Changing the way we talk to Tech Support

Those of us born between 1980 and 2000 are probably the most observed, analyzed generation thus far. We are called Millennials and we have been stereotyped as many things—some flattering and some not so much. Read how Millennials are changing the workplace in a recent article by Jason Moody from the Dell Mobile Solutions Team. However, nothing has been more documented than our communication habits. A common exchange between my mother and me is emblematic of the communication shifts seen in this generation. The exchange usually starts with the question “Did you get my call?” from my mother, to which I reply “No, did you get my text?” to which she replies “No, but I did see the picture you posted on Facebook.” This recurring comic-strip-like exchange makes me think, “If the way we communicate with each other has changed so drastically, why shouldn’t the way we communicate with technical support change?”

At Dell, we offer traditional support methods, such as phone, email and chat support and a few newer support methods including Twitter, where you can get valuable information and support via @DellCaresPro (enterprise support) and @DellCares (end-user support). Dell also offers a suite of support tools with options that allow you to choose how you want to communicate while keeping your IT running smoothly—SupportAssist, TechDirect and Support APIs.

Communication shift

TechDirect and the Support APIs(Application Programming Interfaces) make it easy for you to communicate with Dell Technical Support after an issue has occurred, streamlining the resolution process. SupportAssist goes a step further, changing this break-then-fix communication model by automatically notifying you and Dell Tech Support when an issue is detected with your device.  Additionally, with ProSupport Plus service on the device, you receive reporting and recommendations to help you proactively keep your device optimized.

Catch up with us at Dell World in Austin

Join us at the Dell World event in Austin, Texas on November 4–6 to see a demo of our support tools. You can find us at the following locations:

  • Transform IT operations with support services tools” Hands-on Lab. In this instructor-led lab, you’ll see live demos of how to easily implement SupportAssist and TechDirect into your IT infrastructure (Wednesday at 8:30am, 12pm, 1:30pm and 3:00pm or Thursday at 8:30am and 9:45am)

Receive event information on your phone with the Dell World App. If you’re unable to join us in Austin, you can still keep up with event activities on Twitter via @DellProSupport, by following #DellWorld or by watching the live stream.

About the Author: Cassie Moran