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What are the best ways to make online support accessible for non-tech virtual team members?

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Working in a virtual team can be challenging, especially if you are not tech-savvy. You may encounter issues with your devices, software, or internet connection that affect your productivity and communication. How can you get the online support you need without feeling frustrated or overwhelmed? Here are some tips to make online support accessible for non-tech virtual team members.

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Erika Espinoza

Apoyando a las empresas en su desarrollo tecnológico con soluciones que aportan valor a su operación

1 Choose user-friendly tools

One of the best ways to make online support accessible is to choose tools that are easy to use, reliable, and compatible with your team's needs. For example, you may prefer a video conferencing platform that has a simple interface, clear audio and video quality, and features like screen sharing, chat, and recording. You may also want to use a cloud-based project management system that allows you to track tasks, deadlines, and feedback. Before you start using any tool, make sure you understand its basic functions, settings, and security measures.

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Erika Espinoza

Apoyando a las empresas en su desarrollo tecnológico con soluciones que aportan valor a su operación
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Existen varias aplicaciones en el mercado en donde el equipo de soporte puede "tomar" el control de nuestra computadora y ayudarnos a resolver una incidencia sin necesidad de trasladarnos a la empresa. En una de las compa?ías que trabajé, utilizaban Team Viewer e inclusive ahora Teams permite tomar el control del equipo de un colaborador de manera rápida. Hay muchas más aplicaciones para esto, pero lo importante es capacitar a las personas en "primeros auxilios" tecnológicos sobre todo para minimizar el estrés que puede generar tener algún problema y no saber qué hacer.

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Kashif Zeeshan

Partner Success Evangelist | Salesforce Cloud Adoption | Director-Project Management- All about SaaS and ANEKDOTER...
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The Idea of making online support accessible for non-tech virtual team members might sound challenging but the solution is simple. I have tested this principle with my teams and it has worked wonders for Us... Pairing Team members with a mix of 1 being technical and the other being Non-technical can solve the problem as both could coach and help each other to complement each other's weak areas and will create a great team.

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Alexandre Yuji Watanabe

Gerente de Planejamento Financeiro | FP&A | Controller | Ciência de Dados | Inteligência Artificial
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Supporting colleagues is a powerful way of signaling welcome and inclusion. Besides, with new technologies, remote support is possible and relatively simple. User-friendly tools and tutorials certainly help. Another 2 relevant points are: - Communication: informing users of the service channels and service level agreements allows everyone to be on the same page as to the support that can be offered. - Continuous improvement: identifying the most popular support issues and publishing specific tutorials will teach users how to solve them themselves. Regardless of the support tool; I believe that the best driver is Empathy: putting yourself in the shoes of the user with the problem and delivering the best solution.

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Muhammad Omer Javed

Co-Chief Executive Officer at Zeropoint.HR
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To my understanding, facilitating online support for non-tech teams has been a significant challenge in the past. However, with the advancement in user-friendly tools and a basic understanding of software usage in non-techs, this hurdle has largely been overcome. Features such as Tool Tips, Help Panels, and clearly defined 'Happy Paths' have proven invaluable in enabling non-tech users to navigate software functionalities with ease. 2ndly, integrating team members into the design, development, and implementation phases of software projects enables them to have their buy-ins early on. This ensures that the final product aligns with their needs and preferences, ultimately extends greater adoption and usability among the user base

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2 Access online tutorials and resources

Another way to make online support accessible is to access online tutorials and resources that can help you learn new skills, troubleshoot problems, or update your knowledge. For example, you may find helpful videos, articles, or courses on the tool's website, YouTube, or other platforms. You may also find FAQs, forums, or blogs that answer common questions or share best practices. You can bookmark these resources and refer to them whenever you need them.

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Erika Espinoza

Apoyando a las empresas en su desarrollo tecnológico con soluciones que aportan valor a su operación
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Afortunadamente internet nos ofrece una basta información, en mi caso Youtube es una aplicación que me permite acceder a muchos cursos para aprender sobre temas diversos. En caso del soporte técnico te puede ayudar a poder explicar de una manera más clara al equipo de TI los problemas que estás teniendo como por ejemplo con tu equipo de computo. El problema que he visto continuamente es que muchas de las fallas son debido a que el usuario no estaba seguro de qué hacer ante esta y a veces tratan de resolverlo por ellos mismos, lo que podría causar más problemas y al final terminar esperando un turno para que TI nos auxilie.

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Rogelio Hernandez Merino

Playing with No Code & AI ??| Customer Happiness | Indie Hacker | Automations | Wellnesss | Music
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En el ámbito del soporte, la documentación es un pilar fundamental para el éxito del equipo. Mantener actualizada y accesible esta información es crucial para garantizar un rendimiento óptimo y una satisfacción continua. Cuando el equipo tiene acceso fácil y rápido a la información necesaria, puede aprovecharla eficazmente para ejecutar sus tareas con eficiencia. La documentación bien gestionada no solo mejora el rendimiento del equipo, sino que también aumenta la satisfacción de los miembros al sentirse respaldados y empoderados para cumplir con sus responsabilidades.

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3 Ask for help from your team

A third way to make online support accessible is to ask for help from your team members who are more tech-savvy or experienced with the tools you use. You can reach out to them via email, chat, or phone and explain your issue clearly and politely. You can also ask them to show you how to do something or share their tips and tricks. You may find that your team members are willing to help you and appreciate your initiative and curiosity.

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4 Provide feedback and suggestions

A fourth way to make online support accessible is to provide feedback and suggestions to the tool providers or your team leaders. You can share your opinions, experiences, or challenges with the tools you use and how they can be improved or customized. You can also suggest new tools or features that can enhance your team's performance or collaboration. You may find that your feedback and suggestions are valued and implemented.

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5 Invest in your own development

A fifth way to make online support accessible is to invest in your own development and learning. You can set goals, plan your time, and monitor your progress as you improve your tech skills and confidence. You can also seek opportunities to learn from others, such as webinars, podcasts, or mentors. You can also celebrate your achievements and reward yourself for your efforts.

Online support is essential for virtual team members, especially those who are not tech-savvy. By following these tips, you can make online support accessible and enjoyable for yourself and your team.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to make online support accessible for non-tech virtual team members?

1

2

3

4

5

6

1 Choose user-friendly tools

2 Access online tutorials and resources

3 Ask for help from your team

4 Provide feedback and suggestions

5 Invest in your own development

6 Here’s what else to consider

Virtual Teams

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What are the best ways to make online support accessible for non-tech virtual team members?

1

2

3

4

5

6

1 Choose user-friendly tools

2 Access online tutorials and resources

3 Ask for help from your team

4 Provide feedback and suggestions

5 Invest in your own development

6 Here’s what else to consider

Virtual Teams

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