New PC hardware, like the new #Inspiron 15 7000 Gaming Laptop that #Dell announced at IFA, generate buzz but what keeps consumers happy and returning to a PC vendor? Ease of use, maintenance and support. One offering that typically separates a business PC from a commercial PC is the ability to purchase a robust support contract. However, the difference between business and consumer PC use has blurred. Competition has intensified, and PCs are becoming increasingly difficult to differentiate. Dell has decided to add up the ante in the consumer market with a new top-tier of support called Dell Premium Support Plus. It offers 24x7 phone support, onsite service after remote diagnosis and hardware and software support. At the heart of the offering is Dell’s SupportAssist software technology with key service aspects that include: Automatic PC optimization. The software scans the hardware, cleans the files, gets drivers and downloads, and optimizes both network and device performance. Predictive and proactive alerts. The system predicts and informs the user of potential failures to minimize downtime. It also proactively alerts the user of issues and can automatically alert Dell support as well, saving the consumer time. Automated virus and malware removal. With a wave of new security threats, consumers need an easy way to protect their PC. Dell’s support offering automatically scans the PC for viruses, quarantines the threat, alerts the user and removes it. It keeps a log in the SupportAssist history tab so the user can review the actions taken. Accident recovery. This aspect of the service covers the fairly common occurrence of PC damaged from drops and spills. Various levels and types of support. The service offers flexibility via email support or one-on-one personalized support with an agent or a combination of both.
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