When A Simple Reboot Won’t Fix the Problem
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
Want to hear some good news? There are plenty of tools at your disposal to take remote support beyond just a simple reboot. Remote monitoring and management tools have much of the power necessary to make your job easier. Control systems have in-depth troubleshooting tools that have been developed over decades to improve your visibility. Furthermore, device manufacturers realize the importance of exposing more information on the health and status of their devices so you can get a better picture of what’s going on.
The golden age of service is in clear view, and it's based on enhanced insight. Machines will make troubleshooting easier, your visibility into devices will continue to improve, devices and systems will begin to auto-heal, and your job will get easier, even as it grows more profitable through service plans. It’s an exciting time to be a technology superhero.