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Tech Support. Why Is It Crucial to the Overall User Experience?

Tech Support is not a privilege for a software company customers but rather an integral part of any organization that is crucial to its healthy functioning.

Published

2 years ago

January 13, 2020

TwinzTech

For every successful company, there is an excellent Tech Support team behind-the-scenes. Tech Support is not a privilege for a software company customers but rather an integral part of any organization that is crucial to its healthy functioning. It directly affects performance and sales, needless to mention an employee satisfaction index.

Table of Contents

1. What Difference Does It Make?

Imagine you want to get an “A” for an outstanding paper but don’t understand the subject at all. There are two things you can do: start from scratch with all the necessary research and writing or get a paper from Edusson, but before doing so, check edusson.com reviews on the web. In the first case, you’ll spend a lot of time and will be proud if you succeed in creating a good write-up. In the second case, you delegate a task you can’t do well to professionals and keep working on other essential things.

A situation with Tech Support is pretty similar. When employees from marketing, sales, finance, or other departments try to figure out how to solve an issue with the software or their computers, they need to spend much time on research. In case they don’t find the right solution, they risk making things worse. It means that inefficient Tech Support causes more problems for the Support Team itself. If there is no in-house Tech Support, a company risks leaking some confidential files and data while trying to solve minor issues.

Tech Support Especially Important

2. When Is Tech Support Especially Important?

Arranging several channels for tech assistance (tickets and emails, non-functional chats, knowledge bases, etc.) allows building a top-class support system that ensures smooth functioning of all business processes and reaching the company’s business goals. Still, 75% of users prefer reporting a problem in person or via phone. In big corporations, Help Desk is available 24/7. And even if there are no official night shifts, you never know who has decided to work extra hours.

We’ve already mentioned that covering a particular area of responsibility and delegating tasks to qualified people is significant for proper time management and efficiency. The other aspects that make Tech Support crucial to overall user experience may include the following.

Educating new employees. Even if newbies haven’t changed the sphere of occupation, they may have used different software before. Guidance is always relevant.

Diversity of internal tools. The bigger the company and the more internal systems it features. Some of these software solutions rare, specific, or unique.

Not everyone is good with technology. Yes, just as simple as this. Some are using hotkeys, and the others are afraid to click on anything. The latter need the explanation covering all does and don’ts.

It helps to avoid a mess. Imagine that someone doesn’t know how to use this another company’s internal tool, or maybe one person fails to update a report because a system doesn’t work correctly. Somebody else uses wrong information from the file, and then we can only guess where the snowball effect will lead us this time.

Some people don’t handle surprises well. A little system failure – and they are in a panic. In-house Tech Support becomes a real lifesaver here.

Keeping employees motivated. If everything functions correctly, white collars are in a good mood. If not, they cannot deal with ordinary tasks effectively, they get nervous, discuss the vices of management, and, eventually, start looking for new jobs.

Letting everyone contribute. Attentive co-workers help Tech Support to prevent some issues.UXDesign.cc calls it “Secret Sauce.”

Make It a Good Tech Support

3. How to Make It a Good Tech Support?

There are several things you should keep in mind when optimizing the Tech Support – from domain knowledge to communication strategies. Besides providing high-quality services, it is essential to create an atmosphere of trust so your co-workers won’t be afraid or ashamed to reach out for assistance.

Work on FAQ first. Some people can figure everything out with just a little help. They don’t want to bother you, and more importantly, usually, they just don’t what to look foolish. FAQ section prevents “fixing” something in an alternative way (read, “breaking”). If an issue gets more complicated, they’ll call you.

Keep calm and understanding. Yes, it is the 21st century. And yes, someone still needs an explanation about how to link a word in Word; why a page doesn’t look well in Internet Explorer; how using Paint is more comfortable than taking a picture of a screen, printing it, making edits, and sending another photo via mail.

Be open to communication. There are also peer employees who know everything, or at least they pretend to. These people will try to challenge their knowledge and decisions. Maintain a polite dialogue and provide relevant explanations. It is essential to be intentional and consistent in how you interact with users.

Be attentive to details if some issues are addressed more frequently, time to consider an alternative solution. If someone calls you too often, time to reconsider the workflow and maybe do some in-house training.

Specify questions. Ask, “Did you mean…?” questions. Make sure you have understood everything correctly. Think of what your granny, who has got a smartphone recently, asks you about? Someone from your office may use a beginner-tech language as well.

Share evidence. Send links and screenshots for explaining how to use a particular system or to fix a problem they currently face. It is always more effective than telling verbally only.

