Posts Tagged ‘Remote Support’

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

June 24th, 2015

build_trust

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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Breadth and Depth of Deploying Real-Time Collaboration Tools

January 22nd, 2015

Over the past several years, real-time collaboration tools have matured to the point that the value of such tools has become clearly obvious. In fact, as real-time collaboration tools become easier to use and more oriented toward multimedia and mobile, practically everyone in business can benefit from these tools.

The Benefits of Real-Time Collaboration Tools

Perhaps the biggest benefit offered by real-time collaboration tools is increased productivity. It is now possible to communicate more succinctly and quickly with customers, coworkers, service providers, partners and anyone else with whom you need to communicate regularly using real-time collaboration tools.Along with helping to save time, collaboration tools also help to reduce expenses. Regardless of industry, in every business each employee has associated with him or her a cost of necessary tools that must be provided in order to allow that employee be as productive as possible. Such tools might include a computer, desk, telephone, etc. Companies are increasingly finding that real-time collaboration tools are now a necessity that must be added to the list. Even so, rather than increasing the cost burden of outfitting a new employee, real-time collaboration tools offer a cost-effective solution.

The benefits offered by such tools will naturally vary significantly within a department. Furthermore, the type of tool utilized might also vary among specific departments. In order to manage this environment, many companies will perform ROI estimates to justify both where and when such tools should be deployed. This type of broad-swipe approach, by its very nature, will deny tools to many employees who would be able to ultimately benefit from them. The constraints that such analyses are coping with include cost, multiple vendors for IT support and disparate vendors.

The best practice solution is an approach that allows for easy breadth and depth deployment, such as R-HUB TurboMeeting. With TurboMeetings 6-in-1 approach, every department in a typical business has a tool that can be leveraged for greater productivity. From Webinars to Meeting software to Remote Support and Remote Access, there is a capability for every need.

No Limitations on Usage

One of the most common cost-related problems that many organizations encounter when choosing a real-time collaboration tools is the limitations placed on the number of users. Consequently, the process of deploying such tools in an organization can become very expensive very fast. TurboMeeting’s floating licenses make it essentially free to deploy as deep as you would like in an organization. When the company receives a ROI with just the power users alone, additional return can be gained by providing access to more casual users. There is absolutely no cost for the floating license aspect.

Industry experts continue to point to 2015 as the year of integration. Real-time collaboration tools serve as the lynchpin for such integration. As such tools become increasingly integrated into business processes; employees in all departments are afforded a single place where they can accomplish their work.

Are you interested in learning more about real-time collaboration tools available through RHUB? If so, contact us today at 866-758-0984 or email us at  sales@rhubcom.com for a demo.

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Top Benefits Of The RHUB Collaborative Remote Support Server

January 22nd, 2015

Many businesses find RHUB collaborative remote support products very useful. They are used by these companies in cases when: they need to increase call capacity in times when their budget is reduced, resolve certain support issues, avoid travel costs especially for long distance traveling and reduce incident handling time. These remote support serves have many functions, but the main functions include: collaborative remote support, session recording, unattended remote support, remote reboot of the supported computer and reconnection to the support session and complete control of all the features in a remote computer.

Since there is a fierce competition in the field of remote support products, RHUB development team has decide to work and include several features which are exclusive for their remote support server like in-session online training, collaborative support and knowledge sharing and guaranteed connection. From the moment an attendee joins your open support session, you can control and view everything their computers. The interface is really simple and with only fee clicks the attendee will provide full access to their computers and you can give them support. This is the only thing they need to do and once you are connected with their computer they can engage in other activities. Even if you need to reboot the computer you don’t have to worry about the connection because the support session will continue automatically (the user doesn’t have to allow access again). The product gives you a chance to record the entire process. Now let’s check some of the special features of this remote support system.

As we have mentioned before the remote control is allowed only after the attendee finished a really simple procedure – they need to fill in a session ID and password and with only one click you will take control of the desktop. If the computer needs to be rebooted you can also choose whether you will start the supported computer in the safe mode or normal mode. You can also remotely login and logout as a different user if needed. The remote access to the computer is not limited to only one person. You can invite up to two more colleagues to join this support meeting. This means that you can work on a problem as a team remotely. This is also a good way to train new support staff in real time. In addition, you can witch the viewing screen so the attendee can view your screen while you are viewing their screen. In case the session is finished and the attendee is not back on the computer you can remotely lock their computer in order to avoid possible security problems. Furthermore, you can start an unattended support session to access remote computers at any time later. Having a mini-meeting is another great option. Thanks to this option you can host a mini-meeting with 10 participants (including yourself). This is a completely interactive meeting session.

