Have you tried the remote control feature in ConnectNow yet? This useful functionality enables you to control another computer from your own desktop. You can be sitting at your desk in Chicago, logged in to your ConnectNow meeting room with your colleague from Tokyo, and, with permission, take control of your colleague’s computer.
Here’s a real example. I have a friend named David who works at a startup software company. OK, he IS the company: chief software architect, QA manager, documentation writer, and technical support engineer. David has created a good piece of software for retail businesses and he takes pride in being available to his customers around the clock for technical support. The problem is, his phone does ring and he spends too much time trying to walk people through troubleshooting procedures. I told him there is a better way.
David can get an Acrobat.com account and create his own ConnectNow meeting room. When a customer calls with a problem, David can send an email with the URL of the meeting room to the customer. Once they are both in the meeting room, David has the customer share their screen. Then, David clicks the Request Control button. The customer clicks a confirmation message to pass control. Now, here’s the beautiful thing – David now has complete control of the customer’s computer. The customer can watch as David fixes the problem and since they are still on the phone together, David can verbally explain what he is doing. This is an incredibly efficient and fast way to do technical support — and boy are customers wowed.
As a personal example, my husband does the same thing with family members. As the resident computer tutor for our family, my husband received calls from grandparents, parents, cousins, nieces, and nephews to fix their problems. He frequently spent countless hours on the phone trying to help, shall we say, the more “technologically challenged” members of the family who lived far from us. If he had been able to go to their home, he could have fixed the issues himself in just minutes. Now, he goes into his ConnectNow meeting room, sends the family member the URL via email, asks them to share their screen, requests control, and BOOM, computer is fixed and family is once again impressed by his skills.
The remote control feature is one of the most powerful options in ConnectNow . Give it a try and let us know the creative ways you are using remote control.
To see a one minute demo of the remote control feature, go to the ConnectNow Quick Start Guide and click “Requesting Control of a Shared Screen.”