Profit from the Efficiency of Tech Support Software
Added Jun 17, 2009
Software and hardware problems hamper productivity in any business?big or small?and for this reason it's always a good idea to invest in good tech support software. If you have an in-house IT department, chances are these people are often lodged with various technology-related complaints. These include computers not booting, software not working properly or systems that are virus ridden. What's worse is when employees report data and productivity losses due to software or hardware crashes. That leads to low morale and wasted time. Employees scamper to redo their hard work, and they exert pressure on the IT staff to fix their problems.
Good tech support software would be helpful in automating reporting of problems, and will also help your company find trends and statistics that can help in pointing out recurring problems, and avoid buying bad software or hardware. Tech support software should be able to aid the IT staff in prioritizing which problems to fix first. For the bigger picture, good tech support software should help management in their decisions on what software or hardware to upgrade, and which brands and software titles to purchase in the future.
Here are a few ways a tech support software can help company efficiency and ultimately add to improving the bottomline.
Emailing or calling the IT staff can be tedious and time consuming. If an employee has a problem, most of the time the email or call would just say ?my computer does not work? or some other generic complaint. IT staff would then have to ask what specific error messages were displayed, what applications were open, and what actions led to the error or problems. A good tech support software would have an interface where users are asked to submit additional details that would help IT staff better diagnose the problem. For instance, helpdesk software can be accessed on the Web, and users themselves can submit their ?bugs? or problems, and then can even attach screenshots to help diagnose the problem.
A lot of minutes or even hours are wasted when tech support personnel guide the end user over the phone on what to do, which applications or icons to click, and to read the resulting error or notification messages. In cases where an IT staff needs to do hands-on work on another person's computer, he might have to leave his own office to personally check on the employee's computer. A better way to do this is through remote administration.
With remote administration software (which is usually built into any Windows XP professional and Mac OS X installation) the technical support staff can diagnose the problems at the comfort of their own desk or workstation. They simply log in to the problematic computer as a remote administrator, and they can see the desktop on their own screen, and control the mouse and keyboard inputs. This saves precious time, compared to talking on the phone or physical inspections.
Another way companies can benefit from good tech support software is by spotting trends and upcoming issues even before a problem grows to be big. For instance, a lot of employees are submitting support inquiries about the same piece of software or hardware. This can help IT staff look into the root cause of the problem even before it becomes worse. These trends can also help managers make decisions in the future. Software or hardware that are often the subject of bug reports would no longer be ideal purchases in the future, for instance.
In most cases, the efficiency gains from tech support software add to productivity and lessen costs related to lost time, lost data, and wrong decisions, which can be expensive in the long run. In this way, installing and using a good tech support software can boost productivity and ultimately enhance your business? profit.
0 comments on "Profit from the Efficiency of Tech Support Software"