September 1, 2006, Newsletter Issue #30: Help the Helpless with Remote Computer Control

Tip of the Week

If you run a helpdesk for a technology company and don’t use computer remote control software, then you’re missing out. Your average call times are probably longer and your clients will often be exasperated with the instructions they’re fed over the phone. Let us not forget that more than one person has mistaken his CD ROM for a cup holder in the past and that these same people are the ones calling your help lines.

Remote computer control will allow your helpdesk personnel to perform remote administration of these clients’ computers, allowing them to fix any problems, install any necessary patches, and generally get things working without the client having to do anything. Computer remote control products, such as SupportDesk Pro, Linktivity, or SupportAnyPC also generally include desktop sharing capabilities, so that the helpdesk person could conceivably do a quick visual demo on how to use some aspect of the product on the client’s own computer, which is more effective than explaining something step-by-step over the phone.

Computer remote control software can therefore—and has been shown to—significantly reduce call times and overall helpdesk costs, so waste no time in adopting it as part of your helpdesk strategy today.

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