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Remote Control Software Can Control Software Support

Sep 9, 2008
With the invention of the internet, individuals have been able to connect with each other in new and interesting ways that were never before imagined. As we progress, businesses are also learning how they can utilize these methods to improve the quality of their service and better satisfy their customer needs.

Software support has long been a battle between the misunderstood client and the frustrated technician. The client can't understand what the problem is, and the technician can't fix it over the telephone. Trying to get the client to do the job for the technician usually results in a lot of aggravation on both ends.

To resolve this problem, technicians started coming out to the client's house to fix the problem manually. Unfortunately, this is both costly and time-consuming, and limits clients who are not in an area where technicians are close by.

With the creation of remote control software, software support technicians can suddenly use the hands-on approach. All it takes is a quick installation on the client's end of a program that will allow the technician to operate the client's computer as if it were right in front of them. The benefits to this technique are numerous.

A client can now show a technician in real time what the problem it that they're experiencing. The technician can see first-hand what solutions will work, and what solutions may not work. It also removes the need for a support technician to give hard-to-follow directions to clients who really don't understand what they're doing.

Another interesting benefit to utilizing remote control software is that the client can actually see what the technician is doing right on their screen. If the problem arises again in the future, the client will be able to solve it on their own, once they've witnessed the support technician doing it for them. Perhaps in turn, the client may now be able to help friends and family with similar problems, which will help them avoid contacting software support themselves.

And the overall benefit for both the company and the client is that a lot of time, money, and hassle is saved. Technicians don't have to spend resources getting to the client's location to solve the problem manually, and clients don't have to suffer long wait times until their problem can be resolved. Support technicians are now able to do their job quickly and efficiently, and move on to the next client even faster.
About the Author
Martin runs his own Technology website at Ghacks where he reviews software like Remote Control Software and other business related programs.
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