Bobbi Dangerfield, Dell’s head of customer experience, shares her insight on how small businesses can have an awesome tech experience.
1. Take advantage of the diagnostic tools available on your employees’ systems and on the internet – for example, Dell provides diagnostics online in the form of Dell PC Diagnostics. If there’s something wrong with your Dell system, you can run this and organize a part dispatch without having to pick up the phone.
2. If you have employees based in a satellite office or work with freelancers, try using a remote desktop session to fix their software issues instead of sending someone to them. If your organization uses Google Chrome, you can install the Chrome Remote Desktop application from the Chrome Web Store to do exactly that.
3. Half the battle of trying to fix your employee’s PC is trying to figure out what setup they have. Take the opportunity to make a note of exactly what each employee has (PC model and make, network router model and make, software installed, etc…). Alternatively, you can make life easy for yourself by downloading a system information tool like Speccy to get that information. That way, you can start to compile a list of drivers that you’ll potentially need to fix their issue.
4. A lot of the issues that workers come across stem from clicking on links from less-than-reputable sites or e-mails. Education on what’s safe and not safe to click on is the key. For example, spam e-mails might appear to come from a colleague but when you hover over the link, the URL doesn’t appear to come from that person at all. Get your employees out of the habit of clicking on every link they see and you’ll save yourself a lot of work and money.
5. Automate their security regimes to make sure that their systems are as free from viruses and spyware as possible. Set up automated tasks in their operating systems or in their anti-virus and anti-malware tools to run these on a regular basis.
6. Stress the importance of having a backup to their data and a system image. For example, Dell has Dell Backup & Recovery which can do exactly that. Remember though to make sure that the backup and system image aren’t stored on their computer – the last thing anyone wants is to find out that the backup or system image is unusable due to a faulty hard drive.
7. It is always better to show how you fixed issues than just to fix it yourself and tell your employees afterwards. Sit down with them and show them step by step how to fix their most common issues – being proactive will save time in the long run.
8. If you find yourself regularly going out to save the day for your team, create USB flash drives with the most common utilities you use when fixing systems – an anti-virus program (like Avast or AVG), file recovery software (like Recuva) and anti-malware software (likeSpybot) should be the minimum that you have on the USB flash drives.
9. Direct your employees to tech help forums. Vendors often have social media sites with tech experts on hand to answer queries – for example, we use our @DellCares site to provide customer support.