Your Business Communication Software Can Improve Tech Support — BROSIX

July 15, 2019Instant Messaging

In the age of productivity hacks, business communication software is increasingly sought-after by large organizations, SMEs, and startups alike. With good reason, too. All-in-one solutions, for example, provide companies of all sizes the capability to boost everything from internal communication, team collaboration, and even customer success.

Tech support is no exception. In a world driven by tech, timely, efficient, and effective support can mean the difference between high-performing and floundering teams, customers and ex-customers, profitability and… well, do we really need to go on?

If you’re not employing a business communication software, or you are and you’re not using it as a tech support solution, you could be doing your stakeholders a major injustice.

In many instances, business communication software can improve tech support. Here’s how!

Effective Tech Support Begins with Effective Communication

As more and more organizations are made up of distributed teams and remote workers, providing prompt and effective tech support in a way that maintains both the productivity of workflows and the security of internal data and information is increasingly difficult.

The speed of communication directly correlates to the efficiency in which issues are addressed and resolved. Yet team members often don’t have the luxury of paying an in-person visit to tech support.

Efficient channels of communication are key. An effective business communication software helps not only to prevent internal processes from breaking down, but to optimize the standard of tech support necessary to keep teams performing at a high level.

  1. Consider establishing a support-related chat room. This allows for free-flowing discussion among teams regarding problems, solutions, and suggestions, as well as the transfer of support-related data like screenshots. Utilizing real-time chat capabilities provides constant connectivity between the necessary stakeholders — developers, QA specialists, system admins, and those in need of support, of course — while allowing tech staffers to handle multiple conversations simultaneously.
  2. For in-depth discussions and complex demonstrations, take advantage of voice and video chat. Text-based inquiries and responses can sometimes over-complicate things. Plus, the more personal nature of these channels, as well as the ability to pair them with collaboration tools, helps you reach a meaningful solution, and more quickly.
  3. Have robust security protocols in place. With remote workers and freelancers you can never be completely sure of the security of their device or the network from which they’re working. Peer-to-peer communication channels, end-to-end encryption, and anti-virus and malware integration over a private team network, however, provide both a preventative line of defense and a real-time communication and information safeguard.

Screen Sharing Remains a Vital Tech Support Solution

There’s no shortage of screen sharing options on the market, let alone use cases, to boost teamwork and collaboration around the office. As traditional office settings continue to change, though, screen sharing’s original purpose — tech support — has never been more useful.

IT specialists and team members often operate from different physical locations. At other times, technicians face workloads inopportune to physically visiting the employee in need of support.

The ability to share a given computer screen, as well as provide technicians remote desktop access, bridges these gaps; saving not only time and effort on the part of each employee involved, but valuable company resources, as well.

Using screen sharing and remote desktop access conjointly provides a direct interface between the technician’s work station and the end user’s desktop, leading to quicker resolutions and clearer explanations.

Pairing screen sharing capabilities with real-time communication like text chat and voice and video capabilities allows you to simultaneously walk through explanations verbally while showing steps visually; streamlining onboarding processes, tutorials, troubleshooting, and more.

  • Assist a new hire in configuring their computer
  • Describe complex explanations regarding new tools and software setups
  • Demonstrate a new product with the relevant teams prior to launch
  • Troubleshoot software and hardware problems remotely

Don’t Overlook Screenshots

Contacting tech support is usually a last resort. And that’s not by chance. Spending time on the phone or composing a wordy email, trying to convey your message in a way which is clear to tech support, and then trying to decipher the response can be a nightmare.

Offering a wide range of benefits — like boosting collaboration and helping you electronically manage invoices and receipts, to name a few — screenshots also lend themselves to clear and visual explanations, saving all parties involved time, patience, and a little sanity.

By sending a screenshot of the error message, problem, or point in question, you provide tech support not only with an instant visual representation of the issue, but important supplementary information like device, operating system, and browser information.

Support can then mark up the screenshot and return it, providing you a visual demonstration of the necessary solution or steps to take; all with just a few clicks, minimal navigating, and no wordy emails to decipher for each party involved.

What’s more, incorporating screenshots into the tech support process via a business communication software:

  • Eliminates potential language barriers posed by email and phone support
  • Provides a documented record of the support-related case
  • Allows for saving and future referencing of support-related information

Meet Customers on Their Level

12 hours and 10 minutes. That’s the average email response time for customer service inquiries.
For tech-related support, that’s a long time to wait. What’s more, as 53% of customers would prefer chatting before calling, it’s apparent that customers expect not only a faster response, but one that meets them on their preferred channel of communication.

Live chat, for instance, is preferred by customers as it:

  • Lets them multitask — When customers aren’t faced with convoluted email chains or phone calls hindered by lengthy options menu and long wait times, they can more freely go about their task load.
  • Connects them instantly — By removing tangled email chains and endless options menus, customers can connect with a technician instantly.
  • Addresses issues immediately — Long email response times and multiple replies by both parties mean that solutions via email support can take days to reach.

In addition, the extra seconds afforded by live chat to formulate more thoughtful responses, as well as the ability to link to FAQ databases and supplementary information, provide customers more accurate and effective tech support.

Live chat solutions, such as that offered by Brosix Instant Messenger, don’t just provide customers a tech support option that’s timely, familiar, and efficient, though. They afford you greater management of and control over the support process.

  • Full control over the employees which have access to the live chat feature and site visitors ensures customers always reach qualified and experienced agents.
  • Chat History Archives provide key oversight of the support process and allow you to improve practices for better quality control.

In Conclusion

As you can see, business communication software isn’t just for streamlining internal team communication and collaboration.

Today’s all-in-one solutions can improve tech support, as well, by featuring:

  • A variety of robust channels for productive support-related communication
  • Screen sharing and remote desktop access for more effective tutorials and troubleshooting
  • Screenshots for support that’s both instant and visual
  • Live chat for support that’s timely, efficient, and familiar

By examining your organization’s support-related processes, and utilizing these channels and tools to their maximum power, you can begin to improve tech support today.

Originally published at on July 15, 2019.

Brosix is a cross-platform team chat and collaboration tool, ideal for everyday communication for business and leisure.