Experience faster and smoother Remote Support

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With the highly improved quality and connection speed of Zoho Assist, you can now connect and control your customer’s computer much easier and faster, regardless of their Operating System ( Windows / Mac / Linux ). Default viewing experience and remote control access in cross-platform support is made better and faster.

Better quality for remote Mac OS support
As you know well, Zoho Assist supports all flavors of Mac OS. Now, we have specially increased the support quality and connection speed for the Mac OS, suiting its higher resolution and enhanced graphics, to provide better screen sharing experience.

Connect Faster. Support your customers easily. Smoother keyboard synchronization
Typing and working with remote keyboard is breeze with the refinements made in keyboard synchronization. Whether you are in your customer’s computer or remoting into another Server in your customer’s LAN, or working on the remote browser / desktop, you will have smooth and consistent remote support experience, just like working in your own PC.

Multiple monitor support and reduced color quality featureEasy switch between monitors
Does your customer has multiple monitors and you want to assist them remotely? No worries. Now switching between monitors is much faster with Zoho Assist (Currently, multiple monitor is supported in Windows OS only).

Quick access with Reduced Color Quality
Even if your customers are in slow network connection, you can still connect with them easily by reducing the Color Quality from your toolbar and get quick access to their Desktop.

Hope you find these enhancements useful. We will continue to provide you with a better and more comfortable remote support experience. Try Zoho Assist and share your experience with us.

Offer Remote Support from your Chromebook

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While we’ve been constantly adding new services to Google Apps Marketplace, we’ve also been stocking up the Chrome Web Store. Today we are glad to announce our latest addition to the Google Chrome Webstore – Zoho Assist.
Zoho Assist provides a simple and straight forward user interface to connect to remote computers anywhere in the world, as long as they are hooked to the internet. Once your customer approves access, control the remote computer as if it’s in front of you. 
With Zoho Assist installed in your Chromebook, you can now view and control any desktop without installing any additional plugin or software. Zoho Assist is built with the latest HTML viewer technology, which enables it to be purely web based, easy to connect and hence it syncs smoothly with your cloud based Chromebook.
Well, to put it short, remote support becomes much more simpler in your Chromebook with Zoho Assist. Do install the app from here and let us know your feedback.. We’re all ears!!

New Desktop Plugin for Zoho Assist!

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zoho-assist-desktop-client

Zoho Assist was initially dependent on Zoho Meeting to start a remote session from the desktop. Now, with it’s own new and sleek desktop plugin, Zoho Assist has empowered itself to start sessions from the desktop with a single click.

Browser independence is one of the core features of this new plugin. It runs in the task menu and requires very less memory footprint, i.e., it will not eat your system resources while still being handy in establishing a robust remote session. Another major feature is the Auto-Updation. This will help users to enjoy the new features without any manual updation troubles. One can also resume the previous session with a single click. (you don’t need to create a fresh session every time, thereby saving time)

This Zoho Assist plugin is presently available for Microsoft Windows only. We’ll be releasing the other OS versions soon. You can download the plugin here. Hope the new desktop plugin will help you experience the remote sessions on the fly. Happy remoting!

UAC Support in Zoho Assist

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We are delighted to announce User Account Control (UAC) support in Zoho Assist, our
easy and effective remote support app. UAC support will be of much help to support technicians assisting clients on Microsoft Windows Vista and Windows 7. UAC is a security component which displays a dialog box asking for administrator privileges whenever an administrative task is attempted.




UAC dialog box as displayed to standard users




UAC dialog box as displayed to administrators

Previously, the Support Technician was unable to see the UAC dialog box. The reason for this was because the UAC and the support session run in different modes (secure desktop mode vs normal mode). With this latest update,

Zoho Assist

is able detect the UAC dialog box and informs the Support Technician, so that he can ask the client to bring the UAC to the normal desktop. From that point, the UAC dialog box will get displayed to the support technician. A detailed step-by-step guide is available
here. Please contact us at
support@zohoassist.com with any questions.

Faster and smoother connection process for Remote Support

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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. Many unhappy feelings were posted to support in writing (some polished, some strikingly straight forward) about having the remote user type in information like their email address at join.zoho.com and delays in the connection process through email invitations.

