Computer Customer Support

We have all, at some point in time, come across the unnavigable web of customer support in one industry or another.  I have days where I want to pull my hair out because of the run-around that support hotlines give me.  The question for someone like me is:  How do I make small business computer support personal for the customer?

One may argue that large companies that use enormous networks of extensions and endless menu options breed efficiency.  To an extent, this is true.  They're able to weed out what kind of problems customers are having with the products, and then sort them into different departments.  I, for one, do not believe this works as a form of Indianapolis small business computer support.  But what happens when your problem falls within multiple options on a menu?  I'm not sure about you, but there's no key on my phone that says "a little bit of #1 and a little bit of #3."  So, without a person to speak to, how do we really identify the computer issues at hand?

The best way to solve an issue is to outline the symptoms that presented themselves.  The only way a customer can truly do this is if he or she is speaking with a live human being.  As far as I'm concerned, it is the only way to perform customer support.  I receive a myriad of phone calls throughout the day, and I do my best to give a direct answer in relation to the issue.  If I cannot provide an answer, then I ask another live human being in the office.  Everyone is happier when they don't have to argue with an automated operator who cannot tell whether or not you said "tech support" or "wreck the fort."

So to anyone out there who'd like to voice his or her concerns to a real person, my ears are open and ready to assist you.  Here's to live customer support!