Remote assistance

[Andy-Always]

I'm finding more and more the need to use remote assistance on customers computers, a small issue can be resolved so quickly this way if only you didn't have to spend ages talking a customer through setting up remote assistance and turning off firewalls.

Sometimes the time it takes to connect with RA, I could have driven there, solved the problem and driven back!

Has anyone found reliable, easy to use software for this?

[TechPro]

Hello andy

here is a free solution that I found a while ago but never put in to practice:



http://lifehacker.com/software/vnc/geek-to-live-tech-support-with-ultravnc-singleclick-198532.php

Or there is logmein

https://secure.logmein.com/home.asp

they offer remote access services and programs but they cost.

Hope that helps out a bit.

:)

[agarath]

vnc, google it

[Bryce W]

vnc, google it
Actually, the first link that Techpro posted is a version of VNC, however to install it, set it up and configure the firewall is all a 1 click operation, hence the name "VNC SingleClick". Regular VNC still has the problems that Andy-Always mentioned, they need to get it running and configure their firewall which it a pain in the ass to talk a client though over the phone.

[TechPro]

I got the single click VNC up and running late yesterday night and tested it by accessing my GFs pc.

I would recommend it! You can put your own logo and branding on the VNC interface that you send out to the person you are helping.

It doesnt even matter if the person you are helping has a firewall enabled, so there will be no configuring on their end!

A great tool.

That tutorial made it so easy aswell.

:)

[bier]

VNC works okay, but I've seen better ones such as RAdmin.
It works practically the same as VNC but more configurable.

[bk1]

Go to crossloop.com and check out their free remote support solution.

It's based on VNC and works well. It cannot be branded (I believe that is how they plan on making money eventually, or is one of the ways) but that has not been an issue for me.

Otherwise, I love logmein and their logmein rescue product works awesome. Unfortunately, it's kind of pricey.

[MrMille]

I think in general it helps if your IP is static.

[mypcguy]

I added RA to my business 5 months ago. I wish I had done it sooner. It has opened up a whole new revenue stream. Once my client know about the service, and I show them how easy it is to use, the repeat business just flows in.

I use a very commercial service. I tried several services, free & trial versions.

Why I use my service:

1.Branding - my clients have a icon(my logo) Named MYPCGUY RESCUE on their desktop.
2.Ease of use for the client. They click on my icon enter their name,current issue, number to be reached. Then click connect.
3.Ease of use for me. If I am not on-line, I get an email that will notify me of pending business. I can then call the client and set up a time.
4.Speed - I have used several services and their tranfer rates are very slow.
5.Client retention - When my travel, relocate, retire ect. I can still service them as long as they have a high speed connection. This is great for clients who send their kids off to college/boarding school.

Ok, now Who. Logmein Rescue. You can set up a free trial I think it is 14 days. I ended up paying $1069 USD for 12 months. That's $89 USD per month. After 1-2 sessions(depending on length) the rest is pure profit. I am 1-man shop and generated 20 hours last month. If you are not as busy as you want to be, or would like to use your time more wisely, add remote assistance to your business.

Here is a link to their site:
https://secure.logmeinrescue.com/HelpDesk/Home.aspx

I would be happy to give anyone a demo to show how I use it, and show how I have branded the product with my logo.

MYPCGUY - Casue everyone needs a GUY

[MrMille]

Does log me in rescue have an integrated payments manager?

[RKDus]

How do people pay you for remote assistance?

[mypcguy]

Not to my knowledge. I can pull up several reports. The one I use most is the login report listing all sessions for each tech. It displays the total time for each session, login & logout time with ip address. Which I then transfer that info into quickbooks(my accounting software). I will either charge by the minute(quick fix/answer questions) or by the incident(virus removal/system optimization). Hope this helps

[mypcguy]

My Clients are residential customers. I email them an invoice. I extend standard payment in net 10 days. If the client is late, I have late fees assesed to the invoice. If the client requires service and has an outstanding invoice I require payment for past invoice and prepayment for requested service. I accept paypal or credit card. If payment is made by paypal or credit card I will add a processing fee to cover cost. I have rarely had a client not pay for service, less than 1%. There is a good relationship between the shops here, a simple email letting each other know who does not pay. It is are own little blacklist. We honor the list by not providing service until the other shop has been paid & that they prepay for service requested.

[Pauld]

LQQK no further it is teamviewer.com email the client a link runs a small app gives you an id# and password and you are in . works through firewalls. mac to pc and pc to mac and pc to pc.
Love It

[techoftheday]

Log Me In is a pretty good tool, but expensive these days. I'm using Techinline www.techinline.com which is a fraction of the price and is very easy to use from the client's perspective since all they do is give you a 6-digit number and you are in. Doesn't get easier than that...does anybody else have any other suggestions in terms of what else is out there?