The Changing Tech Support Industry: 3 Mistakes IT Support Companies Are Making

Computers are a necessary part of everyday life. Companies and individuals alike use them for nearly everything which changes the industry all the time. Tech support of ten years ago is completely different than tech support now, and IT companies need to adapt to the changes in order to stay relevant.

Three of the common mistakes that IT support companies make include:
1. Ignoring the need for multiple technicians
2. Refusing to modernize
3. Putting the customer second
Making these mistakes—or not—can be what makes or breaks your IT support company.

#1 Ignoring the Need for Multiple Technicians

This one isn’t so much a mistake that tech support companies make, as it is a mistake that companies in other industries are making. Many companies have one or two IT professionals in house, on whom they can call when an issue arises.

While in house IT is a good idea for companies that can afford it, it does not provide a huge body of knowledge. Some IT support franchises(link: are investing in and training several technicians, so that each may learn from the others expertise.

Each individual has his or her own experience in solving technical problems, and as such the company with more well-trained technicians has an advantage over the company with just one or two engineers. Indeed, an IT company needs to avoid employing just one engineer who gained his knowledge a decade ago, and then has refused to learn new programs. This leads us to our next point.

#2 Refusing to Modernize

Even as technology changes so rapidly, some tech support companies are refusing to modernize the ways that they do business. An example is the way that many big name companies require multiple visits, multiple technicians, and even multiple parts providers to address one issue.

Sending more than one person for more than one visit costs people time and money that they don’t want to spend. Most businesses depend on technology for their day to day operations so they can’t afford to wait several days for three different technicians to come out and fix the problem.

Companies that refuse to accept that they need to make repairs fast are on their way out, as smaller companies that are dedicated to rapid solutions move in on the market. In many cases, the reason that these companies take so long is because of an outdated supply chain that requires parts going from one person to another, following a sort of chain of command. This is neither necessary nor productive, and today’s consumer does not put up with waiting around for solutions.

#3 Putting the Customer Second

In many ways, the first two mistakes lead into this one: putting the customer second. An IT support company that does not expand its body of knowledge or modernize its systems does so to the detriment of its customers. Indeed, when a company insists on sticking to antiquated processes is in effect putting customers behind the industry’s perceived traditions.

Companies put customers second by not honoring appointment times, being difficult to reach, having long menu options on service phone calls and poor customer service in general. Indeed, good customer service is the most important way that any company can put its customers first.

Putting the customer first makes the customer happy, and a happy customer is a loyal customer. Putting the customer second can adversely impact any company’s bottom line, as it is 6-7 times more expensive to attract a new customer(link) than it is to keep an existing one. For tech support franchise concepts, it is more affordable to spend the time training its technicians in good customer service, which helps retain customers.

Technology is changing so fast that it is difficult to keep up sometimes, but keep up you must. In the technical support industry, it is imperative to stay abreast of industry changes and adapt your company accordingly, at the risk of becoming obsolete.

Jeremy Thompson is a freelance writer and blogger. He has experience in Digital Marketing, Social Media, Content Marketing Creation. He also has great knowledge for SEO, CRO and design.