Archive for the ‘Remote Access’ category

Review of the Best Remote Support Tools

July 18th, 2015

Managing your own computer from afar or even troubleshooting a family member’s PC without being in front of it is much easier when you have a good remote desktop utility on which to rely. With so many different options available; however, you may find yourself wondering which remote desktop utility is best and will meet your specific needs. Below we take a look at the top remote desktop and management tools to assist you in determining which option will help to make your remote support needs a little easier.

 
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R-HUBTM (which stands for Real-Time Collaboration HUB and is pronounced as R HUB) is a premier provider of web conferencing, remote support, audio conferencing, and desktop video conferencing servers that meet the needs of service providers as well as any organization that needs a reliable support tool.

Unlike competing solutions based on named licenses, every employee can use the R-HUB productivity tools without any extra costs thanks to the R-HUB floating license model. R-HUB’s patented breakthrough “Universal Attendance” technology enables users of any platform to join meetings by using an Internet browser and requiring no download of any additional software. Connect, collaborate, and engage others as often as needed, with ultimate on premise security, simplicity, speed, integration, and branding. As a result, organizations and service providers are able to work more efficiently while saving both time and money.

LogMeIn

LogMeIn is a remote PC access company that allows you to access your work computer or even a distant computer from your own home using your home desktop or laptop. This comes in handy if you forget files at your office and don’t like driving all the way back to the office in order to retrieve them. It could also be used when traveling out of town or even out of the country and you do not have vital files with you. LogMeIn grants you complete control over your work computer or a distant computer from the comfort of your own home by simply installing their software and then getting back to work.

TeamViewer

TeamViewer is the remote support tool of choice for many geeks. It can be used in several different ways. You can direct your partner to download the TeamViewer QuickSupport application, which you can run without needing administrator access or any system configuration. It will give them a session ID and password that they can give to you, thus allowing you to easily remotely connect from your TeamViewer program.

Ammyy Admin

Ammyy Admin is a completely portable remote access program that’s extremely simple to set up. It works by connecting one computer to another via an ID supplied by the program.

AeroAdmin

AeroAdmin is probably the easiest program to use for free remote access. There are hardly any settings, and everything is quick and to the point, which is perfect for spontaneous support.

To obtain more information about R-HUB Products and even receive a free trial, contact us at 1-866-758-0984 or email us at sales@rhubcom.com.

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R-HUB Remote Support Servers: Getting Rid of That Invisible Man!

July 9th, 2015

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Have you ever encountered an invisible man who seems to stand like a wall between you and your remote computer? This invisible man prevents you from controlling the remote computer, and you wouldn’t even know why. Furthermore, your customer would remain equally clueless after handing over his or her computer to you for troubleshooting. This is a moment of frustration that only an IT pro can relate to and it is one that can make it incredibly difficult to do your job effectively.

If you are one such IT pro, you would have by now deciphered who this invisible man actually is. Yes, it is the User Access Control (UAC) window that appears only on the secure desktop and not the normal desktop of the windows PC. UAC is a security setting enabled in Windows operating systems, starting with Vista. So, wouldn’t it be great if you could have a remote solution that is also UAC-compatible?

While it might sound like a dream, it can, in fact, be a reality and the solution is as simple as R-HUB Remote Support Servers.

R-HUB Remote Support Servers is one remote support software that actually is UAC-Compatible; it intuitively detects the UAC window on the remote computer and displays the Run As Service notification. After clicking Run As Service, you can continue your session with administrator privileges, which enables you to access the UAC window. Furthermore, you are able to benefit from all of this without spending a cent because UAC compatibility is available in the trial version.

As a result, you are able to provide vital remote support to your clients without worrying that the process with be fraught with too many challenges. Even better, you are able to do so without impacting your bottom line.

Benefits of Run as Service

With Run as Service enabled, you can restart your remote computer, even in the safe mode and get connected to the session. This can be tremendously important when you are not sure exactly what the problem might be and you need to get right to work. You can also perform various administrative tasks, such as lock the computer, log off the user, and change the password. Please note that these features are available only in the professional edition.

How many times have you had a client contact you because they needed help with these types of tasks? Probably more times than you can count. Now, you can provide the necessary assistance quickly and easily. That translates to greater productivity on your end and improved customer satisfaction. All total, it is a win-win situation for everyone that could help you to boost your business.

