Archive for the ‘Remote Support’ category

5 Great Remote Windows Desktop Connection Solutions that are easy to use

June 27th, 2017

Accessing your remote window desktop is easy when you have the appropriate tool. Let’s have a quick glance to 5 of the best available solutions on the market.

Tired to solve the conundrum of how to access a remote windows desktop? You have simply to change to the right tool. These five products will enable you to control your remote Windows desktop with ease and without pain.

R-HUB remote desktop severs. It is an ultimate solution to the problem of remote access through the so-called on-premise server based technology. Compact, silent and light, these plug-and-play devices can be really placed on a shelf of your bookstore. They need no support, no dedicated cabinet and no maintenance. R-HUB`s remote desktop servers are also powerful and highly-scalable, and the price is really at everybody’s reach.

Through R-HUB`s remote desktop servers, the access to a remote desktop is quick and easy even from your mobile. In that way, you can print documents from remote (for example while travelling on a bus), and have your applications and files always at reach.

R-HUB`s remote desktop servers are highly professional devices that can be also used to assure remote support to unattended computers. For further information, please visit R-HUB web site at: http://www.rhubcom.com 

TeamViewer:  Very rich in features and functionalities, this software is one of the best solutions to access a remote desktop. It fits for Linux, Mac, and, naturally, Windows. It is easy to use and works on almost every device, including mobiles.

One of its most appreciated features is that it is also available as free versions. It is not necessary to install any software, and the product can be also used for video-conferencing. In one world, TeamViewer is an all-in-one solution. For further information, please visit their website at: http://www.teamviewer.com

Microsoft Remote Desktop: It is purposely designed to remotely connect to any Windows desktop from another pc or from smartphones, and it is free. These two features make this application difficult to beat, if you are looking for a specific product for Windows. It is included in the Windows packet.

However, the other products are more versatile, as they can be used also with Linux and Mac operating systems. Another issue is that this app doesn’t allow you to have video conferences, contrary to the other products on the list.

Chrome Remote Desktop: Similar to Microsoft Remote Desktop, this application allows you to access another computer through Chrome. The difference with the tool of Microsoft is that Chrome Remote Desktop is more powerful, as it is also possible to access devices with Mac and Linux as operating systems.

Join.Me: This tool is a general purpose application that can be used also to have video and audio conferences. Its strong point is that users do not need to download any software. For the rest, it is very easy to use and rich in functionalities, from screen sharing to unlimited audio.

Naturally, at the end of the day another good solution is to use your Remote Desktop in Windows 10. The steps to follow are the following ones:

– 1 Open Settings and then System>About. Take down your pc’s name.
– 2 In Settings, look for System->Power and Sleep and check for Sleep set to Never.
– 3 Finally, enter your remote pc’s full name into the Remote Desktop Connection of your pc, and here we are. Now, you are connected to your remote pc.

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The Secret of an Easy Remote Support

May 25th, 2017

When your remote support team is in the condition to work smoothly, they get automatically able to deliver a faster and more effective service with subsequent better satisfaction of your customers. Let’s quickly see the common best practices to make your remote support work easily and steadily.

Never neglect the importance of things like remote support. The most of your customers will judge your company mainly on the base of the support they will get from you. So, how to make your remote support more effective? A strategy is to put your remote support team in the best conditions to work, as a happy worker is often a great assistant. Let’s go through the best practices to do that.

Choose the right tools. Your remote support team members have necessarily to utilize a tool for remote supporting to deliver their services. Prefer products with an intuitive and easy-to-use GUI, like R-HUB`s Remote Support Server http://www.rhubcom.com/v5/remote-Support.html In general, ergonomics is one of the aspect that designers take care of. But it is also important that the remote support product you are going to buy has all the functionality your team requires. So, it is not a bad idea to ask your workers their opinions before wasting your money on a product that is difficult to use.

Give your workers headsets. Your remote support team should adopt headsets and Bluetooth and abandon telephones. The reason is quite simple: smartphones and standard phones propped up between your workers’ heads and shoulders are one of the main causes of bad postural positions with consequent neck pains. And someone with neck pains is not going to service customers in the best possible way.

Assure your workers are silent and free-of-distraction environment. Remote support requires dedication and attention. On the other hand, your customers need to feel that the technicians that are serving them give them all their attention. Therefore, the working environment of your remote support team must be clean, relaxing and silent.

Take care of connections. It is difficult to imagine something more annoying than a spotting connection that fails at the climax of the conversation. So, do not save money on networks, lines, cables and connections. Again, better an on-premise server based solution, like R-HUB remote support server, than web browser based solutions, as it ensures safer and reliable connections between your organization and your customers.

Train your technicians. A good technician is not necessarily polite and good-mannered, or gifted with good communication skills. Yet, these qualities are important to deliver a good service. Fortunately, your team can be trained to excel even in these tricky areas today. Invest some money also on education and training, and you will never regret it. Remember that machines are important, but never as much important as the human factor.