RHUB Collaborative Remote Support Server comes with many benefits and it is up to you to find out how to use all of them.

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How RHUB Helped AltaPointe Health Systems Support Multiple Locations

January 13th, 2015

AltaPointe Health Systems is a company providing high quality behavioral health services that are focused on promotion of recovery and wellness. They are offering their services in several counties in Alabama and it seems that their business is expanding more and more. AltaPointe was founded about 60 years ago and today they are the largest regional community behavioral health provider in Alabama. They currently have a staff of 1.100 clinical and non-clinical members. One of the main reasons why AltaPointe is so popular and why the number of people using their service is constantly increasing is the fact that they are following the latest trends in both medicine and technology.

As mentioned before, AltaPointe operates in several counties in Alabama so it is no surprise why they have multiple sites. All these sites need IT support. They have tried using Virtual Private Networks but it turned out that this solution won’t work because it was working very slowly. The reason behind that were certain bandwidth problems. Besides the need for remote support, they needed desktop sharing and web conferencing in order to conduct efficient training sessions. Since this is a large company that constantly hires new employees they need a lot of staff training and these personnel usually comes from different remote locations. This was a really costly activity because they were losing both time and money for travel reimbursement.

All these things have changed once AltaPointe Health purchased a RHUB TM500 Real-Time Collaboration Hub. This RHUB product comes with five meeting rooms and support for 20 users. The TM500 component can conduct multiple, concurrent training and remote support sessions. TurboMeeting allows remote support and web conferencing. Thanks to the appliance of TurboMeeting the staff at AltaPointe had the chance to engage in remote support activities that are not different from those they had for web browsing. All the problems they had with the VPN solution including bandwidth problems were gone. Establishing remote connections was flawless and they didn’t waste time on reconnections or lost connections. The only thing an attendee needs is ID information and link. Once they fill this information they will be connected in the same moment.

Of course, one of the biggest benefits of RHUB TM500 Real-Time Collaboration Hub for AltaPointe can be seen in the training costs. The training cost was significantly reduced. New employees didn’t have to lose time by traveling to a certain location where they can get proper training. The company on the other hand didn’t have to pay for travel reimbursement. This means that thanks to RHUB they were able to increase productivity and efficiency too. Since the server supports presence of many attendees at once the training process runs quickly and without any delays. It is no wonder why all of their remote sites use TurboMeeting appliance. The remote support and web conferencing are working all the time. The installation process was fast and went without any problems. On top of that, the software is constantly upgraded for even better performance.

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Use RHUB Remote Support Servers to Reconnect Automatically and Reboot a Remote Desktop

November 13th, 2014

When you support and manage a large number of computers, it is important that you be able to gain remote access to those computers. Remote access can make your job much easier while eliminating numerous hassles. Prior to the availability of remote software, providing assistance for computers that you managed would often mean either making a trip in person or spending hours on the phone trying to walk the other person through the process. In such situations, RHUB remote support servers are an ideal solution for providing remote access.

With RHUB remote support servers, it is possible to provide assistance for any number of computers in a remote manner directly from your computer using the Internet. You can also use your iPhone or iPad to gain remote access. Support can be sent as well as received with the RHUB remote support servers.

The Reboot feature from RHUB gives you the ability to restart a remote computer and then pick back up from where the session left off. Since there is no need to re-initiate the support session, you gain the ability to resolve problems in a much faster manner. Additionally, as RHUB allows you to support multiple systems at the same time, you are able to work on a secondary session while the remote desktop is rebooting. This can prove to be a tremendous time-saving feature that helps you to work in a more productive manner. Since you are able to do all of this remotely, there is no need to waste time and financial resources in traveling to the attendee in order to perform necessary tasks.

Furthermore, you can also take advantage of the opportunity to reboot in Safe Mode if you should need to troubleshoot and diagnose networking problems or even remove spyware from the computer. RHUB allows you to reboot into Safe Mode. With many routine support activities, including software updates, program installation and system changes, you are typically required to reboot the remote desktop, often multiple times.

There may also be some situations in which the attendee is simply not able to be present at the system for the duration of the support session. In the past, this could prove to be problematic, as the host may find it necessary to reboot the computer at some point during the support session. With RHUB, all that the host needs to do to reboot the attendee computer is simply click the Reboot button. Next, he or she would choose the reboot mode: “Reboot” or “Reboot to Safe Mode,” as shown below.

As you can see, RHUB remote support servers can provide an array of benefits while helping you to work in a faster and more productive manner.

Are you interested in learning more about RHUB remote support server features? If so, give us a call at 1-866-758-0984 or email us at sales@rhubcom.com to find out more about RHUB remote support servers.

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