Companies have had to cut back on expenses to survive these difficult economic times. But when you cut back on technical support, you put your organization at risk in more ways than one; money saved today can mean catastrophic expenses tomorrow.
To illustrate the point, we offer real-world examples of what could happen if you go bargain shopping for support.
The reputation that took you years to build and the one you worked so hard to protect is tainted or destroyed because you couldn’t connect with an actual person on the phone to solve your downtime issue. The tech guy finally calls you back five hours later (hey, at least it was the same day) but up until then, your online shopping cart was down…not only did you get hundreds of irate customer calls within that time frame, customers couldn’t make a purchase. You lost millions. Your customers were so frustrated, they went somewhere else. Some of them even posted their experience on Facebook.
Good luck getting that business back again.
Say you have a problem with your backups. For some reason, all the data isn’t being backed up and you don’t know why. You call tech support. They don’t know either because they only have experience with Windows. Unfortunately, your tech environment is running more than just Windows…you also have Macs, UNIX machines, and Linux. Your tech support can’t fix the problem because they don’t understand how each component works together as a blended solution…a very expensive blended solution. Again, they only do Windows.
In the meantime, your corporate lawyers are searching for docs that will serve as evidence for a litigation case against the company. Well, they can’t find them because they were never backed up. Not only does the company lose the lawsuit, but they are fined $100,000 for violating compliance regulations because they could not disclose the needed information. Oops. But they just found out that their backups weren’t working. Doesn’t matter…ignorance is not admissible in court.
What if you relied heavily on your ecommerce site – this was your money-making baby. Ugh oh, it just went down…don’t know why. We need technical support and fast. Unfortunately, all you can do is leave a message because your tech guy happens to be out to lunch. Considering you get over 250,000 site visits an hour…60% are purchases. Ouch. That was one expensive lunch!
Not being able to access your services when they need it most, whether it be via website, ATM, email, or phone, not only sinks your credibility, but also severely reduces the customer’s confidence level in your ability to deliver. Why would they take a chance with you if your website is always down? When there are so many choices in the marketplace, your customers can always find another provider.
Good technical support helps you maximize your customer service efforts, building loyal customers that trust you. Poor technical support has the opposite affect and sends your customers running to the competition.
One minute. One hour. One day. If you can’t access your business-critical information or if systems go down, your reputation, customer experience, and revenue are at serious risk. When each minute counts, you need a good technical support team to stand behind your business and get you back up and running fast. Shop wisely.