never be passed around like a bowl of mashed potatoes.
Intelligent Call Routing
To reduce call and wait times, a good technical support service offers intelligent call routing to connect you to the appropriate support tier for your needs.
With outsourced tech support services, it is essential that your IT needs are consistently monitored and tested for optimal performance. Professional, outsourced tech support specialists always ensure quality assurance.
Technical support knowledge is always evolving. With the best tech support possible, you should look for tech support specialists who are always training on the latest, up-to-date information.
Your tech support services should not only be able to fix your tech problems, but also recommend new and innovative solutions that meet your needs.
What Should You Pay for Tech Support?
Why spend money every month for a service that you might or might not use? That’s what phone companies do and no one likes it. Don’t accept that from a Kansas City tech support firm. The only one winning that game is the provider who gets paid whether the service is used or not.
Paying a monthly fee for IT services has grown in popularity thanks to marketing campaigns that sell bundled, pre-paid products and services of which most business owners will never take advantage.
Tech support is a business expense. But would you rather invest in a service that actually provides a service, or flat rate IT services that you might never need? Go with the service.
Four Unexpected, but Welcome Benefits
While there are numerous benefits to outsourced tech support, there are six unexpected ones:
Outsourcing your tech support allows you to manage your budget effectively, and pay only for what you need, when you need it. This saves you the time and resources of training and employing IT personnel, and allows you to allocate your company’s funds where you need them most.
2. Risk Control
Outsourcing your technical support eliminates inconsistencies and reduces risks. You gain a certain level of continuity by transferring responsibilities to an outsourced vendor. For example, your business won’t suffer from unnecessary staff turnover, which would require you to urgently hire and train new staff, and suffer other hidden consequences.
3. Refocusing on Your Core
Without having to worry about your technical support, you can focus your attention where it needs to be most – the growth of your company.
4. Leveling the Field
Outsourcing your technical support can level the playing field against big businesses. Any small business in Kansas City can now have access to the same technology solutions as any big enterprise, as well as all the perks and expertise that larger organizations enjoy. Plus, it’s scaled to your needs and budget.
If you would like to find out how outsourced tech support services could offer unique benefits for your business, contact Invision, Kansas City’s trusted tech support firm.