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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

You Can Do More Than Just Chat During Random Video Chatting

Published

2 weeks ago

July 23, 2021

TwinzTech

How to Win Big in Any Industry with Video Maker

Part of the appeal of random chatting is that you never quite know what to expect, but that doesn’t mean you can’t do a little planning ahead. You could rely on spur-of-the-moment inspiration to keep your chats going, but that isn’t always a solid plan. Besides, why settle for average when you could have something better?

Take Camsurf, for example – a solid option for a random video chat app with thousands of members from all over the world. On a site like this, you have all the flexibility you need to shake things up in each chat. If you feel like sticking with a chill conversation, that’s fine – but you certainly don’t have to! You could also come up with competitions, suggest debates, sharpen your linguistic skills, and more.

Why would this work? It’s all thanks to the unique format of random video chats.

Video chat sites are a few places where you can approach strangers and be fairly confident of a positive response. Sure, you won’t end up chatting with every person you match with, but that’s just because you weren’t what the other chatter was looking for. By and large, though, any random chat site will have thousands of strangers who would be happy to engage with you for a while.

Contrast that to how it would happen in person. In most cases, any attempt at starting a conversation fizzles out as quickly as a wet firecracker, and you’re left wondering if you said something weird. People don’t expect to interact with strangers except at a very superficial level, and if you attempt to go beyond that, it probably won’t work.

Since random chats give you a chance to talk to strangers who are already interested in chatting with you, could you take advantage of it? Don’t just stick with whatever pops into your head as each new chat loads; think of a few ideas that will be engaging for both you and your chat partners.

That sounds like a pretty tall order; are there any practical suggestions that could make this happen?

Consider this your starter pack. Use the ideas below as blueprints, or take them as inspiration when you branch out.

How To Make a Video Maker Work For Your Business

Table of Contents

1. See who’s online in the middle of the night.

Many random chat sites like to mention their international user base, which is a legitimate brag, but what they don’t tell you is that a lot of those users will probably be asleep whenever you’re online. You’re in one time zone, they’re in another, and never the twain shall meet – unless you decide to stay up late (or get up early) once in a while to see who you run into. If you’re interested in learning about other cultures, this is a great way to do it.

2. Look for what you know you want.

A random chat site’s algorithm will supply you with seemingly infinite matches, but sometimes they won’t be compatible – that’s how it works. If you want to narrow down your matches, here are two ways to make it happen.

The first way is to use specific filters. If your chat site of choice offers filters, they’ll probably have at least a gender or a location filter, and these are both great starting points. Gender filters make it easy for you to do a bit of online flirting, while location filters are more versatile.

One popular use for a location or country filters is to find native speakers of various languages. This is pretty handy if you’re picking up a second language, but it’s also a window into another culture. Take regional slang, for instance. How many sayings can you think of that are directly tied to the place you’re living in? When you trade phrases, puns, and tongue twisters with people from different countries, you aren’t just learning something that’ll impress your friends; you’re also getting a peek into a whole different culture.

The second way is to go backward. Rather than searching for a particular kind of chat partner, organize your chats around a specific topic. Start each new conversation by checking whether your chat partner wants to discuss your chosen topic, and keep searching until you’ve found someone interested in whatever you’re hoping to chat about.

This approach could serve more than one purpose. Maybe you want to discuss your latest hobby, so you’ve decided to find a chat partner who’s already an expert. Or, you’re thinking about getting a new dog, but you want to talk with someone who’s had first-hand experience with certain breeds.

Maybe you bit off more than you can chew when you volunteered to bring a dessert to the next family gathering, and now you need all the help you can get. It can take a little longer to find the right chat partner with this approach, but it’s usually worth the effort.

Video Promotion Ideas

3. Think of something to debate

As you’re coming up with topics, try to avoid anything that could lead to a full-fledged argument; things like religion or politics can be pretty inflammatory, for example. Instead, go for something more entertaining, like “dogs vs cats” or “is pineapple on pizza that bad.” Find a cheese purist and convince them that Velveeta is a legitimate option for cheese boards. Whether you’re joking or you’re serious, you could both get a kick out of it.

4. Have a singing competition

Even if you can’t carry a tune in a bucket, you and your chat partners can still have plenty of laughs during a mock singing competition. It’s pretty easy to find instrumental versions of popular songs, and you can even enlist some roommates, friends, or siblings if you need someone to judge your respective talents.

Let your imagination run wild!

Remember, if one of your more daring ideas doesn’t go as planned, you can start over in a new chat with a single click. What are you waiting for? It’s time to get creative and see what happens!