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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.

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Tech Support

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.

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.

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Internet

Can the UK Host Europe’s First Spaceport?

In the race to launch the first rocket from Europe, can the UK come out on top? With the plans for two new UK spaceports based in Scotland underway, these may present Great Britain’s best chance of success.

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Can the UK Host Europes First Spaceport

The United Kingdom can boast an enviable record of excellence with its contributions to science, engineering, and technology, especially in the field of aeronautics. Therefore, it’s surprising that Great Britain hasn’t yet achieved a vertical rocket launch from the country’s soil, despite the abundance of scientific expertise in its space industry.

Now, the United Kingdom is targeting 10% of the worldwide space industry by 2030, and its success in the endeavor is likely to hinge on the progress of two new UK spaceports.

1. Spaceport Development in the UK

Despite the difficulties posed by the coronavirus pandemic and the continuing fallout from Brexit, the UK is still aiming to build new spaceports on British soil very shortly. The government and space industry hope to boost British enterprise, provide a platform for the nation’s scientific talent, and secure considerable economic benefits.

UK science minister Amanda Solloway stated that the new UK spaceports would “cement the UK’s status as a global space superpower.” The UK already makes sizeable contributions to the global space industry with its technology exports. The annual UK satellite export market is valued at over $300 million, while more than £360 billion of broader UK economic activity is supported by satellite services.

Indeed, small satellite (smallsat) technology promises the most significant short-term growth for the space industry’s future. Many of Britain’s most innovative smallsat companies are located in Scotland, which, combined with the local geography, makes the UK’s northernmost part an ideal base of operations for developing the country’s space industry.

It’s no surprise, then, that Scotland has been chosen as the location for two different spaceports with two very different profiles. While plans for other UK spaceports in Wales and Cornwall are also in progress, if Britain launches Europe’s first vertical rocket, it will likely originate from one Scottish spaceport. Now, it continues to be discussed which will strike first: Space Hub Sutherland or the Shetland Space Centre.

2. Space Hub Sutherland vs. Shetland Space Centre

With a proposed site amidst the beautiful Scottish Highlands on the A’ Mhòine peninsula, the construction of Space Hub Sutherland is scheduled to begin soon, with an eye on launching rockets before the end of 2022. The spaceport will launch rockets carrying payloads of up to 500 kg, the first of which will be a rocket made by Orbex. Although based in Scotland, Orbex’s founders hail from Denmark and Germany, with most of Orbex’s employees working in Denmark rather than in the UK.

spacex Host Europes First Spaceport

This is not the only setback that Orbex and Sutherland Space Hub have had to weather. This is not the only setback that Orbex and Sutherland Space Hub have had to survive. Previously, the American aerospace giant Lockheed Martin had come aboard as a partner at Sutherland Space Hub. However, it seems the US company thought better of the decision, as they have now turned their efforts to the Shetland Space Centre instead.

The original design for the spaceport included two vertical launchpads to enable up to 30 launches every year. However, due to ecological restrictions, the spaceport has been limited to a single launch pad and a maximum of 12 launches every year. It is also unclear why Orbex would have sought a bailout loan despite having secured millions in investment for the project.

Other objections to the Sutherland spaceport have come from Danish billionaire and the richest man in Scotland, Holch Povlsen. The emigrant entrepreneur has cited environmental concerns that conflict with the work done by his Wildland firm, which aims to rewild the Scottish Highlands. However, it’s also worth noting that Povlsen has a £1.4 million stake in the competing Shetland Space Centre, which he argues has more potential for success.

Shetland Space Centre is also looking to be up and running with its first rocket launch by the end of 2022, from a site in Lamba Ness on Unst, one of the Shetland Islands. The plans boast three launchpads capable of launching payloads of up to 1,000 kg for up to 30 launches every year. Lockheed Martin is partnering with space technology firm ABL Space Systems for a series of maiden launches from the spaceport.

Although the project promises to contribute £5 million to the local economy, planning approval has yet to be granted. The preferred site will require the demolition of a Second World War radar facility, which Historic Environment Scotland has argued is too high a price to pay. Suggested suitable alternatives could easily be found elsewhere.

3. When Will UK Spaceports Be Operational

The coronavirus pandemic has caused mass disruption to almost every industry on Earth, and the commercial space sector is no different. That said, the global space industry continued to grow in 2020, which is perhaps a testament to the sector’s future-proof potential. Suppose the UK is serious about leveraging its space industry to acquire a share of this market.

In that case, UK spaceports will have to be constructed before long, especially if Great Britain wants to realize its ambitions of becoming the first European nation to play host to a vertical rocket launch. Meanwhile, on the continent, countries such as Germany, Sweden, France, Norway, and Portugal, are all working towards making their space industries sufficiently competitive to increase their global market shares.

What are the uses of satellites

  • Television
  • Telephones
  • Navigation
  • Space science
  • Weather
  • Environmental monitoring
  • Safety
  • Land stewardship

4. Conclusion: Healthy Competition

The UK spaceports planned for Scotland both face their own set of challenges. Neither the Shetland Space Centre nor Sutherland Space Hub will find themselves wanting for customers if one or both of them can demonstrate the capacity for successful vertical rocket launches. However, the presence of two different spaceports in Scotland can only help to improve Britain’s overall ability for commercial space launches that are likely to make the country an attractive proposition for future investment.

The global satellite market proliferates as more and more industries rely on satellite technology to stay competitive. If these UK spaceports can establish themselves as Europe’s premier launch facilities, both the spaceport developers and the broader British economy are sure to reap the benefits.

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