If you’re responsible for your organization’s technical operations, i.e. making sure your phones, internet, network, applications are working, then you know exactly when an issue is out of your hands and requires technical support. And when you’ve reached the stage of actually contacting support, you need them to be responsive and effective. Unfortunately, the quality of service provided isn’t always up to snuff. And when it’s not, the cost of poor technical support can be far more damaging than the aggravating feeling of frustration.
It’s critical to remember that technical support is the safety net, and of equal importance as features, pricing, and scalability of any given piece of technology. Without it, even the most well-built systems can quickly become liabilities.
In other words: technical support matters. Poor technical support can carry significant costs, some more hidden than others. Let’s take a closer look!
Downtime and Lost Productivity
Imagine a business experiencing a critical network failure during peak hours or more commonly, slow or problematic application performance. A poor technical support team can be unresponsive, difficult to communicate with, or set you off on a never-ending journey of hold times, transfers to different departments to even find the right team that can help you. All of this may take hours—in extreme cases, days—to resolve the issue, leaving the business unable to operate.
The financial impact is clear. Not only can prolonged issues lead to a complete standstill, but the average cost of downtime is $5600 a minute1. What was supposed to be a tool for efficiency now becomes a costly problem. On the flip side, a conscientious support system provides white-glove service to help you resolve these issues quickly, ensuring your business stays operational, productive, and profitable.
Customer Trust and Reputation
Customer experience can literally make or break a business. A frustrated customer who can’t access your service or encounters frequent technical issues is more likely to leave a negative review, warn others on social media, or churn altogether. This can impact your revenue and damage valuable customer loyalty, leaving a lasting effect on your company’s reputation and success. And once customer trust is broken, it’s incredibly difficult to rebuild.
Being able to get help from great technical support ensures issues are resolved promptly, maintaining your customers’ trust and ongoing loyalty.
Employee Frustration and Morale
Employees are the backbone of any business. But if they constantly face tech issues that disrupt their workflow, morale and productivity will inevitably suffer. A poor support system doesn’t just frustrate employees, it can result in senior leadership becoming involved, putting additional pressure and stress on you and your IT staff.
Without swift, effective support, deadlines slip, productivity wanes, and frustration mounts across the organization. A responsive support team not only resolves these issues quickly but also alleviates the burden on IT personnel, enabling everyone to focus on driving the business forward without unnecessary technical roadblocks.
Missed Opportunities for Growth and Innovation
A slow, reactive support team doesn’t just solve problems—it often misses opportunities for proactive improvements that could benefit your business. Technology evolves constantly; having a support team that works with (and listens to) you can enable product and process improvements that minimize future problems and maximize opportunities for your staff to focus on strategic initiatives.
The Bigleaf Advantage
At Bigleaf Networks, we understand that quality technical support goes far beyond just fixing problems. Our support team is comprised of network specialists and engineers that proactively go the extra mile, helping you avoid potential issues before they affect your business. With 24/7 availability, and a genuine desire to help, our support staff works tirelessly to keep your business running smoothly.
We don’t play the blame game, and we don’t send people on wild goose chases with the excuse that it’s not our problem. Our solution is set up to provide overarching visibility across an entire business’s sites and circuits, as a whole or separately. This helps us have a neutral perspective and do what’s best for the customer.
We’re committed to fostering a fruitful partnership, helping our customers be successful with our solution. We’re not interested in speeding through calls to hit an arbitrary “time to resolve” metric. We are keenly aware that the time and energy expended adds up, which can be particularly significant for IT professionals that often have to be reactive, chasing a bunch of problems across a multitude of solutions and providers. We know the struggle and do our part to mitigate any unnecessary inconvenience, downtime, or frustration.
Our goal is to help customers troubleshoot and resolve connectivity issues; regardless of whether or not we’re the reason for the problem.
Have a look at our reviews on G2 to see what our customers have to say about Bigleaf!
1https://www.atlassian.com/incident-management/kpis/cost-of-downtime
