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Technical support has been calling the card for millions of contractors for over 20 years.

Like car mechanics in the 20th century, they exist to support millions of users of IT systems – many of whom have very little or no support from manufacturers.

Although there are numerous services for many years, such as GeekSquad providing 24/7 support, there is one problem that most of these service providers will not help with – software.

Lack of software support

Everything from web hosting, DNS, cloud email, and even systems running the web infrastructure (WordPress, etc.) require constant maintenance, assistance and support.

These are generally not covered by large technical support providers, leading “small” providers to fill the void.

Scope is simple – if you have a problem with WordPress, Microsoft Azure, Exchange, Office, Photoshop or any other software provider, there are several ways to get updates provided by a support company.

The difference is that most Support companies are NOT dealing with code – they are just surface problems that can mostly be fixed by looking at online guides. In fact, it is not uncommon for companies to find solely on the reliance of others [third party] information to help solve clients & # 39; problems.

For this purpose, if you have problems installing and customizing WordPress themes, managing inventory in Shopify, fixing JavaScript, ensuring that your web server is set up properly, fixing domain name issues, etc. – there are currently * no * service providers that can provide this level of precision, even at a cost.

This is where a number of “software” service providers have started providing services – giving companies and people the opportunity to have their entire digital infrastructure run as smoothly as possible while providing basic software-level support.

How it works

The cornerstone of all this is that there is a “gray area” between where many support companies operate and what clients need.

This gray area has only grown in the last 5+ years, due to the increasing importance of various cloud-focused technologies, most notably Microsoft advancing with Azure and associated services.

The “technology” business is going through a period of change. Soon “software” will ALL be considered “services” – meaning you’ll have apps on the desktop for the likes of Amazon, YouTube and Evernote – reducing the need for a web browser with the “do it all” tool. simply a device for consuming information.

While it doesn’t matter, what it shows is that the “market” is moving toward a fully software / service oriented model.

So we find a number of businesses that end up in a curious position.

They may need to manage, maintain and support their digital infrastructure … but they do not currently have a service provider that can assist them.

It may sound trivial … but things like how to set up Evernote in the most efficient way, design and implement effective systems with Zapier, or build a powerful spreadsheet for new businesses on Google Docs … no vendor has the ability to reach companies run their digital infrastructure as smoothly or efficiently in the “new” cloud era.

  • “Older” providers are also focused on hardware / infrastructure deployment issues … new providers tend to focus on minor issues like the iPhone, Android and other tools.
  • A focused “software” provider gives users the ability to maintain this infrastructure as efficiently as possible – basically giving advantage to many companies / consumers if they have * any * problems with their systems.

Both service providers work the same way (providing “online” support staff, email, livechat or phone contact – and “offline” support for localized updates) – the difference lies in the efficiency they bring.

Software-focused providers usually have much more experience with different software tools for users. For example, they may have some way of setting up WordPress or some Photoshop trick to ensure the best work.

This is why many companies have started looking for them as a means to ensure their growth.

What it means

Finally, software support companies provide a more cost-effective way to receive code-focused updates for many different errors that both “traditional” providers will not fix, and “software developers” don’t want to deal with.

The main competition with many of these service providers is actually the software developers themselves … many of them would be happy to provide $ 40 repairs similar to Upwork or Freelancer.

I personally have many clients who need a huge amount of updates, but in the end we did these repairs for free (because they weren’t such a big deal). Adding Google Analytics conversion tags, removing menu items in WordPress, automatically adding products to Shopify, managing CRM issues, etc.

The point is that a “software” support provider usually charges a monthly, quarterly or yearly fee to give customers the ability to contact them at any time of the day / night and get a response directly or pass the request on to a specialist who has a specific expertise in the area of ​​interest.

While many companies do not need service right away, it is a huge time span and a great safety net for people who can rely on their website to work – but have no one to give you immediate support if it falls.

For example, a WordPress blog that receives 50,000+ visitors a day could have support set up for ZERO infrastructure in the event of a downsizing or speed issues, etc. Who would pay for such a situation?

Coders are usually charged by the hour and most of them don’t really have much expertise on high traffic sites. This is the kind of situation where software-level support stands out.

What providers are there

In terms of providing “software” support, several service providers have come on the scene in recent years …

  • Bask (.) Com – NOT software oriented – services provided to consumers + business. A recurring revenue model that actually works relatively well. Unfortunately, very little software support
  • GeekSquad – NOT software focused – related to BestBuy, GeekSquad is known for decent quality of service. Unfortunately, they’re not very knowledgeable about software-based issues
  • PCFixes (.) Com – software centric – a new service launched in 2018 to provide software-focused support – gives users the ability to find specific fixes / help like WordPress, Shopify, Photoshop, Office, Outlook and more

The current state of the industry is that it is growing rapidly and that several of the above providers are in a very strong position to help many companies stay operational.

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Source by Richard Peck

 

 

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