With all that can go wrong in and out of the office, making yourself or staff available 24/7 for customer issues and resolution can be a near-impossible task. With so many things to stay on top of when managing your business, keeping up with all of the demands for technology can be incredibly daunting at the very least.
So can 24-hour IT Support really help? Let’s explore how…
Decreases downtime, Increasing productivity
Having tools in place for employees to communicate helps to decrease downtime and accomplish tasks together and collaborate much quicker. With all the information at their fingertips and access to a support team to help when problems arise vs waiting on an in-house person or team they are able to manage issues quickly and move forward faster.
It’s hard not to miss problems that happen outside of typical office hours and even then, it may not be a focus. 24/7 IT Support typically comes with all of the network monitoring tools at their disposal, giving them the ability to monitor everything going on at all times. “The tools in place can do their job identifying, solving, and reporting the impediments” around the clock allowing them to fix errors as they happen not hours, days, or weeks later. Check out this blog from Valeo on HOW NETWORK MONITORING TOOLS WORK TO SOLVE REMOTE WORKFORCE CHALLENGES for more.
Connects employees on & off-site
We can all agree or at least see how Covid changed the daily dynamic for working, sending a large percentage of the workforce virtual. Although many companies are going “back to normal” there are many still adopting the work-from-home lifestyle or making it a permanent change for their company. According to a 2019 study, 54% of workers reported working from home at least once per month, 48% work remotely at least once per week, and 30% work remotely full-time. According to this 2021 Report from Owl Labs 27% of employees are still working fully remote.
With 24/7 IT available to be accessed in or out of the office, employees are able to get support at any time no matter where they are. IT services give employees remote access and the opportunity to access cloud services and software on their phones, laptops, and tablets giving them way more opportunities to stay connected.
Frees up owner/ manager time
As a small business owner, you tend to wear a lot of hats, but when it comes to being a jack of all trades, you want to make sure you have a master when it comes to your IT managed services. Cybersecurity risks, customer care, software updates, and support are just a few things that an IT specialist can help with giving you peace of mind 24/7 customer support services.
Increases customer care opportunities: being mobile & accessible
Having the experts available when your customers or employees need it most helps you stand out. Customers don’t like to spend time waiting around or being passed around to different departments or employees hoping someone has the right solution to their problem. We’ve all been in a situation with a customer service nightmare where no one knows how to help or the person who does isn’t available. When a 24/7 IT support team resolves an issue quickly and efficiently, it makes the customer feel seen and heard leaving them with a positive experience.
So is 24/7 IT Support really worth it?
Bonus tip: it may actually save you money paying a third-party IT management service versus having in-house IT specialists, especially for smaller businesses still needing support but not ready to have a dedicated department yet.
Looking at these few of the many ways 24/7 IT Support can help your company, it makes sense that you’d turn to the experts to help you take the next right step.
To learn more about what an IT managed service provider, like Next IT, can do reach out or continue reading here.