Running a business is no small feat, and when your business’ whole aim is to assist others, the chances are you’ll be getting a lot of business from other companies. One area of expertise that is incredibly important and popular, especially today, is tech support. If your business is focused and specialized in the delivery of technical assistance to larger businesses, no matter the technology they use, then you’re likely to be very busy. However, the popularity of your service comes with one major drawback. Meeting demand and increasing efficiency is not as easy as it may seem, so we’ve listed a few things to help you deal with this.
Enhance Your User Experience
Whether your business is useful and provides clients with a great service or not, it may dissuade new customers from choosing to use your services if they find it difficult to utilize that service. To prevent this from happening, you should improve your site design and, ultimately, the user experience when using your services. This can include the initial landing page and every step of the process, such as customer services, the user’s dashboard, and even account and payment settings. Try to make every step easier for your customers, and you may find your business growing even more.
Streamline Your Processes
Your success and efficiency are going to be heavily influenced by how well your processes are streamlined. While every business will have different ways of doing things, there are ways in which you can improve and streamline your service as much as possible. Automated systems are a great way to do this, as they can enable your team of techs to focus solely on completing their tickets rather than figuring out which one needs to be done next. Auto dispatching for ConnectWise ticketing is a very useful system offered in part by ServiceTree. This is an extension for the Chrome browser and allows you to automatically send out the most relevant tickets to your technicians, ensuring that those with the right skills and knowledge are given tickets that they can complete and remove their ability to pick their preferred tickets. It also automatically reschedules tickets that aren’t completed or when there’s a delay so that everything stays in order. ServiceTree currently only integrates with ConnectWise, but they are constantly evolving so keep your eye out for any changes in the near future.
Offer Varying Packages
The more businesses that work with you, the harder it will be to decide who gets the majority of your time and effort. One way of dealing with this is to offer different packages within a tiered pricing model. A basic package must still be beneficial to most businesses and will include a standard timeframe for tech support tickets to be completed as opposed to a longer timeframe than usual. It’s imperative that you don’t reduce the quality of your service in any way for the basic package, and instead, simply offer more perks and bonuses to the higher packages. In theory, most people will choose the basic one, allowing you to better spread out your tickets and deadlines. Ideally, you don’t want hundreds of ticket deadlines to be on the same day, or your team is going to risk getting overwhelmed.