Archive for September, 2016

10 Things you can do to make Remote Support easier

September 22nd, 2016

Your remote support tasks will go more smoothly — and your users will be happier — if you follow a few simple practices.

1: Be consistent

Believe it or not, you’ll be revisiting end users more than once. Some of them will pop up in your ticket queue over and over again. So you need to be consistent in your approach to remote support, in both how you instruct end users and which tools you use. This will go a long way toward easing the worries of your end users and it will make your job a lot easier.

2: Find the right tool

There are a lot of tools out there for remote support. TeamViewer, LogMeIn, GoToMyPC, R-HUB remote support servers each one offers a different feature set and a drastically different UI. It is important to find the right tool for your use — one that has a UI you can easily use and one that serves every purpose you need. If you that one solution doesn’t work for everything, you can employ multiple solutions. Just remember you must not throw curve balls at your end users.

3: Never panic end users

The phrases “Oh no!”, “Oh crap!”, “Well, that’s not right!” and the like should not be a part of your remote vocabulary. Let’s face it. At some point, you’ll find a remote you can’t fix. When that time comes, be professional and don’t worry your end users or let them know you either messed up or a problem is beyond your skill. Make sure they know the issue will be resolved but you might have to escalate it to an upper-level support technician. This ensures the client understands you have their best interests in mind.

4: Use a headset or Bluetooth

This should be a no-brainer. Do not try to do remote support with a cell phone or standard phone propped between your shoulder and your head. Why? You’ll risk the client hearing you drop your phone and you’ll wind up with neck problems. This is a small investment that will make your job much easier. And I’m always shocked when I see remote engineers not making the easiest change that will give them the most physical benefit.

5: Control your environment

When working on remote cases, you need to be free from distractions. Extraneous noise is one of the biggest problems. When you’re working on a remote, your clients need to know your attention is on them and that you’re working within a professional environment. This also means you must not work from a public Wi-Fi. Unless you have no other option, make sure you run your remote sessions from the quiet of your own office.

6: Point and click

If you have end users you help frequently — and they have trouble pointing their browsers to URLs — add a support icon on their desktops that will make your help just a double-click away.

7: Document calls

You should be keeping notes of everything you do. This may seem like a pointless task, but one day you will regret not knowing what you last did to a client machine. At the end of each session, make notes in a client file of what you did. Date the notes so you have a running record of everything. This can also help you should a client question you on what you’ve already fixed on their computer.

8: Have a reliable connection

If you’ve ever done a remote with an end user who has a slow or bad connection, you know how frustrating that can be. Don’t exacerbate the issue by having a bad connection yourself. Not only does this make your job challenging, it makes you look unprofessional and causes any given task to take much longer than it should.

9: Purchase the software you need

Don’t try to get away with using the free version. If you are serious about doing remote support, purchase a full license for the software so you aren’t limited to five minutes or hindered by the lack of features found in the full version. This is your job. Take it seriously and have the full versions of the tools you need. Besides, you should be able to write off the cost of the software come tax time.

10: Be polite… but be efficient

Do not be rude to your clients but don’t spend too much billable time chitchatting with them. Yes, it’s okay to chat while you’re waiting for a download or a reboot, but keep it short and sweet. The more you gab, the longer the job will take. The longer the job takes the more it will cost the end user. And you know which rabbit hole that goes down.

Remote support does not have to be difficult. Your clients depend upon your being efficient and professional. Give these suggestions a try and you will find that your process smoothes out and your clients are much more satisfied.

Interested in providing remote support tour clients? Call us today at 866-758-0984 or visit our website

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4 Tips for Conducting a Web Conference Training Session

September 22nd, 2016

Web conferencing can prove to be an invaluable tool when training multiple staff across different offices or locations.

Whether you’re unveiling a new company policy, deploying a new piece of software or explaining a new strategy or direction, web conferencing can allow you to communicate your message more effectively than would be otherwise possible using conventional means.

Here are four tips for conducting a successful web conference training session.

1.) Choose your location wisely

As the person leading the web conferencing session, you need to position yourself in a quiet place where you know you will not be interrupted. Minimize the risk of background noise or distractions, as these can be highly disruptive for other participants.

2.) Clear your screen and prepare your computer

When conducting a web conference training session – or any web conference for that matter – you need to ensure that your computer is properly prepared and free of any programs or windows that might cause an interruption.

Ensure automatic software updates are switched off and that there is no risk of your PC or laptop going to sleep during a period of inactivity. If you are using a PowerPoint slide show or other such presentation program, make sure it is full screened for maximum effect.

3.) Keep sessions short or allow breaks

As with in-person training sessions, your web conferencing seminar will be much more effective if you leave time for breaks and rest periods.

According to the University of Utah Health Sciences Library, attention spans will begin to “decay significantly” after 20 minutes of concentration. If your session is going to extend to 30 minutes or more, consider splitting it up into multiple sessions or allowing 5 minute breaks as necessary.

4.) Leave room for questions

One potential downside of a web conference training session is that participants may feel less comfortable asking questions, or may be confused as to how to get the presenter’s attention.

