While developing programming. There is a need technical support to solve users problem while using our software. Here we give to you recommended step as a Technical Support.
Collecting Information
When user contact you:
- Get user details. Commonly we need user information (name, contact number, company name and email), software information (product name and version) and desktop/laptop information (window name, specification, system type (server or personal)).
- Get user problem. List out what was their main problem.
- Get user step by step process until reach the problem.
- Get print screen of the problem. ask your user to send the appearance when that problem occur.
Understand the problem
- Try follow step done by the user.
- identify possible source of problem. Normal source of problem due to user Laptop/desktop, Our software bugs, user lack of understanding to use our software, company system which is server.
Solve user problem
- Contact user.
- Solve it. Solving type can be several way either meet the user, control their desktop/laptop by online, ask user to follow our step by step that we give the them by email.