We learned that we needed to implement new technologies, along with investigating options that had existed for a while but were overlooked.
One of the best options we’ve found is using FaceTime or Zoom for complex technical support issues. Doing so takes the tech support we provide to the next level beyond what a phone call without video can accomplish.
Using FaceTime or Zoom over a cell phone bypasses so many problems that people have historically had with tech support. People on site often don’t know what doohickey does what, while the tech blindly gropes for a description that will convey the information needed to fix the problem.
By using a video conferencing solution, the person on site can show the tech their equipment setup instead of trying to describe it. The tech can directly view the system they’re trying to support. It saves everyone time and frustration. For the vast majority of problems, using Zoom or FaceTime solves tech problems as efficiently as a tech working on site.
Using Video Conferencing Effectively
Zoom and FaceTime bypass many of the traditional problems of accessing effective tech support, including the need for a functional Internet connection. FaceTime runs on iPhones, and Zoom’s app can run on multiple brands of cell phones. That being said, there are communications processes that make any tech support solution go quicker, easier, and with a minimum of frustration.
The Tech Should Document The User’s Description of the Issue
When starting the call, start with a dialogue about the problem. The user should be as descriptive as possible, and the tech should take copious notes. The user should expect the tech to ask questions which may seem irrelevant but in reality are providing context to the tech.
Review the Symptoms
The tech should take the time to review whether any of the symptoms of the technical problems have been documented in other requests for help, if it’s a known issue with an established repair. If so, it’ll be relatively easy to fix. If not, then a new solution should be documented for the future.
Decide On An Approach
The tech and the user calling for support should take the time to discuss their approach before starting to implement it. It’s important for the mind and the hands to be on the same page. In addition, taking the time for everyone to understand the steps taken allows the user and the tech to function as a problem solving team.
Use The Eyes Given By The Camera
Remember that the whole point of video conferencing for tech support is to smooth communication. The user should use the camera to let the tech see the equipment or screen messages, as doing so saves a lot of confusion. Together, then, they can solve the problem regardless of how far apart they are.
Why Is This Published By A Business Phone Company?
Here at NoContractVoIP, we believe that your success is our success. And, since we specialize in business communication, we also want to help you communicate better. We create the communication systems that modern companies need to adapt to the hybrid and remote business models. To get the latest helpful content delivered to your inbox every month, subscribe to our newsletter here.
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