An in-house IT role can take up as much as 70% of your company’s budget. With how much you pay for your technical support team, you want to make sure they’re doing their job properly. Otherwise, your customers will end up paying for it.
When your customers are frustrated, they’re more likely to take their business elsewhere.
By investing in proper training, you can ensure your technical desk can provide top-quality service. Otherwise, you could risk losing customers!
Here are five reasons you need to invest in proper IT training. Keep reading to understand the importance of training for your technical desk.
1. Improve Customer Support
One of the top reasons to invest in training for your technical desk is to improve customer support.
Sometimes, customers can’t continue interacting with your business without speaking with technical support. If technical support can’t fix their problem, they’ll leave.
For example, what if your business is experiencing a long period of service degradation or an outage? What if your online shop is eating orders or your app stops functioning properly?
In these cases, your technical desk will represent your company. How they respond will speak to your company’s dedication to customer support. It will also indicate whether or not your company is committed to your customer’s success.
With proper training, your technical support team can learn how to interact with stressed-out customers.
Remaining calm is an important component of these interactions. Your IT tech support team will need to keep customers calm and assess the problem.
While customers know technical issues and software problems are common, they also want to trust someone can fix the problem. Having a competent IT support team is essential. Their knowledge can ensure your customers find the answers they need in a timely manner.
When you show customers you’re capable to help, it builds brand trust.
When customers learn to trust your business, it strengthens your relationship with customers. By training your technical desk, you can improve customer retention and ensure business growth.
As an added bonus, customers tend to tell their friends when they have a positive customer experience with a company. By improving brand trust, you can also encourage customers to share their positive experiences, which can boost brand awareness, too!
Trained and Certified
You can also strengthen your brand by marketing your training and certified technical support team to customers.
Consumers want to know they can call on someone experienced when they have problems. By training your team and having them gain the proper certification, you can expand your expertise. As a result, your team won’t have to struggle to find the answers they’re looking for.
Even educated personnel sometimes lack the hands-on experience they need. Additional training can strengthen your IT tech support team as a whole.
Then, you can market this expertise to your customers.
2. Increased Efficiency
When your technical desk isn’t trained, they’ll end up spending more time trying to fix smaller problems. This can impact their efficiency and slow down their ability to help customers.
By training your technical support team, you can improve efficiency for your entire company.
Their proper IT training can also lead to more time spent on the research, development, and implementation of other projects. As a result, you’re improving efficiency, which can also help you cut long-term costs.
Minor IT issues can impact everyone in your company. In other words, everyone else in your company is losing valuable time, too.
By training your IT technical support team, you can improve efficiency throughout the entire company. As a result, no one will have to worry about lagging behind as a result of tedious IT issues.
Consider sending your technical support team to ExitCertified, where they can learn the skills they need to improve their efficiency.
3. Increase Sales
Small business IT spending increases every year. In 2017, businesses spent $686 billion every year on IT needs. By investing in ongoing training for your IT tech support team, you can make that money back.
A well-trained technical support team will know how to assist customers. Keeping customers happy will encourage your customers to stay around. As a result, you’re improving customer retention and increasing your chances of repeat sales.
Since it takes more money to gain new customers than to retain existing customers, you’re improving your ROI.
Without training, however, you could lose customers. Meanwhile, IT issues could slow your business down and cause you to miss valuable opportunities.
4. Reduced Risks
Customers expect you to protect their confidential information. That includes their names, payment details, and billing address. Ongoing IT training will ensure your company knows how to remain compliant and maintain high security standards.
Neglecting this compliance could make it easier for hackers to gain access to this private information.
By training your technical desk, you can minimize your company’s risks and protect your customers.
5. Keep Up-To-Date and Compliant
Technology changes every single day. As a result, your IT team is bound to come across problems they’ve never faced before. By investing in training for your technical desk, you can make sure their knowledge remains up-to-date.
Otherwise, they could waste time struggling to solve problems with simple solutions.
Regular training and ensure your IT tech support team is certified and qualified to handle new issues. Their training will also improve their confidence and prepare them to develop creative solutions when needed.
You also don’t want to fall behind the competition.
Failing to keep up with new technological advances will put you behind the curve. If your customers take notice, they might choose your competitors instead. With ongoing technical desk training, you can ensure your team is ready to implement new technologies without facing any delays.
After all, your customers expect you to remain relevant. By keeping up-to-date, you won’t have to worry about disappointing them.
Training a Proper Technical Desk: Reasons You Should Invest
With proper training, your technical desk can benefit your customers and business growth. Without it, however, your IT tech support team could end falling behind the curve.
Searching for more ways to improve your IT team? Explore the Technology section of the blog today!
