Technology and Troubleshooting

Technology has numerous benefits but along with those it brings snags too. At times websites get bogged down because of some glitches, technical issues, or other hardware/software related flaws. Such issues can be from customer side or company's side. For example your computer hardware might get heated up. Unknowingly, customers will reach you out because they think that company is responsible for the product or software malfunctioning. You have to guide and inform them in a polite way that they should try to fix the faults in their systems because such issues can be from any side (customer or company). That’s where troubleshooting comes in and saves your time. 

While troubleshooting these technical issues you can focus on the following areas:

1. Refresh page or site: Sometimes technical issues are trivial and require you to refresh or reload your webpage. Simple things like logging out and then again signing in can help in this regard. The system gets slow or stuck because you might have opened too many tabs. In order to optimize it you can clear cache items, junk or cookies, delete unnecessary documents, files, audio or videos that have piled up limiting your storage space. Your data gets saved on the browser because of cookies while cache stocks up some of the page components. Restarting or rebooting your gadgets/ devices also helps at times. If these steps solves your problem then there is no need to follow other guidelines.

2. Breakdown of information: Technological experts try to discern the issue by getting to the nitty gritty (root cause) of it and see where the actual problem lies. Thus, they break down the problem into simple parts which they can easily comprehend. For example there might be a software bug that produces unexpected results. The results might be different from the ones they expected. For example when using word for writing an article you might expect that the system will automatically save it. However, in actual terms the screen freezes and you might have to shut down and restart the device for it to function properly. You will lose all your data if it was not saved initially.

3. Sum up all the details and report: If you are clear that a problem exists, what you should do next is to report the issue to the relevant department. Customer should reach out to the company's customer care representative if they figure out a fault while the company should report the matter to its development team to sort it out. One must give a detailed report of the issue to minimize further questioning and maximize efficiency. In case the problem still prevails then customers must share the screenshots, screen recordings, faulty messages or console errors on the web browser.

4. Viewing the issue from the perspective of a technical engineer: Technical support teams make up or recreate the glitch themselves to preview it and find out exactly what the issue is and whether it happens again. For example if you visit a website and click to visit another landing page but it does not open, you can report about this big to the tech team and they will look into it by reproducing it and experiencing similar bugs or not. Based on their own findings they will fix that issue.

5. Prepare a bug list for engineers: Here the customers makes a request for changes and improvements for a smooth and big free experience. Customer support teams who sometimes gives them canned replies (you prewrite and formulate common replies to complaints, queries or requests) passes this to the tech department who work on to resolve it. 

In order to set things right, troubleshooting requires clear and effective communication from the customer and company’s side. Only then the process can become faster, efficient and technical mishaps and difficulties can be avoided.