Technical Support Derangement Syndrome

Does calling for help on your smart home problems give you Technical Support Derangement Syndrome?  It’s frustrating for anyone, especially when dealing with a luxury custom integration company, that all you hear is:

  • “I’m sorry. The person you need to speak with isn’t in the office at the moment. Can I have him give you a call back?” 
  • “Let me make a few calls and get back to you as soon as I can.” 
  • Or the dreaded “Hold please,” only to be left hanging for an inordinate amount of time.

If that’s what you usually hear, then you may not be calling the right people. The problem is not that they don’t want to help; it could be that they may simply lack the technical knowledge necessary to help you solve your problem.  Also, the person answering the phone at your integrator’s office may be in the middle of entering invoices, have guests in the lobby that need attention, or is otherwise distracted, making someone else’s experience way less than stellar.

Most integration firms lack the bandwidth to keep a dedicated support staff in the office at all times to deal directly with your support issues.  Installation and support technicians are often out of the office working at someone else’s home. Receiving a phone call from the office to deal with another issue isn’t fair to the technician or to the customer, but it happens all the time. 

As multiple studies confirm, it takes an average of about 25 minutes to return to a task after being interrupted.  And that doesn’t include the length of the distraction itself.  Think about how much time that wastes during an 8-hour day!  On one hand, the company is losing productivity on the current job. On the other hand, the current customer should never pay to deal with someone else’s problem. 

In other cases, you may want to reach out to a technician after hours to ask for help with an important system issue.  It could be during a holiday or a party where the client is hosting out of town guests.  Many people feel uncomfortable bothering “Jim” during his kid’s soccer game, and “Jim,” although more than happy to help, may be distracted while trying not to miss the winning goal.

Bravas recognizes that the entire model described above is a lose-lose scenario and has designed support programs that include 2­­4/7/365 technical support and remote troubleshooting.  When you dial in to Bravas Support, you’ll be greeted with a dedicated support technician, in front of their computer, with the remote tools handy to troubleshoot your issue.  Can’t resolve the issue remotely?  Bravas offers priority scheduling for anyone who wants to jump to the front of the queue.  With installed monitoring devices, regularly scheduled system checks, concierge help desk, and white glove services, Bravas is changing the game when it comes to support in the custom integration industry.