Advice from Techinline
Communication breakdowns in tech support occur for a number of reasons. Often, stakeholders struggle to express technical problems in written or verbal form. Those trained to communicate verbally might lack basic “techie” knowledge; meanwhile, those who are IT pros might have more limited skills with respect to writing emails or coherently and completely translating instructions into lay language.
Fortunately, support specialists and clients, whether they’re using remote access software or not, can utilize a variety of strategies to avoid miscommunications and the resulting frustration.
The Support Specialist
If you’re a support specialist… consider switching your mode of communication when you detect a misunderstanding. Switching from verbal to written communication, or vice versa, may help clarify the problem, for instance. Getting a visual representation of a technical problem might be the best of all worlds, since you won’t have to rely on an untrained intermediary to translate the problem for you. You can start a remote desktop connection to let you see the problem directly, even if you’re continents apart.
The Client
If you’re a client… you can help by cultivating a basic understanding of your problem before you contact support. Even the most talented support specialist may have difficulty understanding a problem that can’t be described in clear language. Provide as much detail as you can, and be sure to speak clearly and slowly. Call in a quiet environment, if possible, and ask for clarification when necessary. (If you don’t understand something, speak up!) It’s also good to have login and software or operating system information on hand when you call.
Techinline’s Remote Desktop Makes Support Communication Easier
Good helpdesk and remote support tools can help prevent communication breakdowns on both sides of the line. Techinline is a premier remote support software vendor; we help tech support professionals and clients communicate and solve problems more efficiently.
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