The Critical Role of Technical Support in Remote Business Operations

A few years ago, the idea of remote and hybrid work was mostly a fringe idea that had little impact on the work of business. While the need for technology to communicate quickly, efficiently, and consistently across states, countries, and continents was needed, the idea of being able to get a hold of a client or contact working from home or even a coffee shop was still a very novel idea. COVID has obviously changed all that.

Now with more people working from remote or hybrid positions than ever, the need for good IT support is not just a good idea for any company, it is crucial. The business world is still very much in the beginning stages of settling into these new work/lifestyle routines, and with that, there are plenty of bugs to be fixed or processes to streamline and make more efficient.

Luckily, IT specialists are far ahead of most of the world and have the knowledge and experience to assist business owners and individuals in how to navigate and even problem-solve the various issues that can arise in remote business operations.

Here are some reasons why technical support team assistance is vital to remote business operations.

In-house Vs. Out of Office

Most businesses operated for decades under the majority standard of running a business from an office. Whether this was a small, family-owned building or a multimillion-dollar skyscraper, the use of computers made IT support essential. While the multimillion-dollar business could afford to keep a staff of IT specialists in constant employment, other people had to make due by going to a computer repair store.

Today, access to IT support is more available than ever, but the size of a business still dictates the necessity and availability of in-house technicians. Nowadays, business process outsourcing (BPO) agencies can fill the technical support roles essential to maintaining business operations in the 21st century.

Everyone has had a frustrating experience with technology, it is inevitable with all the combined complexities of interwoven systems. However, there is a difference between needing to solve a personal, in-house problem and needing to provide that support to customers that your business may be serving. This brings us to the next point.

Customer Experience

The commonality of terrible customer experiences has become a frustrating cliche in our world today. No one wants to be left on hold for longer than fifteen minutes, yet there are still significant companies (like cell phone providers and internet service providers) that can be infuriatingly dissatisfying.

According to a SalesForce survey, 89% of customers chose to stop doing business with a company after just one bad customer experience. That may be a surprising statistic, but it makes sense. If customers don’t feel taken care of or can consistently access the products or persons they need to be able to do their jobs, then they are going to find another company that can do it better.

If your company doesn’t have some form of technical support, then not only is your business behind, but your customers are more at risk of leaving. This is especially true of businesses that work without an office or direct line.


A team of technical support representatives gives you the foundational service credibility necessary to maintain your product or service. Being that there are still companies that either cannot afford or choose to forgo this classic proven aspect of a successful business that means implementing a more reliable brand will set your company apart from the others.

No matter if an app isn’t loading properly, there is a social engineering attack, or a financial information data breach, customers need to sense the reliability of every brand they commit themselves to.

Untapped Sales Potential

Every conversation and interaction with a person is a chance to demonstrate the value of your product and company service. A lack of availability to basic human connection sets an emotional and relational tone with your customer base really quickly. Any company that does not make it clear that they can reach out and be helped if there is a problem with your service or product immediately displays carelessness and a lack of loyalty.

On the other hand, having that warm, helpful support keeps customers around. What many companies seem to overlook is that while a support crew may cost more money to have on hand, it is also an untapped sales potential.

Having provided a customer with the solution and service that makes them feel cared for also opens them up to possibly considering other services or products that your company may provide. If a customer likes your product and your services, they will promote your brand freely. They will also be more inclined to listen to new products or services that are created in the years to come.

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