PlumChoice

Hail to our Techs!

You can build a service with the best tools and technologies around, but at the end of the day, it really does come down to the people using those tools.  At PlumChoice, we are so fortunate to work with the best-of-the-best around the country and our recent top showing in Laptop Magazine’s review of online support services is a tribute to the exceptional skill, dedication and customer-first mindset of our people.   The magazine's editors awarded PlumChoice its prestigious Editor’s Choice Award in part because of the caliber of our technicians, stating “Our [PlumChoice] technician was very polite and helpful and the most knowledgeable by far.”

Our mission at PlumChoice is to get your technology to work, period. Regardless of where you are, what time it is or what the issue may be, PlumChoice technicians are trained not just to help, but to deliver an easy, headache-free experience.

So here's a big thank you to all our technicians.  You are the cornerstone of our company.

If you have a story about a favorite PlumChoice technician, we'd love to hear it.

60 Nano Seconds of Fame

A Sunday or two ago, the TV news magazine 60 Minutes replayed a story first aired last January on consumers’ love-hate relationship with the technology that surrounds them.  About this time last year, PlumChoice was contacted by the program’s producers asking for perm ission to come and film some of our techs in action.  I’m proud to say that two of PlumChoice’s finest – Jon  and Jamie – were featured in the story as part of a don’t-blink-or-you’ll-miss-‘em montage of our industry’s various tech help options. 

While it was all very exciting and everyone involved with the 60 Minutes crew was very nice and professional – it was pretty clear from the start that they just didn’t get it.  We watched them smile politely as we talked about the wonders of remote service, all the while getting the sense that they viewed one service option pretty much like any other.  The resulting story focused almost exclusively on “the tech in the driveway” model since that’s the model most people know.  But what a shame!  60 Minutes could have talked about the revolution going on inside the home services support arena – the revolution that says consumers don’t have to pay high prices and wait days for qualified technicians to help them.  They could have talked about how the Internet is completely changing the face of home services from one focused on break/fix to one far more comprehensive and flexible – not to mention more capable of servicing the increasingly wired home.

Perhaps one day, while waiting on hold (can’t resist the sound effect of the ticking stop watch here!) to schedule a technician’s help some 48 to 72 hours later, the producers will remember their visit to PlumChoice and realize it’s not about the success of the “geek,” it’s about the success of the consumer.

Don’t Let This Be the Summer of Your Discontent

We all have tried this with varying degrees of success – finagling a few more precious days of vacation by attempting to replicate your work environment away from the office.  But the stress of not getting your technology to work the way it should while off-site, can lead to more stress than it’s worth.  But don’t despair. You can pull this off, you just need to give it a little forethought.  So here are a few basic pointers to help relieve the pressures of working remotely this summer - no matter where you are.

• High-Speed Connection…My Kingdom for a High-Speed Connection!  First and foremost, confirm that there is a working high speed Internet connection at the place you’ll be visiting.  If you find yourself having to struggle with dial-up, you’ll end up missing all of the fun you stayed the extra few days to have…and start paraphrasing Shakespeare like mad.  There is nothing worse than spending all of your beach time waiting on a dial-up connection!

To Thine Own Work Style Be True.  When you work, you probably use a lot more than just email so you have to resist the urge to tell yourself that as long as you’re on email, you can pretty much get things done.  You may need access to your files, past email, perhaps even the office network.  So the first step to avoiding frustration and stress is to make sure you have easy access to all of the things you need.  Talk to your systems manager (or call us!) and get yourself set up.

Get Thee to Your Office PC! If you don't have your own laptop to take with you with access to your files, consider using a desktop sharing application like GoToMyPC that will enable you to work on your work computer as if you were sitting in front of it.

Whether you’re traveling on business or pleasure this summer, it’s important to expect the unexpected.   USA Today did a nice job in an April article on the subject (http://www.usatoday.com/tech/products/services/2007-04-10-road-computer-fix_n.htm). 

And for those with a taste for disaster, here is a fun piece from Business 2.0 (http://money.cnn.com/galleries/2007/biz2/0706/gallery.travel_disasters.biz2/index.html)

Enjoy the rest of your summer and happy travels!

Ted

Your Right to Privacy

You may have seen some of the recent online reports and commentary about one well-known computer support company violating consumers’ privacy and trust by secretly downloading customer files. Whether these reports prove accurate or not, they raise the question of just how secure your personal data is when a technician comes to call.

