Since Uber raises the company value to billions, the term “Uber” has become synonymous with any kind of business that uses an online platform to deliver on-demand services. We hear about “Uber for repair service,” “Uber for haircuts”, and even “Uber for everything” …That is the latest technology trend.
In this article, I would like to criticize a new coming business “Uber for Tech Support” or “Uber for IT support”. Is it their time yet? Will people accept this kind of services? What are the challenges?
I have to admit I want this kind of online service. My computer keeps running slowly, and my Windows could not upgrade to latest version Window 10. However, it is inconvenient to go service center where people may ask me to leave the laptop with them. I have to travel all the way to the shop, leave the PC there, and make another ride to pick it up. Another thing I have no idea what the supported person is doing with my personal data.
But if you ask me to get online support from a stranger. I would like to say “No.” The reason is simple. IT support is not like other Uber traditional business where the work result is obvious. For example, Uber for Car, a driver drives you to the place quickly, nicely and cheap…you are happy and rate them at five stars. Or Uber for repair service, when they make your air conditioner work in a short time and at an inexpensive price you give them five stars.
However, for IT support, the result is not that obvious. Your problem seems to be solved, but you never know internally there may be:
– A virus or spyware is installed on your device; your PC may already become a zombie just wait for a signal to start attacking other PC.
– Your personal email or image may already be stolen.
– The spyware can steal your credit card not immediately but maybe on another day.
And many more possibilities. These things can happen not only to an inexperienced user but also to an expert if they do not keep an eye on the operations of the support person.
It seems there is only one choice for me, which is to use the service from people I know such as friends, relatives or from a well-known company like IBM, Geek Squad, etc. But I really love the Uber model, it not only gives customers a competitive price but also offer more kinds of services. Just imagine the services are provided by IT experts all over the world who have different expertise in different areas. You could ask someone to do any crazy thing (such as turn your Laptop become super secure Laptop, which NSA could not break). You can ask them to do at your time and at your price. Which I believe the traditional online support business could not provide.
So I would like to raise the question again: Is it the time of “Uber for IT support” yet?
In my own opinion, it is not their time yet unless there is a technology that can protect the user from the IT support person, prevent them steal the data, install a virus or spyware then the Uber model for IT support may work. I have gone through the remote access solution from a big vendor such as TeamViewer, LogMeIn or MSP Anyware — none of them can provide this feature yet. If I am wrong, prove it to me.
I am proud to introduce our company named ELINKGATE. We have developed and patented technology that can prevent IT support person copy user data and amazingly, the solution can work at preboot environment of BIOS level so reinstall a new OS and any kind of boot up problem can be solved remotely. Three advanced features they offer over current remote access solution:
- Simple: there is no pre-installed software required. They provide a USB dongle; users just need to plug the USB to PC and press a button. Anyone can use this to call for support – even my father, who is in his seventies.
- Smart: the solution can work for all Operating System and even the Bios level.
- Safe: the solution can protect user data from copied by IT support person.
However, there is a con : The user has to buy the USB dongle before getting the support. But I believe this should not be a problem if they can make the device inexpensively and provide easy access to buy it.