IT network remote support is on a rapid rise. According to a report, about 91 percent of desktop support organizations are increasingly using remote control tools to provide support.
However, as they say – no product or service is perfect. There is always room for improvement, and if you want to stay in the industry and grow your business, it is essential to make things work right.
On this note, here are a few IT network remote support best practices you should focus on:
Don’t Make Customers Wait
Let’s admit, no one likes to wait, or feel ignored, especially if all they have are a few minor issues that need fixing. Further, when a user is stuck somewhere, waiting even for a couple of hours seems like an eternity.
So, to meet the growing demands of customers, it makes sense to ensure that your tech support is properly staffed. In an event when you don’t have someone available to attend a customer straightaway, allow them to leave a message or email you.
On the same lines, if your customer representative is not able to provide immediate help for any reason whatsoever, make sure that they follow up with the customer the next business day.
Offer Tech Support on a Range of Channels
The easy availability of instant communication channels has made it easier for customers to get the required support whenever they want. Thus, if you are only relying on email and phone communication modes, and not making the best use of available channels like social media and messaging apps like WhatsApp, it is the right time to go ahead and assist your customers on all channels.
Employ Data-Driven Remote Support Practices
Data is the new gold. Perhaps this is why companies like Microsoft use remote support software to provide their development teams with the required feedback on the new product releases and upgrades.
Remote support software contains information related to the devices used by the employees to access the network, devices, and software they access, real-time statistics on memory usage and CPU. This data is then compiled for a 360-degree view to provide technicians with real-time insights on the performance of the network, thus equipping them with the right data ahead of time.
Provide Online FAQ and Troubleshooting Service
The best experience that you can provide your customers is when they do not require your help. Make them self-sufficient by providing them with enough information on your different tech needs.
Empower your customers with a rich knowledgebase consisting of videos, tutorials, and blog posts on how to resolve the commonly encountered issues. This reduces their frustration involved in calling your support or submitting an online ticket. It also makes way for quick turnaround time and helps them get support from a channel that is preferred by most.
The Next Steps
If you want to provide a top-notch IT security and troubleshooting services to your customers, TCB is here to your rescue. We provide 24/7 technical support, all thanks to our highly experienced team of certified computer technicians. Visit us today at tcbinc.com to learn more.