Whenever turning your computer over to another party through traditional support means, whether it’s at a service desk in a store or having a technician on your computer in your home, you as the consumer have little control over what happens to your personal data. But this is where Remote Services offers a huge advantage over traditional service calls. Because our services are delivered via the Internet, we are able to monitor and record EVERY aspect of the support session, from both a visual (down to the technician’s keystrokes) and the audio perspective (from the first hello to the final goodbye). These recordings are centrally maintained, and if a customer ever has a question about what took place during the session, we can pull up the recordings and address their concerns immediately.

This approach protects both the customer and the technician from any misunderstandings or perceived improper actions.

In our view, this should become standard operating procedure for all technology help companies. You as the customer deserve to have your privacy protected at all cost and any organization that is unwilling to put your trust first, doesn’t deserve your business.

Smooth Sailing This Summer

Are you ready for summer? I am.  I've got some plans to do a little traveling with my family, spend a little more time outdoors, and hopefully catch a Sox game or two.

Like me, you're probably going to be giving your laptop and Blackberry a hard workout this summer to keep you tied in while out of the office.  So it's a good idea to get it in shape now and treat it right to ensure an uninterrupted work/play/travel schedule.

Before traveling, here are a few things you can do to protect your mobile systems:

And while you're on the road, always be sure to:

1) Back up your data.  There are some really easy automated ways to do this and believe me, you'll thank me later if you do this now.   

2) Purchase a USB storage device and save the work you need.  You don't want to be away from the office with no access to your critical documents.

3) Be sure to secure your laptop and mobile device.  If you have sensitive information, use an encryption solution to protect yourself.

4) Carry the name and number of your tech support service (1800-PlumHelp works!) in your wallet.  Like Capital One, you don't want to be left without it.

Enjoy the summer and remember to protect yourself from the sun!

 

Someone Call Security

We've received a number of calls this week related to security. So it’s worth reminding folks of a few simple steps that should be taken regularly to help safe guard your computer, your data and your family. Often, making your PC secure isn’t just about blocking spyware. It’s about ensuring that your children have a safe place to surf, making sure your wireless network is secure so that others can’t access it (your private data along with it), and managing your online identity so that you don’t leave personal data in vulnerable places.

 

- Make sure to have a security suite from a company you can trust. A full suite will include antivirus, anti-spyware

- Get an online back-up solution which will constantly work to save your pictures, files and other important data

- If you can, make sure you use a different computer from your kids. They tend to do things that could put you and your data at jeopardy

- If you have kids, put their computer in a central location so that you can monitor the use

- Teach your kids about the danger of the internet. That’s how they learn about the dangers of the real world.

- Do not download files from the internet unless you know the company is reputable

 

Think of it this way, you wouldn’t leave your house with the front door wide open, why do the same with your computer?

When It Comes to Customer Satisfaction…Most Don’t Come Even Remotely Close

For an industry of very smart people, the technology field has done a deplorable job of servicing consumers. Why is it okay for companies to subject their customers to ridiculously long hold times, long lines at a store counter or days waiting for a technician to come to the house? The answer is that it’s not okay, and consumers need to start demanding more from their service providers.

PlumChoice is living proof that it can be done with a customer-centric solution that is aimed at eliminating the BIG pain points -- waiting and worrying. We take these out of the equation and deliver great, friendly service when and where the customer wants it. It’s that simple.

I have to send a big thank you out to PlumChoice customer Jack R. for sending one of the most entertaining YouTube clips  I’ve seen in a long time -- it perfectly captures the frustration of traditional tech support. Take a look… I’m sure you’ve been there.

And never forget as a consumer that you have a right to service that truly serves you! At PlumChoice, we try to live that everyday.

Daddy's Alright...He Just Seems a Little Wired

As a dad, I know I couldn’t live without the technology that keeps me connected to my work as well as to where my kids are and what they’re doing.  But I also know that parents don’t have time to gather all of the information they need to choose the best technology products for their lifestyles or teach themselves all of the features and functions, even if those features could make life just that much easier.  In our five years of helping parents of all ages (from new dads to retiree dads) we’ve learned a thing or two about what technology dads seems to really need and enjoy the most.

So these would be our top picks if you’re looking for help this Father’s Day:

• Wireless network so he can relax anywhere in the house with his computer
• Harmony remote control device to give him the ultimate TV viewing power
• GPS Navigation device for the car so he won't have to feel guilty about never stopping for directions again
• MP3 player featuring dad-only music
• Subscription to a music download site (and even better, the time to show him how to use it)