Inform about timing and procedures. If solving a problem takes more than a few minutes, let a user know how long they will have to wait, whether they need to file any requests, and what the alternative solutions are for now, if any.

4. Bottom Line

Sophisticated technical tools penetrate the lives of ordinary people and ordinary businesses. And still, many struggles with mastering those tools. These people might be great at optimizing finances, creating powerful brand strategies, managing internal communication, or anything else you find challenging and obscure. Tech Support is crucial to overall user experience because it allows the rest of the processes to run smoothly and without anyone noticing any severe issues.

Internet

6 Fun Activities For Your Next Virtual Corporate Event

Remote working doesn’t have to be boring because you can spruce it up with fun activities for virtual corporate events. These are fun activities that ensure employees are lively and happy.

Published

1 week ago

May 18, 2022

TwinzTech

6 Fun Activities For Your Next Virtual Corporate Event

Virtual corporate events are online gatherings often held via video platforms like Webex, Zoom, and Google Meet. Such events offer an excellent way to participate in games and other fun activities. They also aim to help create familiarity and relationships between the attendees and improve work dynamics and communication.

Hosting a virtual event is challenging, especially for an unfamiliar group. However, it has become a new culture nowadays because most companies have allowed their employees to work in a remote setup.

Despite the convenience, working from home has brought countless negatives like burnout, unexpected distractions, and feelings of isolation. It also resulted in positive outcomes, though, like the ability to bond, connect, laugh together, and have fun with each other via 100% virtual means. Thus, businesses and companies have openly embraced virtual events as part of their work process.

If you are tired of the old encounters at events and are struggling to get fresh creative ideas, here is a list of fun activities you can consider:

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1. Virtual Happy Hours

Despite having employees working from home, companies must ensure that business operations continue without risking employees’ lives. This opened an opportunity to find creative ways to interact with each other to avoid boredom, including attending corporate virtual happy hour with colleagues.

Virtual happy hour doesn’t mean going to bars or pubs after work. There is no need to wait in line to use the bathroom or stick around for drinks, and none of your coworkers has to call a ride-hailing vehicle to take you home afterward. This is because employees can have conversations and share drinks over a video call.

Virtual happy hours allow remote employees to socialize in a confident and comfortable setting. Working from home can sometimes feel lonely and isolated, but virtual happy hours help people socialize, bringing a sense of connection and belonging despite the distance. This also allows employees to toast to each other from different locations, like when they used to go out for drinks after office hours.

2. Health And Well-being Activities

Cases of mental and physical health issues are more common today than ever before. Hence, incorporating activities beneficial for your mental and physical health into your virtual event is recommended to ensure you are well taken care of, even in a small capacity.

For instance, you can incorporate a meditation break or a short workout between sessions, depending on the event you’ll have.

Excited young man looking at laptop celebrating online victory

3. Online Office Games

Online office games have gained steady popularity since several companies adopted remote work setups. Such games are conducted via a secure videoconference platform and last for 90 minutes. These include trivia, icebreakers, and mini-competitions that somehow break the monotony of work duties employees have daily. The game is headed by an eager host to enhance engagement and entertainment.

4. Social Media Groups

According to Statistica, an average person spends about two hours a day on social media. So, you can create private groups on platforms like Instagram, Facebook, or Twitter for more virtual social connections.

For example, on Throwback Thursday, invite your peers to share an old photo with the team, and they will guess who’s in the photo. You may also ask teammates to tag someone on an image you’ll post, say, Ironman, who may be a favorite Avenger of one or two employees.

5. Virtual Dance Party

Dancing is a great stress reliever and team bonding exercise where coworkers can show their goofy and vulnerable side. To conduct a virtual team dance party, invite your coworkers to a video call, then create an enthralling playlist that will call for silly moves.

Another alternative to a dance party is to hold a silent disco. Here, each participant dances to the music they choose on their headset. Joining a silent disco is easy as each attendee dances to a song of their choice, and teammates can guess the song based on the moves. Virtual dance parties involve movements that may help workers blow off steam without thinking or talking to anyone; only rhythm does all the talking.

6. Digital Prom

Everyone has that prom dress or suit sitting in the closet because there is no opportunity to wear such elegant clothes. However, digital prom allows coworkers to dress up and relieve their childhood nostalgia, using the same prom experience to help them bond.

Although this activity might be silly for some, it offers a playful way to interact with peers and overcome fear.

Conclusion

Remote working doesn’t have to be boring because you can spruce it up with fun activities for virtual corporate events. These are fun activities that ensure employees are lively and happy. So, if you’re looking forward to organizing a virtual corporate event, try the activities discussed here to lift your spirits.