Many things have changed ever since computers and internet access became available to the public. Back in the 18th century, businesses did not need experts in IT infrastructure management. This term might not even exist then. At that time, their focus was to hire more workers so they could sell more.
But today, they matter so much that every business needs experts in IT infrastructure management. Whether big or small, their presence alone could make the workload a lot better. As such, they could provide more reliable customer service and earn more profit.
As a business owner, you would not want to let this opportunity slip away. You would grab this chance so your business would stay on top of the game. But to do so, you need to hire an IT company in Singapore that would take good care of your business.
To learn more about them and what they can do for your business, read the rest of the article. Not only would you know why having an IT company matters, but you would also know how to get the most out of them.
Why Does an IT Company Matter More Today?
As you already know, many countries are still on lockdown, and employees have to work remotely at home. Because of this, businesses have to change their ways so nothing would be different with their customer service. As a result, customers would continue depending on and supporting their business.
That is why one of the ways they most likely change is outsourcing their IT infrastructure management. Even if they have internal IT staff, they are not enough to resolve IT issues as quickly as in the past. Since they are not there with your employees in person, there is a chance that fixing the IT issues would get delayed and could frustrate your customers.
And since customer satisfaction is more necessary now than ever before, there is no reason not to hire an IT company. With so many ups and downs going on, having them would ease the workload of your employees, and they could serve your customers much better.
Here, read this report from Forbes, and you would see how important IT infrastructure management is. If you understand what you have read, you would know that the rate of it now is much higher than years ago.
The Difference Between IT Support and Customer Support.
First of all, IT support is one of the IT maintenance services that an IT provider in Singapore would do when you hire them.
Just in case you have no idea what it is, IT support is something most companies would have so their employees could help their customers. Usually, to resolve IT issues, employees could reach out to them via live chat, phone call or email. But before any of that, employees could easily search for their concerns on the knowledge dashboard. This platform saves inside the network of your business.
But wait, isn’t IT support the same as customer support?
No, they are different from one another. As you have read above, IT support does not deal with unhappy customers. They are responsible for IT issues that could happen in your business, which prevents your costumes from using your products.
For example, if your customer tries to access your website but the system is down, your employees would contact the IT staff to take care of the issue. As a result, your customer would get through your website again and proceed with what they are doing.
See, with IT support, your employees would not only be at ease, but your customers would trust you more the sooner the IT issues get resolved.
What Are the Levels of IT Support?
Even though having an IT company for your business in Singapore makes things a lot easier, their job is not that easy.
Out of all their IT maintenance services, IT support is one of the most troublesome tasks. It sure is since they have to deal with people and solve things in real-time. Besides, before your employees could reach out to your IT company, they have to know what kind of help they need. Note that the level of IT support depends on the urgency and difficulty of the IT issues.
To make sure you and your employees know the difference between the levels of IT support, look at the following. Below are their differences from one another.
Before the internet came to exist and searched for things they needed to know, people often asked their family and friends for solutions. Or read the manual to resolve their problems.
But today, things have changed. With internet access, people can search for answers on Google. All they need to do is type their concern, and several details would pop up.
Sounds incredible, right? It sure is, but only on paper.
You should know that in every good review, there could be complaints in between, which are not still solved. That is why you and your employees should be keen to check out not only the good side. Make sure you also read the other side of online forums, feedback on social media and websites.
As the term suggests, this tech support is serving oneself. That means either you or your employee would have to search through the knowledge dashboards on your network for self-help.
Somehow, it is similar to the pre-support, but there is a difference. All of the information written here is provided and updated by the IT company. For those who have many employees, this option is an alternative to contacting your IT company for help. As a result, when many IT issues happen all at once, your employees could fix common technical difficulties by themselves and only seek help for those things that are hard to solve.
Even though FAQs and knowledge dashboards are helpful, they do not have the answer to everything. Sometimes, describing IT issues word by word to a human is better since it could get solved more quickly. That is the reason why the first-line exists.
