We no longer live in a business world of throwing things against the wall and seeing what sticks. Business dollars must be spent strategically with an assured ROI, and these informed decisions require more than a modicum of research into any potential service partners.
While it’s tempting to focus solely on features, pricing, or scalability, elements that are undoubtedly important, there’s one critical factor that often gets overlooked: technical support.
Behind every software solution or technology provider is a team whose mission is to ensure your success and facilitate the resolution of the inevitable issues that may pop up. And yet, many decision-makers fail to account for how a partner’s support team will impact their business operations—and ultimately influence long-term success.
Evaluating Technical Support During Decision-Making
Technical support varies widely from one provider to another. To ensure you’re making the right choice, consider these key factors during your evaluation:
Availability:
- Does the support team offer 24/7 assistance?
- Can you find answers to simple questions through a Self Help Center or Knowledge Base?
- If a problem isn’t resolved promptly, is there a clear way to escalate the issue?
- Are there service level agreements (SLAs) outlining response times for different issues?
Channels of Communication:
- Phone Support: Is there a direct number you can call, and are wait times reasonable?
- Email Support: Can you send detailed inquiries and receive timely responses?
- Live Chat: Is real-time assistance available for quick questions or immediate issues?
- Online Portal: Does the partner offer a centralized portal for ticket submission and tracking?
- Community Forums: Are there user-driven forums where customers can exchange tips and advice?
Expertise:
- Qualifications: Are support agents certified in relevant technologies or tools?
- Training: Do they receive regular training to stay up to date with new features or industry trends?
- Specialization: Are there specialized teams for different types of problems (e.g., network issues, system configurations)?
- Proven Success: Can the provider share case studies or testimonials highlighting their team’s effectiveness?
Never underestimate the value of customer review sites, such as G2 or even Reddit, where you can find real reviews from real customers to help you make an informed decision of whether a given company would be a good fit for your needs or not.
Proactive vs. Reactive Support
Technical support is more than a helpline for emergencies. High-quality support teams proactively identify potential problems before they escalate, saving businesses from unnecessary headaches. Whether it’s spotting a system misconfiguration or rolling out preemptive patches, proactive support minimizes risks and disruptions, allowing your team to stay focused on core objectives.
Business Continuity
Even a brief service or system outage can have far-reaching consequences. Technical support plays a pivotal role in ensuring continuity by resolving issues quickly and effectively. Their expertise can mean the difference between a minor hiccup and a full-scale operational crisis.
Customer Experience Champions
For many businesses, the technical support team becomes the face of their technology partner. It’s vital that there is no barrier to clear communication and understanding. When your team encounters a challenge, these are the people they’ll interact with—and their professionalism and empathy directly shape the customer experience. A well-trained support team can turn frustrating situations into moments of loyalty, cementing trust in your chosen partner.
It’s one thing to claim excellent support—it’s another to deliver it. A reliable technical support team reflects a partner’s broader commitment to your success. It’s a tangible sign that they care about your experience, not just about selling you a product. This level of dedication can transform a vendor relationship into a true partnership—one where your success is their priority.
Remember that technical support is not a luxury—it’s the safety net that ensures smooth operations, the bridge between frustration and satisfaction, and the hidden engine driving your success.
Before making your next business decision, take the time to evaluate the quality of support that comes with the solution. By prioritizing technical support, you’re not just choosing a product—you’re choosing peace of mind.
Bigleaf Technical Support
At Bigleaf Networks, we’ve built our reputation on a foundation of exceptional technical support. Our team doesn’t just fix problems; they proactively work to ensure our customers experience seamless connectivity and smooth operations. Whether it’s resolving issues in real time, optimizing our Cloud Access Network, or providing guidance during onboarding, our support team is there every step of the way.
What sets us apart is our holistic approach. We don’t view support as an afterthought but as an integral part of the customer journey. By combining cutting-edge technology with world-class human expertise, we help businesses achieve their goals with confidence and ease.
But don’t take our word for it, read our customer reviews on G2!
