Ask HN: Would you use a service that offers on-demand tech support?

1 points by brandynmorelli 10 years ago | 2 comments

I'm working on an internal project to allow users to request tech support through our web app, 24/7. Our goal is to create an easy way for people to get computer issues fixed quickly, while offering technically inclined people to make supplemental income.

Before investing too much time in development & marketing, I'm trying to determine if people actually would use this.

Would you be comfortable in someone accessing your computer remotely to fix your computer without taking it to a repair shop?

Would your parents?

Any glaring issues you see with the viability?

Thanks so much, in advance!

Marketing Site: http://getdakota.com

jeffmould 10 years ago |

Interesting idea and your site looks good. One glaring issue though is there is no mention of price or how I am charged. It appears the price is very dependent on time to resolve the issue. To me this is a problem. Take for example my dad. If he called tech support for a problem he wouldn't know whether an issue should take 5 minutes or 1 hour to solve. The tech could be the nicest person to talk to, and my dad would give him a 5 star review based on that, but in the end he could bill my dad for 1 hour when it only took him 5 minutes to solve the issue.

The other problem I would have, but not a glaring issue, is giving a tech remote access to my computer. There is no real way to overcome this initially. You could offer a guarantee or insurance to the customer.

Returning to price, you may look at something like GeekSquad pricing. A flat fee every month and unlimited pricing. Give the techs a % of each call they take.

brandynmorelli 10 years ago | |

Thanks for your response. We've received similar feedback, and the consensus now is possibly having an initial flat diagnostic fee (lets say $15), and then have fixed fees depending on the issue.

Having a flat monthly fee with unlimited support would be a difficult business model unless we were hiring the techs on staff.