The IT service business is a growing concern. Many companies in this field are doing their best to attract customers. First engagement will make an important impression, whether the customer wants to stay with your service or not. Because of that, the remote solution vendor offers a different way to make the first call as simple as possible. They normally claim no preinstalled software, just a few clicks then you are connected. Let take a close look at how simple it really is?
In general to start the session, the customer will need to run their internet browser. Therefore, the first click is to open the browser. The next step is going to the service website, which is mentioned by the IT technician through the phone, email, or SMS. When the website is opened, it will automatically load an application file. Depending on your operating system and the browser, you may need two clicks here: one to confirm downloading and one to open the application and run it. The application will ask you to input a session code that is provided by the support technician. The last click is to start the application. From there the technician will handle the rest of work. So in total there are four clicks and dozens of key strokes. Is really that simple?
Well, it is straightforward to a person with little knowledge about using computers. However, it does not mean all users can do that. My father is an example, he does not know how to start the browser if the link I created on the desktop is gone. If the website name is not in his own language, things will be difficult for him. The protection software that I installed on the computer to protect him may interfere with the steps above. In many cases when a customer computer could not boot up or network settings go crazy the above procedure is useless. The customers have only two choices: either bring the computer to your shop or have a service technician come fix the computer.
Moreover, there is also the case a zero-tech user needs to call for IT support. Do not laugh me…there is indeed a need. A mother used to ask me to help her to check her kid’s laptop. She does not know anything about computers but she is really concerned about what the kids are doing. If you are the parent of teenage kids, you may have same worries.
ELINKGATE is proudly introducing eLinkMe, a USB token that makes thing even simpler. Customers will need zero mouse clicks and zero keyboard strokes to start a remote session. Just plug the device into the computer then press a button on. Then the session is created and an IT technician will get access to your computer. This can work even if the computer could not boot up or network is down. Is there anything that can be simpler?
Full disclosure, we also receive negative feedback sometimes…they claim that customers needing to have a device before getting the support is not straightforward. Well, that is a drawback, but the benefits outweigh the costs. There are plenty of ways to make it happen:
- You could offer this to a customer when they buying a new laptop as a token of commitment. Customers will love something physical instead of just a signed paper.
- An express service to deliver the device to customer’s door by non-tech people is also a way.
Finally, at ELINKGATE, we believe that everyone deserves to enjoy the benefits of the digital era, while avoiding the associated problems, which can be achieved simply by seeking the assistance of experts. Keep your fingers crossed, we will work hard to make this happen.