Help Desk Software Central | The Benefits of Remote Helpdesk applications

In the IT industry, technicians and customer support staff are required to explain the fundamentals of the product to users who may only have a limited understanding of the product that they are inquiring about.

Avoid the frustration common to the technician/customer relationship
If you talk to anybody who has experience working as an IT technician or customer service representative, you will hear stories about customers who don't understand the basic functions of computers and lack even the slightest shred of computer savvy. These calls can take upward of a half-hour to an hour just to get a customer to run an application, installs software onto their computer, or even get to a correct web site address. In other words, in the time it takes to satisfy the needs of one of these types of customers, you could have satisfied the needs of 3, maybe 10 other customers who have basic working knowledge of computers.

What's worse, is that these customers will most likely callback again with a new problem or even the same problem, because they didn't quite understand what went on in the previous phone call. In either case, that's money lost!

The remote user solution
And these types of calls don't just happen once in awhile, as more and more people rely and computers for more and more things, the influx of "newbie" users will increase. So what is the answer? Should you just refuse to deal with the customers who don't quite understand the finer intricacies of computers? Focus all of your attention on more knowledgeable users so you have a higher rate of customers were satisfied with your support staff, and just chalk up those other customers as an unfortunate consequence of business, and in the process keep your technicians from ripping their hair out? NOPE! All you have to do is get the proper remote helpdesk software.

With remote helpdesk software from Help Desk Software Central, you can take the stress out of “newbie” customer and technician relationships.

One of the major reasons why it is so frustrating for technicians to convey their instructions to certain customers, is that the visual element of learning is not present. For a customer who may not understand the concept of a drop-down menu, or who panics whenever an "illegal application" message appears on their computer, may lead to some confusion when a technician asks them to click on the start button, select run, select CMD, etc., etc. In fact, no matter how much patience the technician has, or how clear the technician speaks, giving a list of instructions to an inexperienced computer user tends to result in a customer getting lost on the first step of the instructions, and the technician having to repeated over and over again, or struggle to find an easier way to get the point across.

With remote helpdesk software, your technician can effectively get inside the customer's computer. Every instruction that the customer needs to carry out, can be done by the technician. And customer has to go to a certain web site, the technician can take them there. If an update or new version of a software application needs to be downloaded or installed, the technician can do it. It's technician needs to run an application or program on the customer's computer, now they don't have to explain and re-explain the procedure, they can just do it. Best of all, a solution to at most technicians consider the most frustrating situation of all - figuring out what is wrong on the customer's computer when they don't know what it is. Technicians can now browse all relevant files on the customer's computer.

So make your technician’s jobs a lot easier by switching to remote helpdesk software from Help Desk Software Central. Try our free demo today.

If you would like to learn more about remote helpdesk applications, click here. If you would like to order a free demo CD, click here.