Tech support for mediators and other everyday people

One of the most vexing challenges of being a small office or home office entrepreneur is access to smart, time- and cost-effective tech support when something isn’t working.

When I have a tech problem, I want:

• To speak to a human…and the right human to help me.
• Not to spend time guessing which department in the phone system is the best one to help me.
• Not to wait in a very long phone queue.
• Not to be the person on whom the new tech support trainee is learning.
• Not to be told by the hardware manufacturer that it’s the software’s fault, and the software manufacturer that it’s the hardware’s fault. I have little patience for being their pingpong ball. Give me tech support with an interest in helping, not blaming someone else.
• An answer. A cure. A resolution. Fast. Because every 30 minutes I’m on the phone in the middle of the business day is 30 minutes of lost work in my business.

These seem to me like simple wants, yet it’s the rare technical support that consistently delivers them to me. [Read more]