The Top 4 IT Support Challenges (and How to Overcome Them)

Is your support service not measuring up? Here are four indicators you may not have the right level of IT support and what you can do about it.

Your technology is vitally important to the success of your business. It is easily one of the largest investments your company can make, and, if operating as intended, you are better able to achieve operational goals, provide excellent service and meet customer demand. However, if it's not working as intended, your business will further pay the price. Users may be left frustrated and abandon the system entirely, leaving your hefty investment in it's wake.  

Regardless of your in-house capability, having the right IT service and support partner is critical to ensure your IT investments are performing at their best. In this post, we explore the top four IT support challenges and you can overcome them. 

1. Lack of 24/7 Support

We live in an increasingly connected world where traditional business hours no longer apply. Your customers expect 24/7 support, and so does the technology you use to offer it. Having a dedicated support line available at all hours is so important that in the last year, 67% of customers have hung up their phone in frustration because they couldn’t talk to a real person (Source: American Express Survey).

You can avoid unnecessary downtime with HSO's 24/7 Managed Services for Microsoft Dynamics. With HSO, you'll have a dedicated and proactive team member to help resolve your critical issues- any time, any day. 

2. Long Wait Times

Even if you’re “fortunate” enough to suffer an IT problem during business hours, there’s no telling how long you’ll be subjected to automated messages and tedious hold-music before you can speak to anyone.

In fact, 75% of customers believe it takes too long to reach a live agent - which perhaps suggests that 25% of people out there may secretly enjoy hold music! (Source: Harris Interactive)

Avoid waiting on the line and get back to what's important. With HSO Global Managed Services, users have guaranteed response times and agreed SLAs when engaging our customer support.

3. Unpersonalized Service 

You’ve finally run the gauntlet that is the customer support helpline and got through to an actual human being – the problem is, they have no idea who you are or what you want.

72% of customers blame bad customer service experiences on explaining their problem over and over to multiple people, and we feel their pain. Our 24/7 customer support service is manned by a dedicated support team, that means they’re there for you and they know your business, support history and your staff inside out.

4. Unknowledgeable Team

A recent consumer survey from Harris Interactive found that support staff fail to answer their customer’s questions 50% of the time. Think about that for a second- you’d have just as much luck solving your problem if you based it on a coin-toss.

At HSO, we understand that your business depends on getting the right response every time. Each member of our Global Managed Services support team is Microsoft Certified to perform on-demand technical support. And it’s not just support for your Microsoft Dynamics solution, but any applications that have been integrated into your system.

Technology is less about, well, the technology, and more about the people that deliver it and help you make it a success. HSO offers the support service that we’d like to receive as customers, and we're with you every step of the way. Our service specialists enable our customers to work care-free, enabling them to focus on their core business and stay on top in an ever-changing world.

Learn More

Want to protect your Microsoft Dynamics investment and ensure it's running smoothly? Download our 24/7 Global Managed Services fact sheet to learn more. 


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