Online Troubleshooter Tool

[nightkingdoms]

Had a weird moment and decided to create something. Not quite sure how to market it (if I even can), but I thought it might pull in some people...

I built an online troubleshooter for computer problems from the eyes of a non-technical person. It is by no means complete (or for that matter, probably even accurate lol), but it's a starting point.

Let me know what you think: http://nightkingdoms.com/2012/troubleshoot.php

I'm thinking about marketing it as a free online tool for people to use and at the end give them a plain English summary of the problem and idea of what it would cost to fix, along with three buttons for on-site, off-site and remote support, depending on what kind of issue it is so they can book the appointment online right then and there.

 

[thebughunter]

Had a weird moment and decided to create something. Not quite sure how to market it (if I even can), but I thought it might pull in some people...

I built an online troubleshooter for computer problems from the eyes of a non-technical person. It is by no means complete (or for that matter, probably even accurate lol), but it's a starting point.

Let me know what you think: http://nightkingdoms.com/2012/troubleshoot.php

I'm thinking about marketing it as a free online tool for people to use and at the end give them a plain English summary of the problem and idea of what it would cost to fix, along with three buttons for on-site, off-site and remote support, depending on what kind of issue it is so they can book the appointment online right then and there.

I think it's a great idea. Looks good too.

 

[nightkingdoms]

Thanks. =O)

Fill fill fill

 

[anglian]

Good idea.
Apart from being told to reboot my router when my pc won't turn on!
I think it could work quite well, and would definately consider using something like this on my site.

 

[nightkingdoms]

Wow, i knew i was getting tired towards the end of making it, but i guess i must have entered the wrong solution value somewhere! lol

 

[nightkingdoms]

And thanks for the heads up on that. The system looks for a "next" variable or "end" variable with an ID number. Next means to pass it off to the next set of questions and end is the solution. Put the ID in end instead of next. haha Fixed now. =O)

 

['putertutor]

Not quite sure what I think of this yet. Could be very cool, could cause more problems for end user. I know when some end users go through one of these interactive flowcharts and the result is not the answer they tend to lose faith in the abilities of the author.

One thing I might change, though, is the result code. Its a pretty small issue, but I just think such a simple number scheme has the psychological effect of making the customer feel the tech shop is also simple. I read something to that effect a while back as well.

EDIT:
After playing with it a bit more, I have not found any results that actually end with a solution, just a 'we can fix it, bring it in.' Now I know that this is a tool designed to bring in some business, but maybe a couple of simple fixes would help build confidence and help the customer not feel like they are simply being manipulated.

 

[nightkingdoms]

Well instead of following an actual flowchart, I wrote it from past experiences of what clients have said is wrong and use what they can actually see/hear, so it's only as good as the choices they choose.

I'm not sure what I can do about the number scheme, it's just the ID number of the solution in the database. lol

And for most of the problems, the client can't fix it on their own -- hence why they are coming to us. I've run through the outcomes and a couple of them do end with actual solutions, but most of them are issues that can't really be guided on in simple terms as far as I can think.

 

[nightkingdoms]

OK, came up with something for the numbers... Added a prefix to the ID number it spits out, so for memory issues you might get something like "MEM-14" or something, network/router issues "NET-17", etc.

I'm also going go back and review the solutions database table and try to come up with more solutions for end users where I can. Obviously if their motherboard is blown, no amount of online help is going to change the situation. However, when it comes to something like the malware infection, maybe add some links and instructions on using antivirus programs or something. Mind you this was finished after many hours to 5:30 am and the solutions were the last-written, wasn't exactly up to the task, I'm sure. lol

 

[nightkingdoms]

I was wondering... Would anybody else be interested in using this?

Maybe make some kind of affiliate system where you can enter your own URLs/prices for the 3 services? Then you get a code you can drop onto a page on your site? (Like I did here?)

 

[Pc Fixed Right]

this is a great idea

 

[compnet]

I'd be surprised if one out of a thousand customers actually used it.

Think about it, if your car is acting funny are you going to fill out a questionnaire or just find a mechanic with good reviews and bring it in?

Your website should be about getting a clear concise message in the shortest amount of time possible.

 

[nightkingdoms]

I think it depends on how you market it.

Taking your example, if you had problems with your car and wanted to find out what that "clunking" noise was, you start searching online and see a listing for a free online evaluation of car issues, you may just click on it. You know you have an issue, you don't know what it is, but you're researching to find out what it is and how much it's going to cost you. People do this all the time and they do the same with computer repair.

And I'm marketing it separately, actually. At the top of the page for computer repair services you have a button to go to the troubleshooter. If you don't click on it, you're already on my services page and can book an appointment there. If you do decide on the troubleshooter, at the end you have the same options.

If it doesn't get the sale, that's fine. All I need is that memorable experience and the next time they have an issue -- or if they have a friend that has an issue -- this tool will possibly put me at the top of the list for their repair or recommendation simply because of that interesting little tool.

 

[JonnyRT]

I think it is a really good idea, makes the customer feel more in control and proves to them that you know what you're talking about. I'd use it.

 

['putertutor]

I like the prefix you added to the solution code. Makes all the difference, to me anyway. I didn't go through all the paths, so I didn't see any 'self solution' items, but so long as there are a couple, not many, and they should be the simple ones like "check to make sure your monitor cable is firmly attached to the computer" (for wrong/missing colors on the screen, for example). These don't necessarily need to be the end of the flowchart (for lack of a better term) questions, but I think they add validity to the tool.

I'd like to see the end product and am definitely interested in how this works for your customers. I sure some other company has something like this (thinking GeekSquad or OfficeMax guys), I wonder how there's work.

 

[StableSolutions]

Its uncannily similar to what we used to use for troubleshooting when I worked for ISP Tech support at a call center... It could be good, but if they're having computer problems are they going to have access to this? Also makes computer repair seem so simple, why should they bother bringing it to you if they can find the "fix it answer" online.

 

[nightkingdoms]

Its uncannily similar to what we used to use for troubleshooting when I worked for ISP Tech support at a call center... It could be good, but if they're having computer problems are they going to have access to this? Also makes computer repair seem so simple, why should they bother bringing it to you if they can find the "fix it answer" online.

That's a little scary to think. lol No, I wouldn't imagine if that was their only computer they had access to they wouldn't use it. Then again, they'd probably never find me because 90% of my advertising is online, so... lol And it still leaves some things left out so I don't lose everything, but some issues -- more expensive ones, I might add -- can't be fixed without a tech anyway.

 

[nightkingdoms]

Just wanted to let everybody know that the site was reframed in a mobile theme rather than desktop to be cross compatible with anything.

 

[PaulRome]

Possibly. Don't get how something like this could be an affiliate system.

 

[trinetcr]

Looks pretty good with the support options up top as well.

I'd be interested to see the analytics on it though.