How to get the most out of your technical support.
When you call tech support do you have to wait a long time to talk to someone. While it is rude to rush a customer off the phone sometimes it is more courteous to other customers if you are prepared before you talk to a technical representative. Have your login information available. You should keep a list of your usernames and passwords and keep them in a place that is both convient and safe from prying eyes. You should have on your list what is the password associated with, ftp, email, control panel, blog, shopping cart, billing and more. If you have this information on hand and know what the username and password is for it will greatly help tech support login to your account and see the issue the way you see it.
Be at the computer that is having the problem. You would be surprised how many calls I have received that go like this, “I’m at work but I’m having problems with my computer at home.” It is very hard to say to the customer, I know your having problems unfortunately you will have to call back when you get to that computer. Technical support cannot walk you through the neccesary troubleshooting steps unless you can replicate the issue at the computer you were having the issue at. Sometimes you have the issue at any computer, and sometimes the problem maybe with your internet service provider, router, computer software or router.
Where is the webpage your having login problems with located ? Technical support is all about perspective, how can we replicate the issue ? Logging into your control panel to see email, using outlook to send and receive email, and use webmail are very different ways of getting your email. We need to know what page you are in or what tools are you using when your having the issue. If you call and say “I’m having problems logging in” be specific. What are you having problems logging into, where is the page located on the internet. Is “control panel” for billing, managing your e-commerce store or the one where you manage the features on your hosting account ? I usually ask customers on the top left what color or graphic do you see? For example cpanel comes in blue and green, webmail has its on graphics and os commerce has its own.
Should you be using your work computer to work on your personal website? Sometimes your network administrator may block your site or certain types of access for security reasons. They might disable FTP, webmail, access to your hosting control panel or block your website address entirely. When you call in to tech support they can perform a few basic tests with you and sometimes they may tell you its an issue with your network and you should contact someone there to further assist you.
How long have you had this problem ? Did you install anything new on your computer or on your website? Sometimes you may have upgrade your blog software to the newest version and some of your plugins don’t work correctly. Installing new software such as spyware, firewalls and updating your browser may actually prevent you from performing basic functions such as ftp, webmail, getting to your control panel or even getting to your site.
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By: solarbluseth
web hosting guru
