WorkSmart’s Proactive Approach to IT Support

Are your current service providers prioritizing user support, or is the customer experience more of an afterthought?

Effective communication is the foundation of a successful partnership between businesses and their IT service providers. However, many providers fall short in this area, leaving clients in the dark about the status of their support tickets, progress on resolving issues, and plans for the future.

WorkSmart recognizes the problems users experience in an industry where human interaction is scarce. They have listened to the collective frustrations of business owners, and built their own business model around the drive to address them.

In this article, we’ll explore the frustrations small businesses experience when it comes to IT support – and highlight WorkSmart’s unique approach to a customized IT support partnership that ensures client success.

Ticketed IT Support and Call Management

In today’s fast-paced business environment, time is of the essence. When technology fails, businesses need immediate support to minimize downtime and keep operations running smoothly. Unfortunately, many IT service providers fall short in this aspect, leading to frustration and lost productivity.

WorkSmart distinguishes itself by offering dedicated teams for remote support, support coordination, and quick-fix resolutions. Their approach includes a systematic process for intake, triage, and response. They provide regular updates on ticket progress and set clear expectations for call-back times. This transparent system ensures clients are informed about their ticket status, sets clear expectations, and guarantees that they can always reach someone on the phone for support.

Tailored Assistance for Every Business Size

Businesses frequently encounter the challenge of dealing with providers whose services do not align seamlessly with their unique needs. The absence of personalized attention can lead to a disconnect between the client’s expectations and the actual support provided, fostering dissatisfaction. Finding a service provider with the ability to address scalability, efficiency, and seamless technology integration has never been more important than now in the ever-changing digital landscape.

At WorkSmart, they believe that every business deserves personalized attention. Dedicated teams work closely with clients to understand their specific requirements, challenges, and goals. They develop customized IT solutions that address clients’ needs and align with the long-term growth plans of each business. Whether the business is a small startup or an established organization, their tailored support ensures that technology works for their clients.

On-Site Support to Minimize Disruptions

While remote support can address a good deal of IT support questions, some problems require hands-on assistance. These could include hardware malfunctions, network outages, or complex software installations. Relying solely on remote support in situations that require on-site assistance can result in a business experiencing extended downtime and disruptions, impacting their productivity and bottom line.

WorkSmart understands the importance of on-site support in critical situations. They have a  team of skilled technicians located in Durham, Charlotte, Atlanta, Greensboro, and Lancaster. These local team members are readily available to visit customer offices and provide hands-on assistance when remote support is not enough. As a result of their fast response time, IT issues are resolved quickly, minimizing disruption to business operations.

Active Involvement For Success

Many businesses have experienced the frustration of working with IT service providers who seem distant and disconnected. These providers often lack the necessary level of involvement and dedication to truly understand their client’s needs, resulting in misaligned solutions and missed opportunities for improvement.

WorkSmart’s core values are to “Do the Right Thing. Put People First. Own It. Be Curious.” They are committed to being actively involved in every aspect of their client’s IT support journey. They dedicate teams to each stage of the process, from the initial consultation to ongoing maintenance and improvement. This approach ensures that WorkSmart has a deep understanding of customers and their business requirements, allowing them to provide comprehensive and personalized solutions that drive success.

IT Solutions With a Human Touch

Numerous businesses find that IT service providers do not deliver the personal touch they expect. When providers are just hyper-focused on making the next sale, existing customers can be left to feel like mere statistics, instead of valued clients. This lack of personalized engagement can lead to frustration, especially when dealing with generic support and one-size-fits-all solutions.

The WorkSmart team has a substantial number of members, ensuring a deep bench of talent. With 100 experts spread across Durham, Charlotte, Atlanta, and other locations, they have dedicated IT consultants ready to support any needs. They take pride in their carefully crafted and thoughtful approach to customer service, guaranteeing that their clients receive the attention they deserve. Additionally, being local in Durham, Charlotte, Atlanta, Greensborough, and outside of Philadelphia allows them to better connect with their clients and understand their specific needs.

WorkSmart’s personalized approach ensures that businesses feel heard, valued, and supported throughout their IT journey. They believe that the human touch is essential in delivering exceptional IT support and fostering a stronger partnership with clients.

WorkSmart specializes in Managed and Co-managed IT Services, Cybersecurity, Data Backup and Recovery, IT Strategy and Planning, Microsoft 365, and Cloud Services. 

Contact WorkSmart today for a free consultation and learn how they can help your business thrive.  And join us in our next article as we discuss how WorkSmart bridges the gap when businesses feel they are not heard.