Why does software support cost so much?

I will start with the main reason – knowledge. Not every computer repair or support company has the knowledge to support what you need help with. These software support companies put in the time and energy to learn the products on their own so they can support you. But there are few people that know it, so the rates are higher. Compare this to knick knacks you buy at Target. Their section for fun house decor is full of cheap, under $50 trinkets for your home. But if you want something really unique, you go to an antique store where people hand-picked cool stuff. You pay $500 for that one piece that wows people and gives your home a little something extra. Specialty software companies are like antique stores, we know what we are doing and can get things done faster. We know people, the software and how to scoot past first level support (when we call into companies if need be).  We also know the quick bugs that the software can create and how to fix them fast. We work in these applications all day, fixing, repairing and supporting is what we know well.

Basic tech support should be relatively affordable; the rates at CTG are competitive in our market and offer quick fixes. But if you are using specialty software such as ACT, CRM systems, Google Apps, Microsoft Office 365 or need server work done, expect higher expenses with your tech support.

Does this make sense? I hope so. I’ve had some clients ask why my Outlook pricing is now a bit more expensive. I have spent 13 years working with Outlook on many different levels; I am fast and fix many problems in 15 minutes or less. If you asked the technician down the street in a local repair shop to fix it, even though their rate may be very low…they could spend hours trying to figure out the problem and not fix it. The may even need to do other things to your Outlook that would make your head spin, like reinstalling, starting from scratch or worse. Their expertise is probably not in Outlook and that costs you more time and money. Hire a knowledgeable software technician and get back to work faster – it will cost less in your time and money.

Call That Girl offers Outlook (all versions), Hosted Exchange Transition Assistance (old POP/IMAP email to exchange, where everything synchs) and is now in training for Microsoft Office 365. If your company is interested in working with us on a beta testing level, we are very interested in talking to you about your company and moving to the robust work of online cloud application support for your IT needs. Call today for a consultation if you’re in need of any of the above. I look forward to helping! 612-865-4475
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