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with NO Hold Times and at a LOW Cost At last Wednesday's Small Business Technology Forum, produced by New
York Enterprise Report, one lady in the audience said she wants to USE
technology but not have to deal with the hassles of getting it to
work.
Posted by
Smallbiztechnology.com |
Friday, November 19, 2004 | Article
Link 
This is how MOST businesses want to work with technology.
They know they need it, but when something goes wrong, what to
do?
Having a reliable technology consultant is one way. I also
advocate having a technology ADVISOR. Often both roles are fulfilled by
the same person. Never have a technology advisor, however, who is only an
academic. They "consult" but have never used what they are speaking
about.
Another solution for technology support is to sign up for
online computer support from a company such as Plum Choice.
According to
their web site PlumChoice Computer Help is the leading online computer
support company for the home and small business. The company is based in
Bedford, MA with remote offices throughout the U.S. The company offers
both virtual on-site (online) and physical on-site computer
support.
The company's extensive online service offering is
available to home and business PC users, business travelers,
telecommuters, persons with limited mobility and any PC user with Internet
access. Due to the virtual/web-based nature of the company's online
computer support service, customers now have a more affordable, more
convenient and easier computer support option at the click of a
mouse.
Founded in 2001 by eighteen-year industry veteran and
entrepreneur Ted Werth, PlumChoice Computer Help is a privately-held
corporation.
1. Is PlumChoice good for those with new
computers and who still can get help from the vendor or better for those
with older systems?
At PlumChoice, we are well suited to not
only guide the purchase of, but support new PCs because we have a true
multi-vendor approach, have no hold times (service is appointment-based,
more convenient) and perform the work directly (higher first-time
resolution, increased satisfaction) through virtual on-site/online (84%)
or physical on-site (16%) support.
According to our own research,
it takes less than 90 days for a PC to get infected with some type of
threat, show diminished performance or simply for a user to experience
some type of 'problem'.
A computer arriving at the door needs to be
set-up, often requires multi-vendor support at the beginning for
installing anti-virus software, specialty software or installing
peripherals so that it works well right away and stays that way. And then,
there is the training. If you are new to computers or using certain
peripheral components to your computer such as cameras, scanners, doing
back-ups, we can show the user how to use via the virtual
service.
With PlumChoice, it's a matter of convenience,
satisfaction and a single source of resolution for all PC
problems.
With older PC's, we're seeing more of the spyware
(pop-ups) and virus issues. As a result, we're assisting customers that
have a slow PC, experience error messages or experience low system
resources. In the case of these issues, PC users don't know who to call
for support. Hence, the 'it's not our problem' response that many users
get from software and hardware (and ISPs) vendors no matter how old the PC
is.
12.4% of new computers have some type of problem upon arrival,
according to a 2003 PC World survey of 29,593 PC users. Of PC users
seeking help from a vendor, only 53% of respondents said their problem was
resolved the first time they called tech support. 49% of respondents
stated they had hold times of less than 5 minutes when calling for
support. Finally, a PC user often has to call multiple hardware or
software vendors (incl. ISPs) in search of resolution.
Many vendors
have resorted to driving customers seeking tech support to online
knowledge-bases, chat or email support in order to cut costs. Of the PC
World respondents, less than 43% who used (this type of) 'online' support
said it helped solve their problem.
2. What about those
businesses who get support from consultants/resellers do they need
PlumChoice?
PlumChoice offers a less expensive support option
than what is typically available through consultants or resellers. We
don't require a long-term service contract and can resolve 84% of PC
problems through the more affordable virtual on-site (online) support
option ($80/hr.). Customers don't have to wait for an on-site visit and
you get the confidence of knowing you are working with a trusted, trained
technician, backed by a company that cares. Hang onto the consultants for
specialty software though.
3. Who does PlumChoice compete with
resellers/consultants; vendor warranties; others...?
PlumChoice
does not have any direct competitors in the marketplace.
[Editorial note - I hate when companies say this. They either do
not know who their competition is, don't want to mention them, or are
simply clueless]
Unlike product-specific equipment and software
providers, we provide support for all products. Unlike resellers and
consultants, customers can watch us fix their computers through the
Internet for less. PlumChoice prides itself in being a brand that can be
trusted without the need to be without your computer for any length of
time.
PlumChoice offers a better, more satisfying solution for
less. We have 38% repeat business per month. The average PC user
experiences .7 problems per year. Based on this, PlumChoice has a very
high repeat business rating which supports its high customer satisfaction
rating (94%). PC users simply do not know about PlumChoice
yet.
Many PC users are not choosing to purchase 2-3 service
agreements due to the cost and the fact they don't know if they'll really
use it. Resellers/consultants are expensive (GeekSquad = upwards of
$200/hr.) and vendor tech support is hit or miss in terms of satisfaction.
The biggest issue facing today's PC user is *resolution*. A close tie for
second is *cost/convenience*.
4. How many customers do you
have?
Thousands of active customers across almost all states in
the US.
5. If you are virtual - what about issues that are
hardware based wherein physical work is needed?
We are able to
dispatch in-home or in-office technicians within 24 hours throughout the
continental United States through regional partners. Again, this has
proven to be less than 16% of our business - where the problem requires an
on-site visit or the customer simply prefers the on-site
visit.
6. Why the name plum choice? Why not apple
choice?
A 'plum' choice is a 'very desirous' choice. We believe
PlumChoice is a *very desirous* choice for PC support. Besides, apples
have been over done and there are legal issues associated with our use of
the term :-)
7. What other services like yours are available and
how would one choose and know which one is for them (like askdrtech.com)
for example.
PlumChoice has set the standard for premium
virtual on-site computer support and has perfected the 'go-to-market'
model for quality virtual service delivery. We tell our potential
customers, "It's so simple you've got to try it!"
If you go out to
look at companies claiming to have online services, check to see if they
are doing it the PlumChoice way. Friendly, professional, competent,
trustworthy, easy. PlumChoice is not a database, knowledge base,
chat-based, voice only service. The PlumChoice service is a high touch
service: live phone support in concert with using the latest desktop
sharing technology to fix a computer while the customer watches. We don't
need to send the customer anywhere else, we help with all computer needs
be they virus related, spam or adware related, OS performance issues,
Windows issues, peripheral set-up, installing and configuring software,
buying computers and computer products, data back-up, disaster recovery
and training.
We invite PC users to try the service and determine
if they have ever experienced an easier, more satisfying and convenient PC
support solution. We have not seen any other company promote or deliver a
premium virtual on-site PC support solution, including askdrtech.com. We
don't believe their service methodology is customer-friendly,
comprehensive or scalable.
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