This can be easily overcome by regularly pausing during the session to ask if everyone understands what’s going on, or by leaving time for questions or concerns at pre-determined intervals. Best practice is to let participants know at the beginning of the presentation how and when to ask questions so their expectations are met.

Interested in web conferencing for your business? Contact R-HUB Communications today at 866-758-0984 or visit our website

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10 Tips and Hints to retain Webinar participant attention

September 21st, 2016

Maintaining participant attention is more difficult in a webinar than in live presentations, as visitors can simply close their web browser and leave the meeting unnoticed. Let us see ten common tips to keep your audience stuck to the screen up to the end of your presentation.

  1. Deliver useful content

Watching a screen is more tiring that watching a live speaker. So, it must be well worth dedicating so much pain to you. Great and useful contents delivered in a clear, compact and simple way is the only currency that your audience will really appreciate.

  1. Ask questions

Human attention increases immediately when a question is asked. So, ask questions during your webinar quite frequently (4/5 minutes) in order to keep the participants attentive.

  1. Utilize schemes, photos, keynotes

After few minutes, it is inevitable that the attention of your audience on your voice decreases. Visual elements are really helpful because they involve another sense, sight. Remember that images must be simple, as complicated images are a factor of distraction. Visual elements are also helpful to understand the contents of a webinar. According to scientists, the combination of visual and auditory stimulation increases human perception of information from only 15% to a stunning 65%.

  1. Change modes

According to psychologists, human beings are able to concentrate on one process at a time for about 25 minutes. Then, they need rest. A trick to maintain participant’s attention is to change the mode of the webinar, for example by shifting from a keynote to playing a video.

  1. Tell stories and show testimonials

Personal stories are more interesting than an arid sequence of tables filled with numbers. Remember that a negative experience often teaches more and better than a positive one.

  1. Make pauses

It is a simple, but important rule that you must never forget, even in a live conference. A sudden pause attracts immediately listeners attention and make them concentrate on the presenter.

  1. Avoid background noises and sounds

Background noises and sounds are a powerful source of distraction. Try to keep them away as much as possible. Close your mobile, close pop ups, disable notifications, close every chat, and ask your colleague to avoid calling you during your presentation.

  1. Provoke

Provocations are great way to get participants active and attentive. They can be combined with questions; follow a provocation with the usual question: do you agree or not? Adrenalin will rise up immediately….

  1. Change tempo and rhythm

This is another classical tip that works well also in live webinar. Remember that nothing is more tedious than listening to a voice that has always the same monotonous tone.

  1. Tell funny stories

A funny story or a joke can be useful to amuse your audience and give participants a moment of relax during presentation on difficult, complicated subjects.

Do you wish to learn more? You can find many more useful suggestions and tips about how conducting a webinar on R-HUB web site. For further information, please visit R-HUB website

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Global Trends in Webinars in 2016: An Outlook

September 19th, 2016

More and more users are utilizing tablets and smartphones, the importance of social networks for webinar promotion purpose is growing, but there are also more and more concerns about safety issues and privacy.

What have been the global trends in webinars in 2016, so far? Now that we have come around the halfway of the year, some general trends start to come out. So, let’s see what online conference organizers shall get ready to deal with next months.

1 – The increase in the number of users that use their tablets and smartphones to participate to webinars.

According to Adobe, there was a growth of 33% of the number of people that use their smartphones to watch videos in 2015. Being actually webinars anything else than video streams, this brings us to the conclusion that the amount of users that prefer to attend web conferences through mobile devices will be on the increase during the whole rest of the year.

The winning strategy: if you are a webinar organizer, choose webinar services that are well supported on mobile devices, like R-HUB web conferencing servers that have appositely designed apps for Android and iOS powered tablets and smartphones. The apps are freely downloadable at Google Play and App Store

2 – The ability to promote webinars through social networks has become a key-factor of success.

Social networks continue their quick growth.  As a consequence, it is basilar to have a good social network strategy. This is true for almost every business and industry, but especially true for webinar organizers. Remember that those who could potentially appreciate your webinars are generally social network animals.

The winning strategy: Advertise your webinars through the social networks by placing announcements, short posts, and comments. Try to keep in touch with your audience by opening focus groups on Facebook. Utilize Twitter not only to advertise a webinar, but also as a way to get your participants’ comments and feedbacks.

3- People’s concerns about online safety and privacy will increase.

Privacy is seriously threatened in a world of avid marketers that try to outline their potential customers every moment. Social networks and search engines make the most of their money by selling users’ data. So, people concerns are on the increase, and someone starts distrusting online services in general and webinars in particular.

The winning strategy: Have you ever heard of on-premise servers? They are magic, as they are both safe and incredibly data-leak resistant. R-HUB’s web conferencing servers use this technology. They work from behind your firewall. Hence, they assure you a much better level of security than hosted services.

4 -The popularity of online conferences is growing

Webinars are not all. It is web conferencing that has been booming in the last few years, as attending conferences over the internet has become trendy. It allows you to save time and money and to get in touch with friends, relatives and colleagues in just few clicks.

The winning strategy: Change your unidirectional and boring webinars into involving conferences where people can ask questions, share documents, participate to pools, in one word, be active.

If you are interested in organizing a secured webinar, R-HUB offers a 30 day free trial. Visit for more information.

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