Comments on: Help Tech Support, The Sky Has Fallen

By: Lynette Chandler

Lynette Chandler — Wed, 08 Sep 2010 03:54:02 +0000

Oh yea. Always. Not only just backups but I think having plan B’s or at least the flexibility to anticipate for failures is always good.

By: Computer COnsulting Company New York

Computer COnsulting Company New York — Mon, 06 Sep 2010 15:41:39 +0000

WHile technical problems is unavoidable, the single best piece of advice is to always have your data backed up. Even today, people dont do this properly.

By: joe gelb

joe gelb — Thu, 28 Aug 2008 07:25:21 +0000

Deffinitely tech help is key!

By: Lynette Chandler

Lynette Chandler — Mon, 25 Aug 2008 22:43:43 +0000

@Ed: Excellent advice! I am 100% in agreement. The system we need to set up is not so much for outsiders but a quick guideline that should answer the crucial question, “What do we do if there is a complete melt down?”

@Your friendly neighorhood computer guy: I think you should do it. A knowledge base is one of the first places I head to when in need of help. It really can cut down a huge load.

By: Your Friendly Neighborhood Computer Guy

Your Friendly Neighborhood Computer Guy — Fri, 22 Aug 2008 15:27:18 +0000

In my business planning process, I’ve been considering implementing some form of do-it-yourself emergency help via my new company’s website for existing clients. That way, if for some reason we’re not available to help, they have an alternate resource for a fix. Some sort of FAQ or “common solutions” list may be a good starting point. That way, I can still provide computer support to my customers without the need to be at their beck and call 24/7. Win-win!

By: Ed Roach

Ed Roach — Fri, 22 Aug 2008 15:01:28 +0000

Gawd Lynette, just reading the scenario made me cringe. You see I’m in the midst of developing my first email marketing campaign. There are so many parts and while I’m not an idiot technically, I am not a geek either. So setting up the systems is VERY confusing at times.

One piece of advice I would give is to have materials ready that address technical problems and our sincere efforts to resolve them. This would go out in the form of an email. If the volume is modest I would call the parties affected and personally give them piece of mind that their money is safe until the problem is fixed.

This personal touch would be my first choice as it it elevates my brand in the distressed buyers eyes. Some times technology is just too impersonal.

My efforts in everything I do MUST be on-brand.

On the systems provider side, I suggest that they have a live chat area for Tech help. I use and love this type of support. As you say, planning is the answer from all perspectives.