This tier I support is all about answering and fixing common IT issues, which employees could note down and learn, And if they do, they could solve the IT issues on their own if one of them happens again.
Most of the time, at this level, employees would need to send out an email to get their inquiries answered.
For example, if the Microsoft Office 365 installed on the computer at your office in Singapore is not working, the IT support can help your employees resolve them by letting them know what happened. As a result, your employees could go back to their work without a problem and not disrupt your operation.
Meanwhile, tier II is an IT support for more complex IT issues. Usually, they are concerns that cannot get solved quickly. That is why most experts in this level have in-depth troubleshooting knowledge, technical skills analysis to resolve the technical difficulties right away. As such, nothing would cause problems that frustrate customers.
If nothing gets solved even at tier II, this level would be the last defence on the line. Just in case you are not aware, the experts here have more in-depth knowledge and years of experience in IT maintenance services in Singapore.
In other words, they can resolve IT issues faster than all the levels of IT support combined.
The five levels of IT support are there to help employees resolve the IT issues right away, depending on urgency and difficulty. As a result, there will be fewer to no employees waiting in the queue.
How to Get to the Most Out of Your IT Company?
Even though hiring an IT company in Singapore is nothing new, one should know what to do so they can get the most out of their services. Since you are considering hiring one for your business, you might as well note down the following. Doing so should help build a good relationship with your preferred IT company.
TREAT THE IT COMPANY RIGHT.
Once you have hired an IT company, you should treat them as equals as you treat your employees. Know that their expertise and experience in IT support would greatly help you in your business. As a result, more and more customers would trust your brand.
That is why when you need IT support, make sure you and your employees would rely on your concern. As much as possible, try not to hurry them since that would not do any good. If you do so, that would frustrate them and could cause a delay in finding a solution to your concern.
ESTABLISH CLEAR ROLES.
When you hire an IT company in Singapore, you should let them know your expectations and the roles they need to do. Doing so would allow them to prove themselves and show what they can do. As a result, you would not have a problem when you start working with them.
For starters, if you have an internal IT staff who would work with the IT company, you should introduce them to them one by one. Letting them know one another would build rapport and could result in better IT infrastructure management.
IMPLEMENT THE IT SUPPORT LEVELS.
Not every business has a solid structure of IT support system. Some only let the internal IT staff resolve IT issues and nothing else. But doing this alone is not enough and could be a problem if more technical difficulties arise. That is why to make things more manageable for you and your employees, consider setting up the five levels of IT support mentioned above.
But before you do so, make sure to discuss this matter with your IT company so they would have an idea about your plan. Note that being open with them would help you a lot.
LISTEN AND LEARN FROM YOUR EMPLOYEES.
Any information your employees are sharing with you does matter since they are the ones who are helping you with your business. You should know that the details they rely on you are invaluable insights that could improve your products and services. Also, if there is any problem with the IT company you hired, they are the first to know.
Therefore, give them a chance and make sure to listen to your employees from time to time. Doing so should help you learn a few things from them.
To have a successful partnership with the IT company in Singapore, make sure you have good relationships with them. Doing so should help so you can actively work together and achieve strategic IT goals. That is why take note of the ways mentioned above. Those could help you get the most out of their IT maintenance services.
Be Smart and Stay On Top the Game with the Right IT Company!
Whether you are looking for an IT company or already have one, make sure you can get the most out of their IT maintenance services in Singapore. To do that, you have to train your staff. Doing so should help them not make any mistakes, and your operation would run smoothly.
Keep in mind that whatever you do will have an impact on your business. The same goes for your employees. That is why it matters to all of you to know how to get along with them. Otherwise, you would have a hard time relying on your IT concerns properly. As a result, they might not be able to help you right away as needed.
Having a good understanding and relationship with your IT company is an edge since they would have more reasons to aid your IT concerns as quickly as possible.
Do you think you need to outsource your IT infrastructure management? If so, then get in touch with Amnet Technology! Since they are also known as a cloud service provider in Singapore, you can assure that they can help you stay on top of your competitors.