Faster and smoother connection process for Remote Support

Posted on September 1, 2010 by Hari Murali

A few weeks back, I had a personal remote support experience with my dad, more specifically helping him out with transliteration in gmail by showing him how it works as I directly controlled his computer’s mouse and keyboard. I had to take this drastic step after about 1 hour of trying to explain how it is done over the phone, continuously countering his ever present ‘I don’t understand computers’ attitude. Prior to this, when I had initiated this remote support effort and directed him to the join web page, he demanded,

Why do I have to type in my name, email and all that ? Don’t you know it already? Why can’t I just click on something, like it is usually with computers and be done with it.

After such personal experiences that I shared with the team and intently paying attention to requests on improving the user experience in establishing remote connections, we have been vigorously working on making it as simple as possible for your

remote support needs.…

Embed Remote Support widget on your web site for a better customer experience

Posted on April 1, 2010 by Hari Murali

Rarely will people go through with sensitive transactions and interactions, if they do not feel comfortable and secure about it, because…..

…..most times it turns out bad. When it comes to something extremely sensitive like Remote Support , where one grants control and access to their computer entirely, customer experience while going through with it really matters. It is normal for average computer users to be paranoid when it comes to remote support, given that even some computer savvy folks are skeptical of online dealings like buying and paying for stuff through net banking etc. One awkward experience with your remote
support service is enough reason for a customer to never return to you
for help!

Think about it, isn’t there always that little
hesitation whenever we are transferred to a third party payment gateway
while shopping online?

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Remote Support diaries: Solving the "round and round" problem

Posted on November 2, 2009 by Hari Murali

I thought I’ll share with you a recent amusing and interesting remote support experience. It involved helping Juan, a friend of mine in UK and his mother in Mexico, both of us ultimately having to control her PC, miles and oceans away. It is interesting how now-a-days members of a family live and work apart in different ends of the world and have to depend on the internet to be a family. You never know when you might get into a situation to remotely assist one of your closest ones with PC software hiccups.

Anyways, I was text chatting to Juan, currently working in UK and was wondering why he was not getting back with his usually witty rapid responses. On my demand for attention, he then told me that his mother in Mexico was driving him nuts complaining…

My friend put the talking thing and left. Now, the talking thing is going round and round.

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Instant PC Diagnostics with Remote Support

Posted on October 11, 2009 by Hari Murali

Did you know that using Remote Support with Zoho Assist, you can now get comprehensive diagnostic information about a remote PC in just a click? Yes, a click on the ‘Diagnostics’ button control instantly unveils ‘Remote PC Diagnostics’ to you.

It
is a known fact that PC diagnosis is essential to hasten the process of
identifying the root cause of a problem, especially while working on
rectifying technically challenging software issues (that may be
affecting the functioning of other hardware). If you are a computer
support technician, then being able to obtain information about
applications, processes, active drivers, events etc becomes necessary
to troubleshoot issues that demand higher level of research.

Typically, while performing remote support on customer PCs, the Task Manager and management programs in Administrative Tools
are frequently used for diagnostic purposes.

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