6 Signs Your Business Has the Right Remote IT Support Services

signs you have good remote support

Remote support is a lifeline to businesses that need immediate help for their in-house IT or workers trying to salvage a workday. Having an effective remote support company as part of a business’ safety net can be the difference between hours of downtime and lost business and getting back on track in a few short minutes. Understanding whether you have good remote IT support services or need an upgrade is a simple matter of ensuring the organization embodies these six positive signs.

Automation Takes Care of Simple Requests

One sign of a great remote support company is that many of the simple solutions are available as part of a self-service platform. For example, some remote support businesses will allow a client to log in to their account and access a list of common solutions to various problems. If the network is not acting properly and needs to be reset, it can be done automatically and remotely without requiring intervention from remote support agents or technicians.

The Support Center Has Easy Solutions for Customers

How hard is it for your business to get the solutions they need from the remote support company? Do you need to go through menu after menu to get to the tools that you already need? That should not be the case. A good remote support company knows what its customers need and make it simple for them to get to it. For example, live customer support should be available upon request at every point during the support interaction instead of being locked behind page after page of customer responses.

Remote Support is Fully Integrated on the Business’ Site

A business should not have to request remote support for an issue. The ability to access direct remote support should be integrated into the customer’s journey. That way, when they are putting in a support ticket, clients can see that they have a direct line to help when they are suffering from a serious problem.

The Business Solves Issues and Prevents the Next Ones

Remote support businesses understand that problems tend to cascade into others. If a company with HIPAA implications has a risk assessment performed and it comes back and shows serious deficiencies, then the next problem will be how to secure their workplace. That issue requires personnel training, new security measures, and more. Your remote support should anticipate your future needs after they identify your immediate problem and offer solutions.

The Remote Support Teams Actively Work Together

A good remote support company will have seamless interactions between their technicians in the field and agents in the remote office settings. That means the total amount of time to solve a problem should be very low if you have remote support and a technician on the same task. Furthermore, the technician should come to the job site with a good idea about how to quickly fix the problem because they have been informed by the remote support agents.

Most Issues Are Resolved Remotely

Every call to your support center should not result in a technician coming to your workplace and adding billable hours. A remote support company is most useful because it solves problems without stepping foot in a business. Remote support techs visiting your site should not be a common occurrence when most solutions can be delivered over the internet. Of course, there are some cases where work must happen in-person.

If your business is lacking these six signs, then it may be time for a switch to a provider like AE Technology Group. As a Managed Services Provider with over two decades of experience helping customers, and a member of the WheelHouse IT family, AE Technology Group has what it takes to swiftly help clients get the support they need. Their offices in Fort Lauderdale, Long Island, and Los Angeles allow them to deliver on-site and remote support to small and medium-sized businesses in the busiest corporate hubs in the U.S.

Proactive Customer Services Are Keeping Business Running Fluidly

proactive customer service

2020 has been filled with challenges and many small and medium-sized businesses have been put through the ringer. With everything going on, and many things causing obstructions to business-as-usual, getting out in front of the things you can control can pay great dividends for your business. Today, we’ll take a look at how the managed service provider can help you stay on top of everything.

What It Means to Be Proactive

A lot of business is preventing major swaths of downtime. Seriously, the more downtime you have, the less you get done. There are plenty of risks inherent in doing business, so being more proactive allows you to mitigate them more effectively. Think about it, a problem pops up in your business, you immediately stop what you are doing to fix the problem, which takes you away from the productive endeavor you were working on. By being proactive, however, you ensure that no problem exists, making certain that your time is used productively. If the effectiveness of your business comes down to the amount of time you can focus on it, being interrupted with constant problems to fix destroys that focus.

Avoiding Downtime

Your business isn’t some publicly-traded, multi-national company. If the most lucrative businesses faced even an hour of downtime, they are wasting six, sometimes, seven figures worth of capital. That’s why they routinely write proactive measures into their processes.