If you have not checked out these features yet, take up the free 30-day free trial at http://www.rhubcom.com  and see it work like a charm on you and your customers.

Are you interested in providing UAC Compatible Remote Support? Contact us today at 1-866-758-0984 or email us at sales@rhubcom.com

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Time to Take another Look at Remote Support

July 2nd, 2015

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Today’s remote support solutions offer more than just remote control for PCs and are continuing to expand their functional footprint. That is according to the Technology Services Industry Association’s (TSIA) recent 2015 Remote Support Trends report.

The report advises service executives to become acquainted with the new capabilities and features introduced by leading remote support platforms, such as R-HUB remote support servers.

Service executives are further advised to find ways to leverage the capabilities beyond technical support. Remote support solutions are typically held in high regard by users, consistently delivering one of the highest average satisfaction scores in TSIA’s annual Global Technology Survey.

While remote support tools initial began by helping IT help desks and support organizations reduce incident handling and resolution time, today’s platforms are used across multiple disciplines with a variety of applications. According to TSIA’s survey, adoption levels of remote support tools are high across many disciplines, including support services, field service, professional services, managed services, and education services.

As today’s remote support tools have experienced expanded capabilities, those tools have begun to gain increased popularity. Previously best known for supporting remote PCs or simply adjusting the settings on a remote computer, leading providers continue to introduce more capabilities in each release, including Mac and mobile device support, reporting, management dashboards, and integration. Thanks to the introduction of increasingly new capabilities, business owners in practically every sector are able to take advantage of a number of important benefits.

When Is the Time Right to Evaluate Your Services and Tools?

TSIA’s survey covers 24 categories of services and tools, and typically finds remote support and web collaboration technology to receive higher member satisfaction scores. Although companies are generally quite happy with their current tools, TSIA does recommend evaluating alternative solutions when requirements expand. This is particularly important when a company is considering a deployment model, security features, and connection time.

Enhanced Security with Remote Support

In regards to security, TSIA says that members have reported issues such as customer complaints that a support technician uploaded or accessed personal photos during a remote session. If your current solution does not allow you to control the actions taken by a technician on certain systems while also capturing a secure audit trail and optional video recording of every activity, this is certainly a compelling reason to consider upgrading.

As companies are well aware, customer complaints of this nature can be a very serious issue. Should such complaints go viral, they have the potential to seriously damage the reputation of your brand. By upgrading, you are able to be proactive and provide greater peace of mind to your customers while also ensuring that your brand’s reputation is not at risk.

For further details in order to provide a better remote support experience to your clients, call us today for a free demo at 1-866-758-0984 or email us at sales@rhubcom.com to find out more about how an improved remote support experience can benefit your business.

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Turn Remote Support into a Friendly Experience Using R-HUB Remote Support Servers

June 24th, 2015

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When customers first make a purchase, they are typically happy with it. But, by the time support technicians hear from customers, the mood has usually shifted. By this time, they have a problem, they have become annoyed and frustrated and are perhaps even angry. Whatever is happening on their end, they are likely thinking that their problem is your fault.

Whoever is actually at fault, your support technicians are the ones who are responsible for bringing your customers back to feeling positive about your company. That simply will not happen if the attitude your technicians convey is impatient, accusatory, or if they are more interested in quickly closing out a ticket or casting blame onto someone else.

It’s not always easy for support technicians to stay positive when customers are upset. That annoyed, frustrated, and angry customer may be paying little to nothing for support, and you have to worry about your budget. Furthermore, that customer’s problem may have no direct connection to your product or service whatsoever. No team or company is capable of supporting every conceivable issue. To attempt to do so would be an exercise in futility.

Improving the Effectiveness of Customer Support

How, then, can you optimize the effectiveness of customer support?

  • First things first: try to determine the root cause of the problem. This is important even if you know it’s not actually your fault. Try to engage the customer on a personal level and help him or her to resolve the problem, even if you have quickly ascertained that your service or product is not at fault.
  • Your organization will make a more positive impact if your support team can suggest a solution, provide the customer with helpful steps to follow, or identify the right party to contact, rather than dismissing their request altogether.
  • If the problem is related to your service or product, the question you ask or the directions you give could increase the customer’s level of annoyance or frustration rather than alleviating it. A remote support toolsthat enables you to take over the customer’s computer so that you can see what they are seeing, and show them how you are making a fix, can make a world of difference.
  • Better yet, if your remote support tool possess video capabilities. With such video capabilities, your technicians will be able to diagnose and resolve issues without the need to rely on inefficient or even incomplete verbal and written descriptions of what is going on. This allows you to see problems that your customers might not have even noticed.
  • A happy customer will tell others, but it also worse in the reverse. Unhappy customers will also tell people. A remote support tool with video capabilities helps your technicians to keep your customers happy and coming back to your business.

