I am sure in the ’60s The Beatles didn’t imagine their lyrics tied to an article about tech support. However, since I am a Beatles fan and every time I hear someone say “Help”, this song pops into my head. In this article, I am going to outline the 5 best ways to make sure you get the most out of any tech support experience.
1. Communicate Clearly
When describing your issue, provide all of the facts before your opinion. Depending on the issue, your facts may change. For example: are you working in the office (Not this month, obviously!) or are you remote? Is the issue happening to everyone or just you? If you don’t know all the info needed, don’t worry. The tech should be trained to ask the right questions.
Also, respond in a reasonable time frame. We often hear stories on the support side about users calling frantically about an issue and then not available to work on the issue or answer questions for a month!
Lastly, keep it simple. You don’t have to use “tech terminology” to explain your issue. Plain English is fine. Screenshots (If applicable) and clear sentences go a long way!
2. Don’t be a Stage 5 Clinger
I have had clients ask for support the following ways:
- Call my office
- Call my cell
- Email me
- Text me
- Email support
While all of the options may be acceptable ways to communicate a support concern, doing them all simultaneously is not ok! I have had this happen! True Story!
Instead, it’s best to find out the best method to contact the company for which you need support and use it! (For us it is: firstname.lastname@example.org).
3. Follow the instructions
If a support person asks you to try something to resolve your issue, then do it! I can’t tell you how many times I hear stories users asked to reboot a device, say they’ve rebooted it, only to find out later that the device hasn’t been rebooted in months! By following the instructions you are given, it allows the tech to work the issue and escalate as necessary. Spoiler alert: Turning a device off and then back on again works wonders! Just make sure it’s not a server or some critical device. If you’re not sure, don’t do it!
4. If you mess up, fess up!
If you’ve made some sort of error or mistake and you contact tech support, let them know that. It may be a blow to your ego to admit fault, but it’s a lot easier when the tech knows exactly what you did (or didn’t) do. For example, if you delete an important file, the ability to recover that file is directly related to how much time may have elapsed since you’ve deleted it and then called tech support. Clicking links by accident is also very time-sensitive.
5. Be kind and courteous
Remember, the tech isn’t necessarily the person who physically designed, assembled, or programmed your device. Therefore, taking your frustrations out on them is not only wrong, but it is actually going to negatively impact your ability to receive good support. Think about it. If I called you up angry and irate, would you want to talk to me, let alone help me?
I hope these tips help you resolve your support issues quickly and efficiently. Lastly, it is ok to contact tech support and say “Thanks!” when your stuff is working well. I have had one client do that ever, and I always remember that when they contact me!