Are you interested in the problems connected with remote support and remote support team management? You are going to find useful resources and interesting articles on this challenging topic on R-HUB`s blog at http://blog.rhubcom.com/

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Four top-quality solutions to get quick and easy access to a Remote Computer

February 6th, 2017

Why remote access is still important today? Despite the clouds, many companies prefer to keep their sensitive documents on their own hardware because of safety concerns. On the other hand, it is an inexpensive and fast way to rescue your team, when there is a technical hitch or a system crashes. In this article, we are exploring some of the best products to get a quick and easy access to a remote computer.

What solution to adopt for remote access/control?  Technically, the match is between on-premise server based solutions and software based solutions. The first approach has the great advantage of ensuring the highest level of security; the latter is appealing because no hardware is needed.

Contrary to what readers could expect, prices do not change so much on passing from a solution to the other. While there are inexpensive servers for remote access, like R-HUB`s Turbomeeting, some software can be very expensive because of its license system.

R-HUB`s Turbomeeting (http://www.rhubcom.com)

Advantages:

Highest level of security;

Remote access from any mobile device;

No need of IT team, being R-HUB`s remote support servers plug-and-play products;

Unattended remote support.

R-HUB Turbomeeting merges the advantages of the traditional on-premise server based solutions with the advantages of software based solutions. The result is a fast, scalable, easy-to-use and easy-to-install product that can be the right solution for a huge range of customers with different needs, from small businesses to charities.

Price: R-HUB`s remote support servers start from $295. R-HUB flat license policy allows you to add a virtually unlimited number of clients at zero cost.

Yuuguu (http://www.yuuguu.com )

Advantages:

Multitasking: it handles web conferences, remote access and collaboration.

No need to download any software or sign up.

100 minutes free each month.

This app with a tricky name is a browser-based solution. It means that the only requirement is having a web browser installed on the pc. Remote access happens through web browsers as well.

Coming to price, the yearly license costs 74 euro per person that hosts a Yuuguu session.

LogMeIn ( http://www.logmein.com)

Advantages:

Compatible with a large number of platforms.

Easy-to-use and rich in functionalities, like remote printing, file sending from desktop to desktop, remote diagnostics, analytics and monitoring.

Free version available.

LogMeIn is one of the most popular and easy-to-use platforms for remote control. Its free version offers all the necessary functionalities for a basic usage. Though, there are also many versions of the product with similar features, which can be sometimes a bit annoying.

Price:  a one-pc license starts from 249$ a month.

Techinline

Advantages:

Safe connections.

No need to pre-install software.

Flexible: it can be utilized also by big organizations.

Techinline is presented as an ideal solution to quickly inspect remote desktops and solve technical issues. Chat sessions to troubleshoot problems are available and the ability to copy and paste files as well.

Price: Techinline license starts from 30$ per month.

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4 Top-quality Tools for giving Remote Technical Support

February 3rd, 2017

What is the best solution for giving remote technical help? Very helpful in troubleshooting remote computers, tools for remote support help both clients and technicians to save time and money.In this article we are outlining four products that have built reputation in the last few years.

Through remote access, it is possible for technicians to perform all the necessary troubleshooting steps to solve a technical issue without the need to physically go where the computer is located. In this way, the hours billed are much fewer, with consequent lower technical support service fees.

Products for giving remote technical support must be safe and reliable. This is the reason why we have place on the top of the list of our preferences an on-premise server based solution, R-HUB remote support servers http://www.rhubcom.com/v5/remote-Support.html

On-premise servers are well-reputed for the high security level that they ensure, being real hacker-proof devices and preventing data leaks and data losses. The specific advantages of R-HUB remote support servers are the ability to support both attended and unattended remote computers, to run concurrent sessions also on the same pc, and to allow additional staff to join a remote support session to give help.

The cons of the approach based on on-premise servers have traditionally been the high costs of buying and maintaining these machines. However, R-HUB has brilliantly solved these issues; their remote support servers are small, silent and inexpensive plug-and-play devices that do not need any IT team. In conclusion, R-HUB remote support servers combines all the advantages of on-premise solutions  with the advantages of  web based solutions at a very convenient price.

The software based products have undoubtedly the great advantage to please those who do not love to have hardware around. An example of this kind of tools is:

LogMeInRescue https://secure.logmein.com/home/it , a web application that allows users to  remotely access pcs or give/get remote technical support.What makes the difference with other software  for remote access is the availability of many functionalities that are usually absent in this kind of products, like chat, audio and video calls, and session recording.  There is no software to install, and mobiles and tablets are supported.

TeamViewer  https://www.teamviewer.com/en/  has a free version that is very popular and mostly utilized by people for personal tasks. Its strong point is the easiness of installation and configuration, as it is not necessary to configure any port or other special setting. All main operating system like Windows, Android and iOS are supported. The paid version offer a huge set of useful features, from HD VoIP to Chat and Whiteboard.

Last but not least, ScreenConnect  https://www.screenconnect.com/ offers good features and an excellent support by its team of developers. It is easily customizable with your company brand and may be deployed on your own infrastructure, if you buy their self-hosted license.

If you are interested in tools for remote support, you are going to find more resources and articles on R-HUB web site http://www.rhubcom.com

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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 http://www.rhubcom.com

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