Why IT Support Companies Should Consider Offering Phone Support As Part Of Their Service

In the fast-paced world of IT support, where efficiency and precision are paramount, electronic communication has become the norm. Email, ticketing systems, and chat functions allow IT professionals to manage tasks, track issues, and maintain a clear record of communication. However, despite the convenience and control offered by these digital methods, there's still a strong case to be made for offering phone support as part of an IT support service.

In this article, we'll explore the pros and cons of providing telephone support and why a balanced approach might be the best way to meet the diverse needs of your clients.

The Advantages of Offering Phone Support

1. Clarity in Communication

Technical issues can often be complex, involving multiple steps and requiring a nuanced understanding of the problem at hand. While email and chat are useful for straightforward queries, they can sometimes lead to misunderstandings or incomplete descriptions of issues. A phone call allows for immediate back-and-forth communication, making it easier to clarify details, ask follow-up questions, and fully understand the client’s needs.

2. Reassurance During Critical Issues

For many clients, knowing that they can speak to someone directly when a critical issue arises offers significant peace of mind. While customers may be comfortable submitting a ticket for minor issues, a phone call provides reassurance during more serious outages or technical failures. Hearing a human voice confirming that their issue is being addressed can greatly improve customer satisfaction and build trust in your service.

3. Overcoming Technology Barriers

When the very tools clients rely on to communicate—such as email or online chat—are the ones malfunctioning, a phone call becomes the simplest and most effective way to reach support. Whether a laptop has crashed, or a server is down, having a phone number to call ensures that clients can still get help, even when their usual communication channels are inaccessible.

4. Enhancing Customer Confidence

Offering a phone support option can help to project a more approachable and reliable image for your IT company. Clients appreciate knowing that they can reach out and talk to someone when needed, which can be particularly important for building relationships with new clients or maintaining the loyalty of existing ones.

The Drawbacks of Phone Support

1. Distractions from Core Tasks

One of the main challenges with offering phone support is that calls demand immediate attention, which can disrupt workflow. Unlike emails or tickets that can be handled at a time that suits the technician, phone calls must be answered as they come in, potentially pulling staff away from solving other pressing issues.

2. Unpredictable Call Volume

In the IT world, issues can sometimes affect multiple clients simultaneously, leading to a surge in calls. When a server goes down or a widespread problem arises, the volume of incoming calls can be overwhelming, making it difficult to manage each case effectively. This unpredictability can strain resources and lead to longer wait times or missed calls, which can frustrate clients.

3. Challenges in Record-Keeping

While phone calls are great for immediate problem-solving, they can complicate record-keeping. Tracking the steps taken to resolve an issue is easier through written communication, where a clear log is maintained. Phone conversations, on the other hand, require additional steps to document, which can be time-consuming and may lead to important details being overlooked.

Striking the Right Balance: The Role of Telephone Answering Services

A telephone answering service can be an excellent solution for IT support companies looking to offer the benefits of phone support without the associated drawbacks.

How a Telephone Answering Service Can Help

A telephone answering service provides a professional team to handle your calls, allowing you to offer a phone number without the need to personally manage every incoming call. Here’s how it can benefit your business:

• Log Tickets Efficiently: Receptionists can log support tickets based on the information provided by the caller, ensuring that critical issues are documented and prioritised correctly and transferred directly to you once they’ve been assessed.
• Reduce Interruptions: The service acts as a buffer, handling general inquiries and only forwarding urgent calls that require immediate attention, allowing your team to stay focused on solving technical problems.
• Manage Call Volume: During peak times, such as when a common issue affects multiple clients, the service can handle multiple calls simultaneously, preventing clients from being stuck on hold and improving their overall experience. During peak times, such as when a common issue affects multiple clients, the service can handle multiple calls simultaneously, preventing clients from being stuck on hold and improving their overall experience.
• Provide Updates: The service can also relay updates to clients, keeping them informed about the status of their issues and expected resolution times, which helps manage client expectations.

While electronic communication is undoubtedly efficient and effective for many aspects of IT support, there’s still a valuable role for phone support in ensuring comprehensive customer service. Offering a phone number alongside digital channels caters to a wider audience, enhances customer confidence, and provides a crucial line of communication during critical issues.

By integrating a telephone answering service, IT support companies can offer the best of both worlds—maintaining the efficiency of electronic communication while still providing the personal touch and immediacy that phone support offers. This balanced approach ensures that your clients receive the support they need, how and when they need it, ultimately leading to higher satisfaction and stronger client relationships.

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Further Information:

For more information on how a telephone answering service could support your business take a look at the links below and the FAQ’s:

https://www.yourofficeandpa.co.uk/industries/it-industry/

https://www.yourofficeandpa.co.uk/our-services/telephone-answering-services/

 

 

FAQs: The Importance of Offering Phone Support in IT Services

Q1. Why should an IT support company offer phone support when digital communication is so efficient?

While digital communication methods like email and chat are efficient and easy to track, phone support offers immediacy and clarity, especially for complex or urgent issues. It allows for real-time conversation, which can help to quickly resolve misunderstandings and provide reassurance during critical situations.

Q2. How does phone support improve customer satisfaction

Phone support provides a direct, personal touch that many customers appreciate, particularly during urgent or complex issues. Hearing a human voice can reassure clients that their problem is being taken seriously and is in good hands, which helps build trust and satisfaction.

Q3. What are the drawbacks of offering phone support for IT companies?

The main challenges include the need to answer calls immediately, which can disrupt workflow, and the unpredictability of call volumes, especially during widespread technical issues. Additionally, phone conversations require additional effort to document, which can complicate record-keeping.

Q4. How can a telephone answering service benefit my IT support company?

A telephone answering service can handle calls on your behalf, allowing your team to focus on resolving technical issues without constant interruptions. It can log support tickets, manage high call volumes during peak times, and ensure urgent calls are prioritised while less critical issues are documented for follow-up.

Q5. Will offering phone support increase my workload? 

It can, but using a telephone answering service can help manage this. The service can act as a buffer, handling general inquiries and only forwarding urgent matters, allowing your team to work more efficiently without being overwhelmed by phone calls.

Q6. What if my clients prefer digital communication?  

Many clients do prefer digital communication, and that’s perfectly fine. However, offering phone support as an additional option caters to those who prefer or require immediate, verbal communication, especially in urgent situations where digital channels might be less effective.

Q7. How can I keep track of issues resolved over the phone?

To maintain accurate records, you can integrate phone support with your existing ticketing system. A telephone answering service can log calls and create support tickets, ensuring that all issues are documented, even if they begin with a phone conversation.

Q8. Is phone support necessary if we already offer 24/7 email and chat support?

While 24/7 email and chat support are valuable, phone support can still play a crucial role. It provides an immediate way for clients to communicate with your team during critical issues, especially when digital communication channels are unavailable or insufficient.

Q9. Can phone support help during large-scale IT issues?

Yes, during widespread issues like server outages, phone support can manage the surge in customer inquiries, providing real-time updates and reassurance to multiple clients at once. A telephone answering service can help handle these high call volumes effectively.

Q10. How can offering phone support enhance my IT company’s reputation?

Offering phone support demonstrates that your company is accessible and responsive, which can enhance client trust and loyalty. It shows that you are committed to providing comprehensive support, covering all bases to ensure that your clients’ needs are met, no matter how they choose to communicate.​

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