When A Simple Reboot Won’t Fix the Problem
Duct tape will fix a leaky pipe, but when you call a plumber do they just wrap up the pipe and go on their way? You could have done that yourself. You call a professional for a permanent fix.
Likewise, performing a simple reboot fixes your technology customer’s problem in the moment. But it’s really just patching a bigger issue. So what can you do to take service to the next level?
Home technology has evolved tremendously over the past few years, but each innovative new device creates another possible point-of-failure in the technology system. As a home technology professional, you’re fighting more issues than ever to keep your customers’ experience seamless. Likewise, your customer is fighting more issues than ever.
The good news is that there are now cost-effective solutions for remote support. The most popular and convenient is remote power management. When a device locks up, you can just open an app and reboot the problematic device. In many cases, that’s “problem solved” for your customer, and you look like a rock star!
While remote reboots are a great short-term solution, they often are treated as the only solution. This is a huge opportunity to improve your quality of service, and instead of looking like ordinary rock stars when your remote reboot saves the day, you’ll look like a superhero!
Here are some everyday examples of where you might need to take your service and support beyond the go-to reboot.
- Device health insights
- Wi-Fi issues
- Network performance problems
- Internet Service Provider (ISP) outages
- Programming bugs
- Improper device configuration
- Invalid control commands
- Bad communication channels
- Poor video or audio quality
- History of systems performance (24/7/365)
- Instant remote access
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