Good online technical support is provided by technicians who are prepared to do more than solve your immediate problem. By creating rapport with customers and understanding their exact needs an effective technician will be able to identify a holistic and sustainable solution to your computing needs. Because technicians have wide general experience in working with computer problems they are able to help you understand the technology in front of you and find ways to improve how you use it.
Online PC support service
The Internet allows for a technician to remotely log into your PC and through a "remote desktop" and work on your computer even they they may be sitting on the other side of the world. This technology saves time and money as a computer technician does not have to come all the way to your business to try and solve your IT problem.
Types of online PC support
- Email support - PC support technicians will read your email and reply with a solution. This is usually handled by a "ticketing" system, also known as Customer Relationship Management (CRM) software that allows you to track the progress of your query.
- Chat support - A lot of online PC support companies rely on having operating available to chat with customers online. Some companies specialize in providing an outsourced chat program so that a support company can focus on providing a service rather than building their own technology infrastructure.
- Telephonic support - this is probably the most traditional method of online support. By calling a centre you are able to speak directly with a technician. Of course sometimes a call center can be overloaded which can lead to frustrating delays while you wait for your call to answered.
Support and sales
When you're considering purchasing computer hardware you should always first check that the company offers at least some sort of ongoing support. Competitive companies will provide this as a value-added service and you'll find that the ability to get help and advice becomes an indispensable part of your business success.