Iâ€™ve always thought ofÂ our law firm as a user of tech support. Weâ€™ve got an IT guy we rely on. He and his minions run around rebooting our laptops, plugging in our cables, and generally fixing the things weâ€™ve broken on our network.
Recently, we realized that weâ€™ve got to start giving tech support rather than just receiving it. I guess weâ€™ve been in the tech support game for a while but hadnâ€™t realized it.
Our clients need tech support. We provide them with a bunch of technology, and sometimes they have issues with making it work properly. Weâ€™ve been handling the issues one at a time in an ad hoc way.
Now weâ€™re getting organized and adding staff hours to help. Weâ€™re helping in a variety of situations:
Our clients have trouble with our client portal. Sometimes they canâ€™t access a document or have questions about the interface. Frequently, they lose their passwords or their usernames. Someone calls or e-mails about these issues on most days.
Clients of our virtual service run into problems posting questions to our help desk. Sometimes they canâ€™t find the forms they need. Sometimes they canâ€™t make a video play. These folks are usually pretty tech savvy, but they canâ€™t always solve their own problems.
Prospective clients have issues using our forum. They also lose passwords or have trouble posting questions or answers. They want to be part of our community and canâ€™t always get the system to do what they expect it to do. Weâ€™re ready to help.
Subscribers to our e-mail auto-responders have problems as well. They miss an e-mail they really wanted and ask for a duplicate. Sometimes they canâ€™t download a document they need. They often have issues playing videos.
We have mental health and financial professionals listed on our Stay Happily Married site. They have trouble changing or adding a photo. They sometimes struggle with updating their profiles, and they lose their passwords with amazing frequency.
In all these instances, we get calls and e-mails about the problem. Weâ€™ve had a variety of people responding, and they have all created their responses on a one-off basis. They havenâ€™t thought of the problem from a systemic perspective. For instance, we havenâ€™t developed standardized responses, comprehensive instructions, or employee procedure manuals.
Thatâ€™s all changing. Now weâ€™re reviewing the technical support we provide and consolidating all technical support in one person. Weâ€™re developing a system for dealing with the issues, and weâ€™re hoping to provide a higher level of service than we have in the past.
Weâ€™re ready to start providing excellent technical support and toÂ become givers rather than just takers.