Become a Tech Support Superstar with just a Tablet or Smartphone!

Become a Tech Support Superstar with just a Tablet or Smartphone!

Updated: 1/21/2014

So you’re busy playing Angry Birds when the phone suddenly rings, it’s your Dad and he’s having trouble printing…. again.  Normally what happens next is a very long and frustrating phone call or a trip to Mum and Dad’s to fix the printer “visit”.  Well no longer!  With GoToAssist Remote Support you now have the ability to fix Dad’s printer issue from your iPad and for free!

All you need to do is sign up for a GoToAssist Remote Support Free Mobile Plan, and then download the iOS or Android App.  Easy!

Once you have logged in to the App using the Email address and Password for your Free Mobile Plan, a support session will be created and you’ll see instructions on how to have your client Dad join.  The first way to to direct him to a website and enter in a code, or you can Email a link directly from your iPad.

Once you are connected you will be able to see the screen of the Windows PC or Mac, communicate via the built in Chat and control the computer.

Unlike some of the other remote access Apps available for the iPad, GoToManage takes real advantage of the iPad’s touch screen which lets face it, is the main reason to buy one in the first place!  Instead of dragging your finger around the screen trying to control the pointer as if you were still using a mouse or track pad, you simply tap on the screen where you want the pointer to be, just as you do with most iPad Apps.  If you need to be more precise with where you are tapping simply use the pinch to zoom feature which goes up to 300%, so even fat fingered geeks like me can do it.  Once zoomed in you can fling the desktop around with your finger, it’s like your flying and is are quick way to navigate around especially if the computer you are connecting to has more than one monitor.

If you are old enough you might remember an old TV advertisement showing someone sitting at the beach working… well with a 3g iPad that could now be you.  Or you could just keep play Angry Birds.

iOS App Fact Sheet  and  Android App Fact Sheet

Social Media for Support – Getting started.

Social Media for Support – Getting started.

Last year was a big one for Social Media and 2011 is looking to be even bigger.  It’s time you stopped thinking that only Marketing and PR people need to concern themselves with Social Media, if you’re in Customer Support you should be there too.

You may have already set up a Facebook account, which you soon abandoned after the millionth request for help with someones farm or tried “Tweeting” a couple of times about what you just ate, before giving up and moving on with your life.  You wouldn’t be the first to roll your eyes and exclaim “I tried it, and I don’t get what all the fuss is about?” The point is, it’s not really important if you “get it” in the beginning, chances are some of your customers do “get it”  and they’re expecting you to be there listening.  Underneath all of the links to funny cat videos and famous quotes you’ll find many people simply asking questions, I’m going to show you how using a couple of simple tools you’ll be able to find the questions being asked about you.

The first tool I am going to suggest to you is Google Alerts, it’s been around a while and is very easy to use.  Basically it allows you to set up automated searches using the key words of your choice e.g. Company name, Product or Service name.  The results of these searches are then sent to your Email right away, daily or weekly.  You may wonder what is the benefit?  Well it’s a very easy way to find blog and online forum posts that you would other wise miss and redirect wayward customers back to your own Knowledge Base and Support Sites.

The second tool is specifically for Twitter and is a great way for you to see how much activity there is before you setup a dedicated Twitter account.  The site is called TweetGrid and it allows you to set up a grid of keyword searches for Twitter posts, 9 x 9 being the maximum.  Each search box automatically refreshes so you can pretty much set it and forget it.

I only a few minutes you’ve set up an automatic Social Media monitoring station, the next step is to simply watch the results come in and then decide what kind of response is required.  I’ll cover formulating a support strategy in another blog post soon.