Archive for the ‘Remote Support’ category

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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Help anyone Remotely with R-HUB Remote Support Servers

August 12th, 2016

R-HUB remote support servers provide a great way to help everybody remotely, no matter if he is a technician, a salesman, or simply a friend that needs help. In this post, we will review this precious tool of R-HUB product suite.

Ever been in need of giving or getting remote help? Probably many times, especially for technical issues, like something to fix or a PC that won’t work. Or you have been in a situation where remote help could have sorted things out without the need of the physical (and usually very expensive) presence of a technician. Now, maybe you do not know that remote support sessions are a great way to provide quick and easy remote help, no matter whether it is your sales agent that needs help, or a friend that has problems with its pc.

What is a remote support session? In a remote support session, someone that is called remote supporter can help a customer or another member of the staff to resolve issues through connecting to his laptop, pc, or mobile device. The supporter can also get full control of the remote computer and convert an attended session into an unattended one.  Other features of R-HUB remote supporting are document sharing, fully registration of sessions for auditing or other purposes, and remote access to a pc or laptop by utilizing a mobile, as R-HUB servers fully support Android, IPad and IPhones. Last, it is also possible to run multiple support sessions on the same computer.

In this way, remote help is given without sending someone on the spot, with consequent money saving. There are some other advantages, anyway, like, for example:

  • The remote supporters has the whole documentation at hand and can share easily, documents and knowledge with the person in need;
  • The multiple support session feature allows getting help from a team, even composed of several people that are not physically on the same place.

A R-HUB remote support session is managed through a R-HUB remote support server. Light, small and silent (they have the size of a book and can be easily stored on a shelf of a bookcase) , R-HUB remote support servers are plug-and-play machines, which mean that they start working immediately after being connected to the electricity grid.

Other interesting features common to all R-HUB remote support servers are that they are easy to install and configure, they are self-upgrading, and they need no maintenance or IT dedicated teams.

Price is low. A R-HUB remote support server costs $295 only. On line, free trials are available, all you need do is to open a free account. If you are interested, visit R-HUB web site, http://www.rhubcom.com/v5/remote-support.html

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I Want to Remotely Access My Home Computer – R-HUB Remote Support Servers

July 21st, 2015

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Your home computer is the perfect machine. It is customized to your precise needs, runs all your must-have apps, and holds every important file you might ever need to access. There is a catch; however: It’s not exactly practical to lug a computer with you everywhere you need to go. This can make it somewhat inconvenient when you are at work and need to access a file from home or when you are traveling and need certain files from your home computer. That’s where remote access comes in handy.

Below are three easy ways to control your home computer from anywhere—your laptop, your phone, or even a friend’s computer, as though you were sitting directly in front of it. This is a great benefit for you as well as for your friends and family members.

The Simplest Option: Use R-HUB Remote Support Servers

By far, the easiest way to access another computer is to use the awesome, cross-platform R-HUB. Here’s how it works.

  • Begin by downloading and installing R-HUB’s TurboMeeting on both your home computer and remote computer. 
  • Next, start Remote Access Meeting 
  • Now, log into your account on your home computer. Leave R-HUB TurboMeeting running in the background when you leave the house. 
  • Run R-HUB TurboMeeting on your remote machine and log into your account. You should immediately see your remote session meeting ID in the list. Click on it to start a remote session with that machine. 

That’s all there is to it. It really is that simple. With this tool, you can quickly and easily share files between machines. Never again do you have to worry about being in one location and needing to access a file from your home computer or another machine.

You can also view multiple monitors and configure advanced settings to make run as smoothly as possible. Even if you are trying to connect two Windows computers or two Macs, I would still recommend using R-HUB. Please note that R-HUB also has an iOS app, if you want to connect from your phone, as well as a web client if you’re on a friend’s computer and don’t want to install any additional software on their machine. Furthermore, it has support for wake-on LAN, which means you can put your home computer to sleep and wake it up when you want to use it, all without being in front of it. That’s pretty great. You can gain access to all of your files at any time without worrying about any restrictions. This allows you to be far more productive while saving a tremendous amount of time, something that everyone wants to be able to do in today’s fast-paced modern world.

Are you interested in accessing your home computer from anywhere at any time? If so, we invite you to try a 30-day trial demo at http://www.rhubcom.com. Additionally, you may also contact us at 1-866-758-0984 or email us at sales@rhubcom.com.

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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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