Well, no more delays, time to get set and go! All that a remote user needs to do now is run the little (just 111kb in size) join executable when they type in

join.zoho.com
at the browser’s location bar and key in the session id in the little edit box that is as simple as this:

Join Session Box

Click

Join

and that’s it! A progress bar runs for a few seconds…

Remote connection progress

…and the remote connection is complete.

With email invitations or sending session link via chat, the remote user does not even have to key in the session id which is incorporated with the invitation link. Just running the join executable will do. We noticed that people who are already aware of this change, currently using

Zoho Assist
are pleased with this current setup and the remote connection process has become faster and smoother. So, to all those who had reservations with our previous join process, give our new method a try.

This is just an initial effort at improving the overall user experience and more updates are coming up in this regard. Stay tuned! If your thirst for ease-of-use in getting things done online without leaving your seat isn’t yet satisfied, post your comments
on your expectations for a better remote support experience. We are determined to quench it!

Note: This update is effective only with Windows PCs.

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

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

Sensitive Interactions

…..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? Sometimes you even quit from going through with it.
Isn’t it true that we feel safer when that payment gateway is built
within the site of the online store though it is the same thing. True,
that the online store is sort of concealing the fact that another
service is involved yet it is simply about making it less complicated
for their customers, since the store is certain about the security of the service they have chosen.

Our Zoho Assist’s Embed Remote Support widget works the same way. Instead of directing your remote users to join a
support session through Zoho Assist’s join session page, you can direct them to
your own site page. All you have
to do is simply copy and paste a couple of lines of text (code) to your
site’s HTML source and you get a session-id box with a join button right on your page. This way your customers’ experience is focused around your business’ service, making it more comfortable, easy and safe in perspective.

Here are a few examples of remote service providers utilizing the Embed feature of Zoho Assist (Click on the images to see the actual site pages). The following image is from One Stop PC computer support:

One Stop Computer Support

Similarly, New Frontier Ventures LLC , has remote support built into their web page:

New Frontier Ventures
Now, compare joining a support session through the above pages to the Zoho Assist join session page. What would make you feel more comfortable? Not many of us like giving our email-ids just because we seek service right? You can avoid that for your clients with the embed widget. We are working on complete re-branding options wherein you can even get rid of the ‘powered by zoho’ tag, create your own organization / company support URL and more (for which you might have to pay a little).

Customer experience is of top priority. Make your remote support service easy, secure and comfortable for your clients, try Zoho Assist now! 

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

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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.

He asked me if I could make anything out of it and I said all I can think of and see is a huge question mark in a cloud on top of my head.

After further discussions about what is “talking thing going round and round” going nowhere, I suggested him to make a remote connection to his mother’s PC in Mexico using Zoho Assist and SEE what she was seeing. He said his mother’s computer ideology is such that the monitor is the internet-email and the other box (CPU) is unnecessary. I assured him that if she knows to check her email that will do to gain remote control of her PC. Skeptical but hopeful, he went and started a remote session from the Zoho web page; typed his mother’s email-id and clicked “Start session“.

Glad to receive any email from her son, his mom opened the email, “clicked on one of those blue things with the hand” (email link) and later on Juan’s request clicked on “Join session” from the web page that opened. In minutes Juan was not only viewing but controlling the mouse and working on his mother’s PC located far away in Mexico. Then he typed “Hahaha….I see now what the talking thing round and round is!” I demanded immediate explanation and he insisted it be a suspense.

After a while though, he said he was not able stop the “talking thing” from going “round and round” and some extra help would be good. Ultimately he invited me to also view his mother’s PC by using the “invite” option in Zoho remote support interface. So, three people in different corners of the world were sharing the desktop of a PC in minutes. No internet settings, firewall tweaking, IP address or such. All from our web browsers.

And so, I too figured out what was going “round and round” repeatedly, while it should be going in. It is absolutely amazing how something simple can seem complicated. In collaboration, we browsed through some message boards online on his mother’s computer and after following instructions on one related forum, we got the talking thing to go in. Juan also explained his mother how to talk through it. If you are intrigued to know what was going “round and round“…..click here to see.                                                                      

Remote support is simple and effective with Zoho Assist. You can connect to anyone, anywhere even through firewalls/proxies, NAT. You can have an IT technician remotely control your PC right from his office. If you are in IT support, you even have features like Remote PC Diagnostics and built-in file transfer to exchange and install updates and patches. You can collaborate with your colleagues, share your desktops and work as a team. Try Zoho Assist next time you are in need to remotely control a PC.