The Non-Techies Guide to Getting Amazing Tech Support

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This may come as a shock to you, but Web123’s Support Team takes quite a few calls each day. In spite of our 99.9% uptime (hey, we think it’s worth bragging about!), we field heaps of requests all day long about websites – ranging from accidental deletes and oopses, to site capabilities or mysterious-seeming error messages.

We’ve helped nearly 500 businesses get online, and along the way we’ve picked up a trick or two. It’s inevitable as you’re getting your business online that you’re bound to hit a bump or two. Whether you’re looking for help with your Web123 site or tech support anywhere else, knowing the right steps to get help can make all the difference.


When technical things throw you curveballs, here are the magic Three Things your Support Team will need to know to help you.


1. What were you doing?

If something goes wrong on your website, the very first thing tech support is going to try to do is to replicate the problem. Give as much information as you can about where on the site you were and what you were trying to do when you ran into a problem. Don’t be afraid of sounding silly! In the simplest terms possible, just tell us what you did and where you clicked. If you don’t know the technical name for something, don’t worry! Web123 doesn’t “do” jargon, so explain it however is easiest for you. Since even a simple “how to” might depend on the context of where you are on the site, the more information you can offer Support, the easier it will be for us to find the solution.


2. What did you expect to happen?

You’d be amazed how frequently Tech Support hears the words, “It’s broken!” when more often than not, things just didn’t work in the way you were expecting. At Web123 we are always updating our products and services so that we can make them work better and more intuitively, but every now and then things do go wrong. When you’re reporting a problem, let us know what you thought should have happened. If your website isn’t working the way you expect it to, we want to make it better. We’ll point you in the direction of an easier way of doing things – and try to make things less confusing for the future.


3. What happened instead?

What exactly was it you saw on your site to make you think, “I’d better ring Web123 Support.” Did you get an error message? Did you end up somewhere that you didn’t want to be? Is something missing or doesn’t look quite right? Sure, it’s tempting just to say, “It’s broken!”, but “broken” doesn’t convey what’s gone wrong so we can fix it. If something looks funny, take a screenshot. If you get an error message, jot it down.

We hope that getting your business online is a quick and easy process, and we want to help make it as smooth as possible. Just answer these three simple questions the next time things don’t quite go as expected, and your Web123 support team can fix pretty much anything for you!


Looking for more help getting your business online? Download the free Website Starter Kit for step-by-step instructions and advice for your new website. 

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