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April 19, 2018

Dealing With Tech Support For The Best Thin Client Computing Success!

Thin Client Computing

A good bit of the success that you have with your Thin Client Virtual Desktop Infrastructure and related endpoints is going to be based on the relationship and quality of your vendor’s Tech Support. Let’s take a look at Thin Client Tech Support in three ways; 1) Preventive approaches to take for less need of Tech Support, 2) Tips for dealing with Tech Support, and, 3) Thinking ahead in terms of future infrastructure projects and the expert Tech Support you will want.

The Right Thin Client Computer Device Selection Cuts Down On Tech Support Needs

One of the best methods of dealing with Tech Support is simply to not have to deal with them at all, right? For extremely efficient and effective Thin Client Computing, spend enough time and research when Thin Client Computer shopping – for the hardware and the company, both. Of course, Tech Support inevitably will always be required; but, the more you fine tune your hardware selection and analyze the kind of support you will receive before purchase, the more finely tuned your VDI infrastructure and related endpoints will operate. Taking a preventative approach to potential problems with good Client and support analysis selection will set the foundation for IT Managers as well as end users. Determining current and desired usage with end users when finding the right Thin Client Computer VDI endpoints means taking account of who is doing what from a computing standpoint. Thin Client Computers are designed to be optimized to work with specific end user requirements. Items for hardware consideration are operating system compatibility, protocol and codec support, applications and graphics usage, display resolution, number of monitors desired, type and quantity of connections, networking capability, mounting preference, wireless options, and more. As far as related Tech Support, you’ll want available, easy-to-understand, local to you, friendly, consistent helpdesk support who cares about your problems like they are their own, making for the very best Thin Client Computing success.

Quality Thin Client Computer Centralized Management Software Helps With Tech Support Prevention

Once you’ve got some Thin Client Computers in mind, the centralized software management program that manages and deploys them will no doubt be a determining factor in the company and Tech Support quality you select. For starters, the software should be FREE with purchase, easy to use, and have an unlimited amount of user licenses. You’ll want centralized ways to configure, maintain, control, and even report from all Thin Client Computing devices. If your management software is simple to install, provides automated discovery and centralized device configuration, offers Cloud capability and good web-based management technology, provides real-time status of your Thin Client Computers from a single comprehensive page, has a secure login system, includes a thorough configuration tool to quickly change all settings, and complete integration, then Thin Client Computing success will become even more potential from the very start – with little-to-no Tech Support calls due to ease of use!

Thin Client Computing Best Practice Tips For Dealing With Tech Support

Thin Client Computing success means getting the help and getting the answers you need – preferably as quickly, as thoroughly, and as qualified as possible. There are a few things you can do in preparation of any customer service phone call or email related to your Thin Client Computers when contacting Tech Support. For instance, have your Serial Number/MAC address (unique identifier) handy for the device in question. Have the Operating System (OS) or firmware version you are currently running top of mind. Knowing what version of the centralized management software program you have deployed in your environment also helps. Know the technical history of your problems and anything that may have changed in your infrastructure to bring on related issues.

For Thin Client Computing success, you’ll want to work with a Tech Support team:

  • who keeps a log of and knows your customer history
  • is available when you need them
  • is easy to understand and presents things clearly
  • is skill-certified in your Protocol – VMware Blast or PCoIP, Citrix HDX, MS RDP, etc.
  • may offer more than one alternative as a solution
  • welcomes future customer follow-up calls
  • will bring in other team members if things aren’t working
  • is determined to figure things out for you
  • acts as if your problem is their own (because it should be)
  • keeps good noted details of calls and interaction
  • asks for follow up via a survey for report on service
  • has an excellent FAQ area with online support
  • and, more…

The Difference Between Customer Service & Technical Service for Thin Client Computing Support

A big clarification that serves as a distinction for respect to dealing with Tech Support for Thin Client Computing is to think about when an issue is actually Customer Service related or Tech Service related. You’d be surprised how many out there blur the lines between these two teams. “I’m not getting my new hardware fast enough,” is clearly customer service related to sales or business development. Circle back to the team that helped you with your purchase. “I’m not getting my new hardware to install a program,” is obviously more tech related. Something else that helps to distinguish whom to go to for what is timing. For Pre Sales (before the purchase) involvement with Thin Client Computer purchases and during the evaluation (demo) stage, customer service plays a big role. Helping to qualify the right devices for the customer and their environment opens up a lot of communication and questions taken care of in a customer service oriented way. What to buy? When to buy? What is right for me? What are my options? Whereas, Post Sales (after the purchase) involvement with Thin Client Computers is much more after-the-fact Tech Support (or technically related) questions and issues. I’m having trouble with set up. How do I update firmware? Why can’t I get management software to work? Think about what you need and why you need it before you call. It may save you a few steps with less time and less stress.

Thin Client Computers

Thinking Ahead On Future Thin Client Computer Projects Helps Cut Down Tech Support Calls

Last, but not least, is the idea of thinking ahead with respect to your next Thin Client Computing VDI project in direct relationship of Tech Support success. Whatever project is heading your way, or perhaps you yourself are initiating, thinking as far as ahead as possible is key. Remember, rushing to make a purchase decision and a company selection could certainly have you on the phone with Tech Support more often than desired. 10ZiG Technology is a world-market leader in Thin Client Computer & Zero Client Computer endpoint devices for Virtual Desktop Infrastructure and VDI security. We provide leading Intel and AMD based Dual, Triple & Quad Core Thin Clients & Zero Clients for VMware Blast Extreme, Citrix HDX, Teradici PCoIP, Microsoft environments, and more. We offer FREE no-obligation demo devices, unsurpassed Tech support teams based in the U.S. and the U.K., and the “The 10ZiG Manager,” our exclusive Centralized Management Software console with cloud capabilities, completely at no charge with unlimited user licenses supported.

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