There are things in life we just expect to work. For example, traffic lights, coffee makers and elevators are all part of our daily routines. It’s only when they don’t function properly that we truly notice how much value they bring.
Most people feel the same way about technology. When computers and mobile devices run smoothly, information flows freely, emails soar through cyberspace and critical data is merely a click away. However, when technology issues arise, projects can halt at critical moments, important information can become inaccessible and communication can cease.
In these moments, you likely turn to your company’s IT department for solutions. But what about after hours, or at home, when you don’t have the tech guru in the next cube? Or what if you don’t have IT support at your small business? The good news is, you don’t have to feel stressed or helpless in these troubling moments. With a little education on some basic IT issues and online support resources, you might be surprised at how many technical issues you can troubleshoot yourself. Following are a few common “digital dilemmas” and easy ways you can resolve them.
My laptop was stolen! Is my data safe?
According to a recently released Microsoft Security Intelligence Report, lost and stolen equipment is a primary cause of security breaches for personal and company data. Before the worst happens, check to ensure your computer offers encryption, which makes your digital data illegible to unauthorized users. BitLocker Drive Encryption, one of the latest encryption technologies, prevents a thief from removing the hard drive and booting it up or using a software hacking tool; and it detects tampering, locking the system to protect data, files, email and intellectual property.
Why is my computer running so slowly?
When you have a cold or the flu, you probably function at a slower pace than normal. The same goes for your computer. If it’s infected with something like a virus, worm or malware, it’ll likely become sluggish and slow to respond. To protect your computer from the latest security threats, be sure to regularly install updates, use a firewall and download updated anti-virus and anti-spyware software. Other reasons your computer might be running slowly are that you have too many applications open at the same time or not enough memory on your hard drive.
Is it my hardware or software that’s causing the problem?
For the average computer user, it can be difficult to determine if hardware or software is to blame for a particular technical issue. Fortunately, software makers are collaborating more and more with original equipment manufacturers (OEMs) to develop a consistent customer support experience. This means if you need to consult your technical provider for assistance with your issue, more than likely, this party will be able to help you determine the source of the problem. Even if your issue is one that pertains to your hardware, your software provider might still be able to help you resolve it.
Where’s the best place to get technical help?
Unless your technical issue is affecting your Internet connectivity, customer support might just be a free click away. Phone, email and chat support is becoming secondary to online help. More than 75 percent of Microsoft’s customers have found success in online self-help and community sites, saving more than 595 million people from the need to call for paid technical support.
Numerous online support resources exist to help PC users quickly solve technical issues. For instance, there are thousands of online communities and forums that welcome technical questions of any kind and have searchable archives with answers to myriad questions.
Speaking of automated, built-in support, automation has eliminated the need to call technical support all together. The latest operating systems include evolved, automated troubleshooting and self-diagnostic tools that help users easily and independently resolve technical difficulties. Additionally, “Fix it!” is the industry’s first automated support solution that helps customers diagnose and solve PC problems with the click of a button. In years to come, consumers can expect even more predictive, preventive features that stop problems before they begin and offer a centralized and uniquely personalized experience.
Because computers have evolved into such an integral part of our everyday lives, it makes sense that our methods of dealing with “digital dilemmas” have evolved. Customer support no longer means just dialing a 1-800 number and waiting on hold to speak with someone before the day is done.
Today, customer support can begin and end with the user, as advancements in online support, troubleshooting tools and a wealth of shared information are available and intuitive, even for those of us without degrees in computer science. All it takes is a willingness to point, click and learn.
Darren Hook, global escalation manager, works with the Microsoft Customer Service and Support team, providing customer service and support solutions throughout California, including the North Bay. For more information on Microsoft support and free resources to help you maximize the value of your technology, visit www.support.microsoft.com.
