You used to order a pizza over the phone. Now you can, and do, order pizza online. And it is not because we like Italian cuisine that we are talking about, but that all businesses take advantage of the online space to build a model of delivery of products and services. Ecommerce portals target online advertising to capture market space and get their product off the shelf. This doesn’t mean the good old-fashioned supermarket is closed yet, but shopping online doesn’t mean you have to get out of the car and bring things in paper bags.

So, the question is, why is online tech support still clinging to the toll-free helpline idea? PC troubleshooting can be a complex, multi-layered task that requires technicians with specific skills to solve each of the issues at hand. Platforms that companies like HCL Touch use to provide online technical support allow remote access to the user’s computer as long as the user is connected to the Internet. Microsoft Windows XP and later come programmed to allow access to multiple ports for troubleshooting purposes.

Phone support is an essential part of the troubleshooting conversation not only because it allows the technician to better understand the issues, but also so the customer understands the level and quality of service that will be provided. Certifications are a significant indication of capability, and companies such as Apple Inc. and Microsoft Corporation issue standards for technical support. Once your support call is queued, your issue is identified and transferred to the expert.

Often, the user cannot access the computer because their system crashed or the computer crashed. Internet and email problems are most often due to a faulty connection, and it becomes impossible for the user to call online technical support. What you can do call the helpline number and get step-by-step instructions on how to enable the network on your computer. Once remote access is generated, the technician can resolve other issues remotely.

The best part of online support is that I can call them at any time and have my problems resolved 24 hours a day. This is especially useful for people like me who work from home office and have to send emails at 2pm. There is a subscription fee for this service, but I have to say that it is much better than taking my computer to the store or having a technician come and check it out. It’s nice to have a trusted technology partner who knows what they’re doing. The best part about a tech support company like HCL is that they have been an OEM for the last 3 decades and they really know how to get around technical issues.