Wednesday, July 24, 2013

Benefiting From Remote Computer Help

By Danielle Galloway


There are times when many will have problems with their computer. It may be a memory issue or something did not download properly. So it is common that when a help line is called, a remote computer help technician is on the other line to resolve the matter.

Though many like to have in person contact, this is not always possible. As more person are working at home or other remote location, getting a remote person is the most practical solution. When a person buys software or downloads an application but needs assistance, a remote person usually comes to the rescue.

While a person can use a live tech, this may cost them money and there is a chance that the technician may not be familiar enough with the product to deliver timely results. In other words, it may take time for them to get around to the matter, research it if they are not familiar and then test to ensure that repairs have been made. On average, this can take a week or more whereas speaking with a remote help technician may take an hour or less.

So when getting ready to contact the help desk or customer service, it is important to have several things written down. The first thing is the actual problem that the computer is having. Some people make the mistake of speculating as to what is wrong when they first make contact. By stating what is not happening, such as failure to print, the person can filter out where the problem lay.

All pertinent information that applies to the computer or mobile device should be accessible. This includes model and serial numbers. Often buyers of these products get a warranty upon purchase with the option for extended coverage. This is more cost effective than traveling to hire someone who may not be familiar with a product..

Getting the name or identification number early at the first contact. Callers should always take the time to spell any names that are unfamiliar or lengthy data. They should also ask them to repeat, if necessary. If the problem should return, having the name will save time. While most operations may have record of this, it is good for the consumer to keep their own as well.

When receiving instructions, the caller should repeat the steps after the technician before they take action. Often people mishear things or are focused on another matter. Often the caller is distracted about how much time they are losing or the bill.

Once the problem has been resolved, the caller should use this opportunity to ask questions about other matters. Sometimes, these people are not easy to reach and if a person seems knowledgeable and handles details with ease, at the end of the call is the best time to inquire about related issues or products. Good communication is the key as it helps everyone stay in business. With remote computer help, it is a part of their job to make life easier for the consumer, manufacturer as well as themselves.




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