Occasionally we get technical support calls that take unduly long to resolve because the user experiencing the difficulty is not very computer literate, and/or not that familiar with the system. Or the issue may be more technical (as for instance when a SQL database connection seems to be at fault), and there are no IT support people available to assist our support engineer.
We are planning to experiment with remote access software that will allow us to "take over" a client's computer, during these more challenging technical suport calls. All that will be required is that the end-user's computer is connected on the internet, and permission is given to the Psi Systems support person to access the computer. The remote access software will then enable us to directly access the computer as though we were physically logged into the computer.
Edgar will post some stats on the average time savings that this new approach will result in (comparing time spent on fixing things remotely with previous support calls where he was helping users to fix similar problems over the phone).
All users with current support contracts may be helped in this way (when appropriate) at no additional charge.
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4 comments:
I think remote access is a very good idea. A good tool to use is MSN messenger as it's free and includes a remote access feature.
We are a bit wary of using a Microsoft tool. Hackers have been known to target Microsoft products and expose their weaknesses. Therefore we could find ourselves in the inenviable position where we recommended a user installs a piece of remote access software, that is used by a malicious user to attack their system. Support (or the absence thereof) is another consideration. They paid-for service that we will be using, gives us and our customers more safety. (Of course we will be paying for the service - nnot the end-users).
Why not just use remote desktop (get the users domain login details and connect remotely). This is the fastest and most secure way...of course the user would have to reveal their details - but maybe you can get a new user created on the relevant domain for this purpose (then just get the user to give your user permissions to remotely connect to the workstation). We use this all of the time and it works perfectly...better than netop, vnc and several other third party apps that we've tried!
Cheers,
Jimmy
Jimmy,
Thanks for the feedback. We will look into it - though I am sure our corporate clients will laugh at us if we suggest using remote desktop to get on to their networks. Maybe your idea of a special user for this purpose can be used on some sites.
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