There’s no doubt that remote support is a marvelous tool for IT companies and professionals. However, some IT businesses have a tendency to rely on it a little too much. This article presents three reasons why remote support is not something to “over-rely” on:
1. Client Contact is Important
Remote support is rather impersonal, especially if you’ve never actually met the user you’re helping at the other end. If you have a long-term relationship with a client, it’s important that they occasionally get to see you (or your support team) in person.
2. Remote Support Doesn’t ALWAYS Work
Remote access tools are no good when the Internet connection goes down at either end. Nor are they any help if, for whatever reason, the user is unable to properly initiate the remote session.
By all means, feel free to make remote support your primary means of fixing customer problems, but do not neglect traditional “talking it through” helpdesk support or onsite options, which will inevitably be required at some points.
3. It’s Important to Feel the Mood of the Office
Performing all of your client work from a distance leaves you out of touch with the atmosphere and politics at your client sites. It’s important to have a feel for various things – i.e. how business is going for each client and whether there are any key new personalities who may change the dynamic of the customer relationship. Make time for occasional on-site meetings so you stay in touch with how things are going “on the ground.”
Do you ever wonder if your business relies too much on remote support? Share your views in the Comments box below.
And to follow-through on the tips introduced in this short article, be sure to download your free copy of the special report on IT Service Contract Secrets for Getting More Repeat Clients and Recurring Service Revenue.
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