For your business, the amount of wasted capital will be substantially less, but it might just be a larger percentage of revenue lost or capital spent. This can sink your business; and, it doesn’t just come from having to stop what you are doing. Downtime can be problematic in these ways as well:

  • Customer frustration – Your relationships are extremely important. Too much downtime can have a major negative impact on your customer relations. Not only will customers be inconvenienced, they will let you know it. This time spent smoothing everything over can get extremely expensive, especially for the small business that needs their people to be productive, not engaging in costly support roles.
  • Staff frustration – As hinted at in the previous paragraph, many small businesses rely on their staff to do more than one job. One of those jobs isn’t always fun. That is a customer service representative. Many employees–especially if they were hired for a specific purpose–tend to get fed up when they have to spend a large chunk of their work life supporting a faulty product.
  • Exorbitant cost – Cost will always come with downtime. If you are paying people who should be building your product or service to sit around dealing with downtime, you are wasting valuable capital.

By being proactive you are effectively controlling the amount of downtime your organization has to deal with.

Being Proactive!

At AE Technology Group, we offer a couple proactive services that could really make a difference in the profitability and efficiency of your business. They include.

  • Remote monitoring – Your hardware and network need to be in tip-top shape for your staff to be as productive as they can be. By remotely monitoring your entire IT infrastructure, our knowledgeable technicians can find even the smallest incongruency. Doing so before downtime has a chance to rear its head and affect your business works to keep downtime to a minimum and productivity high.
  • Cloud computing – Moving some of your IT to the cloud is a proactive move as public cloud resources are typically managed by the provider. Having a cloud provider take on the comprehensive management of your IT, while also gaining anytime, anywhere access, is a sound strategy for any-sized business.
  • Patch management – Software vulnerabilities can be a major problem for your business if the wrong people find out about them. Our team keeps your software patched and up to date.

Building a proactive business strategy can help you get out in front of some really difficult problems. Call our IT experts today to learn more at (877) 771-2384.

Cool Technology Gifts for Employees for the Holidays

cool technology gifts for employees

Most people like new technology, whether it is a lamp shaped like the moon, a new video game console, or just a gadget that may improve their life a little bit. We looked around to try and find some business-esque technology the professional would be able to use in their office (or home office). Let’s take a look at them now:

Power

Every technology user runs out of power at some time or another. Typically, the home office is built inside the home, so finding enough outlets can be problematic. Surge protectors can provide these outlets, but can often burn out quickly or be a fire hazard. Today, there are surge protectors that not only provide an increase of outlets, they can also work to protect your most important technology: your computers, modem, router, etc. from fluctuations in electric current.

Besides this there are other power-related options such as power banks and wireless chargers that will keep people connected while they are out on the go. When buying power-related gifts, make sure that the recipient has hardware that is compatible with the option you select, to avoid embarrassment.

Comfort

For the person that prioritizes comfort, you might want to find something that will keep them cushy. These gifts can range in price from a dollar to thousands of dollars, but regardless of what your budget is, you should be able to find something adequate for the people you love.

Options such as a new desk chair can completely change someone’s outlook and ability to sit comfortably through the day if they work at an office/home office. Other options like blue-light filtering glasses that are a good option to help avoid eye strain or a smart mug that keeps their beverage warm longer are perfect. Since everyone appreciates gifts that make the daily grind easier or more enjoyable, this is a great way to go for the professional in your life.

Personality

This year has been rough as most desk workers have been working from home, and many have had to figure out how to work out a home/life balance when everything they do is ostensibly from home. There are some gag gifts and even services that you can give that could be great at getting people more relaxed as they work from home.

Gifts as simple as a Newton’s cradle, fidget spinner, or Rubik’s cube can help people relieve stress. Other options include a miniature punching bag for the high strung, to a desktop putting green for the golf aficionado that everyone knows.

What technology will you be giving (and receiving) this holiday season? Leave your suggestions in the comments section below and stop back here for more technology-based reading soon.