¶ SUPPORT: Why Book a Zoom Session?
We always get asked, “Why do we need to have a Zoom session?”, “Why can’t you directly solve this issue in writing via email?”, or “What can an interactive session do that an email can’t solve?”.
Here’s why.
An email is an excellent tool for us to directly reach our customers. It’s a great way to have queries answered, shipping concerns addressed, and minor technical issues resolved.
When the issue becomes too complex and there has already been an exchange of numerous emails, a remote support session via Zoom is highly advised.
Zoom, a California-based video communications service, provides video and audio tools that allow our team to reach and talk to our customers worldwide.
¶ Resolve Complex Problems in Minutes
Going back and forth over email extends resolution time, leading to a frustrating experience for our customers.
A faster resolution and better approach for complex technical enquiries are by holding a Zoom interactive session on the desktop.
For simple troubleshooting and system inquiries, the traditional audio support on Zoom is enough. For complex ones, screen sharing and a web camera might be necessary - this is for a walkthrough of the system and checking the installation setup.
¶ Discussion and Interaction
When undertaking Zoom sessions, we do not take control of the customer’s desktop.
It is a collaboration effort – sharing of questions, ideas, concerns, etc. The customer can share their desktop so we can interactively discuss the issues and point out, as a training tool, some of the settings, what they mean, and any adjustments required as we go.
The discussions can highlight issues that we can then investigate together.
It is also best to have a webcam ready, not to see the customer’s face or invade one’s privacy, but to allow us to see and trace the customer's working project (check to see if the LEDs and wires are flashing) and to make sense of what the software is showing us.
¶ Tools for Collaboration & Playback
Zoom has some great built-in tools, including the ability to point and draw on the desktop screen so we can point out which button to press, or the system values a customer needs to see and understand.
A recording of the session is also available for easy playback so the customer can always check the recording for reference on system configuration or values.
¶ Enhanced Remote Support
¶ Case Study
We have one troubleshooting issue on a customer with their system behaving in ways that aren’t expected due to a trip to the circuit breaker before it finishes charging because of the parameters set.
Our team was able to determine the cause of the error during the half-an-hour session (more complex issues require more time), fix the problem, and have the product working at an optimum level quickly.
¶ Result
The feedback from customers who have had the Zoom support sessions, telling us they have a clearer understanding of their problem, is substantial enough for us to recommend an interactive Zoom session for certain cases when needed.
It saves the customer’s time and frustration and helps us better understand where and what our customers were having difficulties with and continuously address it via our support pages.
¶ Booking a Support Session
The option of a remote Zoom support session is available to all existing and potential customers who need assistance on their current project or who wish to consult for a potential project involving the Batrium BMS.
It can be purchased when buying the product or on an as-needed basis. Support - 30 Minutes
Details on how to book a session: Can I Get Extra Support During Installation?
For troubleshooting concerns, make sure you have accomplished the requirements upon booking: SUPPORT - Troubleshooting Requirements