Why Your Business Shouldn't Rely On Remote Support Alone

Remote technical support has plenty of advantages, including convenience and quick response times. Unfortunately, remote technicians can't solve every problem, and remote support can sometimes worsen the issues it's trying to solve. When a remote technician can't get enough information to resolve a ticket, it can often lead to frustration and long delays.

Many businesses rely on a combination of remote help desks and on-site computer technicians to help overcome these potential advantages. If you're considering using a remote-only option, you should first read these three reasons that on-site support is still essential for solving many technical computer problems.

1. Less Reliance on Internet Connections

Help desk teams often rely on remote desktop access to evaluate and solve problems. Workers without a high degree of technical aptitude often have difficulty explaining their issues, so it's more practical for technicians to see for themselves. Unfortunately, these solutions typically require a reliable internet connection, and network connectivity issues can create a frustrating experience for both parties.

On-site support can work through any issues with your employees in person without relying on technologies dependent on internet connections and third-party software. Your employees can demonstrate the problem, allowing the on-site technician to work through the case more quickly and efficiently.

2. Fewer Miscommunications

It's no secret that phone calls are often more prone to miscommunications than face-to-face discussions. A technician that's present with your employees can discuss the issues more clearly with less risk of a severe miscommunication that may drag out the resolution. If a solution doesn't work, your employees will be able to demonstrate that more quickly and clearly, as well.

Another added benefit to more straightforward communication is that your employees may be less frustrated with technical support in general. As a result, they may be willing to contact an on-site technician more quickly, knowing that their problem will be heard and understood. A greater willingness to work with support can mean your employees spend less time troubleshooting problems.

3. Easier Hardware Diagnoses

There's no class of problems that remote techs often have significant difficulty solving: hardware problems. When a piece of hardware fails, there's no substitute for having someone on-site to investigate the situation and identify the faulty component. If the computer doesn't turn on at all, remote tech support may have few options available to perform a thorough diagnosis.

On the other hand, on-site technicians can quickly see what's wrong and even replace the broken component using available spares. Many diagnostic tools also require booting from USB flash drives or otherwise physically interacting with the hardware, tasks remote support are usually reluctant to ask non-technical employees to perform.

Ultimately, every business can benefit from robust computer support services. On-site technicians should be a critical part of the technical support team for businesses of any size. For more information, contact an on-site computer support service, such as Defined Entertainment Design.