Interested in providing better remote support to your customers? Call us at 1-866-758-0984 or email us at sales@rhubcom.com for a quick demo.

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How to Get Your Not So Tech-Savvy Parents to Install R-HUB

June 10th, 2015

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When I was 20 years old, I moved out of my parents’ home to attend university. Until that time, my dad frequently used my desktop PC for such exciting activities as looking at pictures of airplanes and buying stamps off eBay.

I selfishly took my PC with me when I moved out, so my dad went out and purchased a laptop for his own use. Not only did that purchase change his life (his was then able to buy stamps while sitting in his favorite armchair), it also changed my life. As the firstborn child, I had and still have the honor of being my dad’s personal tech-expert. So, even today, whenever he calls asking for support, I feel obligated to help.

I’ll admit it is not always easy finding a solution when my dad’s description of the problem is vague at best. (“It’s not working….no, I didn’t do anything!”), and you are not there to personally have a look to find out the source of the problem. I will admit that I wasn’t always aware of the software solutions for remotely supporting friends and family. If I had only known about such solutions earlier, how much easier it would have been.

But, I digress.

R-HUB, fixes the problem of not being able to be physically there. Install it once, access your parents’ PCs whenever you need to do so and give them the remote support they need.

What If You Cannot Be There to Get R-HUB Up and Running?
That is precisely why I came up with this guide that will save you time as well as your nerves. Follow these step-by-step instructions to gain access to your parents’ PCs in no time.

Use the Right Vocabulary
First, let me say that I really should not have to tell you to watch your language not curse right in your parents’ ears. With that said, I do recommend rethinking your choice of terminology. Rather than calling it a cursor, call it “the little white arrow.” Instead of calling it a “browser,” call it “the program you use to get online.” Whatever you are trying to explain, make sure you do it in a way that your parents will be able to immediately understand. It might seem ridiculous, but it works.

Be Patient
Take your time, sit down, relax, and remember that your parents raised you. They probably even paid for your education. There’s a good chance that you owe them, so be patient.

Accessing the Internet
Ask your parents to open the browser. For my dad, the browser is “the Internet.” So, whenever I want him to open the browser, I just ask him to open the Internet and he knows what to do. If you do not know which magic words your parents have for the browser, try describing the icon to them. Below are a few ideas:

  • Internet Explorer-“It’s an E with a halo!”
  • Google Chrome-“The blue dot surrounded by the colors green, yellow and red.”
  • Mozilla Firefox-“Go for the lil fox looking at a blue ball.”
  • Safari-“Look for the compass.”

If your parents use a different browser, there is a good chance they are actually more tech-savvy than you think they are, and they are actually just trying to spend more time with you by claiming they are having problems. Go visit them more often! If it turns out that your parents are not even connected to the Internet at all, you might as well pop on over. Have you ever tried to explain to your parents over the phone how to set up the Internet?

Spell R-HUB
Is your parents’ native language English? Are your parents skilled at touch typing? If the answer to either of these questions is no, you need to make a point of spelling slowly or there is a good chance that your parents will be completely clueless and the process might take a while. Even if it seems like it is taking forever, stay calm, take a deep breath, and remember that you love them.

Download R-HUB
This is really the easiest part, since it does not require a complex download or any configuration.

Start R-HUB
Did your parents manage to find the file? If so, lucky you! You have almost reached the finish line. Do not give up now. The good news is that your parents do not need to install R-HUB, they can simply launch it. Ask them for their ID and passwords and that’s all there is to it. You’re now in control.

Plan Ahead
The next time you’re at your parents’ house eating those amazing cooking your mom made for you just because she knows you love them, just install R-HUB on all of their devices. While you’re at it, add them to your Computers & Contacts list. This will make things so much easier without risking a major falling out between you and your parents.

Are you excited for a demo so that you can show it to your parents? Call us today at 866-758-0984 or email us at sales@rhubcom.com

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