Let’s face it, no one likes when their computer or software applications are malfunctioning and therefore need to call in to the help desk or tech support for assistance. While Accellis is always happy to assist with any issues you may have, we understand that you would much rather just get on with your day and get back to work quickly.
Here are some tips on how to cut the amount of time you are on the phone with tech support in half.
1) Reboot your computer
Eliminate the obvious points of failure. If you cannot remember the last time you rebooted your computer, chances are it is way overdue. This is typically the first stage of troubleshooting when your PC is acting up and helps to resolve many common issues. If you do this ahead of time and let us know that it did not resolve the issue, it is one less step that needs to be taken and can often save 10 – 15 minutes. Also, it is a good practice to reboot your PC once a day to help keep it running smoothly.
2) Give the technician time to work on your PC
We understand that sometimes there is just not enough time in a day and that handing over control of your PC can be an inconvenience. However, if you are unable to give up access to your PC for a short while to allow a technician to work on it, they will never be able to resolve your issue. If you know you are in the middle of working on something and cannot allow the technician to work on your PC, try to schedule a time when they can have a few moments to work on it to get your issue resolved quickly.
3) Be informative about the issue
Being able to explain your issue in detail to the technician will allow them to better understand what is going on and get the issue resolved quickly. This will also allow them to perform some initial troubleshooting steps. Having a screen shot of the problem and/or error message ready to send over in an email will also be extremely helpful. Note: If you do not know how to easily create a screen shot, check out this video on how to use the Windows Snipping Tool.
4) Be polite
As frustrating as technology issues can be, we are here to help! Getting upset with the technician who is trying to help will not expedite your issue getting resolved. As difficult as it may be at times, being polite to the technician who is trying to help will make things easier for everyone.
These tips will be helpful in cutting down the amount of time you spend on the phone with tech support. While we love talking to you, we know you just want to get your issue sorted out and get back to work in a timely manner. However, if you would like to take some extra time just to chat about the Browns or ask us a couple questions, feel free!