getting remote support started

[Mindfulness]

Somnedays I want to pull my hair out getting clients to navigate to the website to start the remote connection. I wrote this procedure for us to use use. I would be open to any tricks you guys use to getting people to type in the address bad


1. Have client close all browsers
2. tell them, “hold the windows key with your left hand. While holding it, tap the “r” key with your right hand”

3. have them type “iexplore fastsupport.com”. spell it for them i(igloo), e(elephant), x(xylophone), p(peter), l(light), o(out), r(run). e(elephant) “press space bar” f(family), a(apple), s(shoe), t(tiger), s(shoe), u(unite), p(peter), p(peter), o(out), r(run), t(tom), .com

4. have them read it back with spaces

5. if they spell it back tell them to press "okay"

 

[Xander]

I've found it's not hard to get them to open IE ("big blue E") but the trick is to make sure that they're not typing in a google toolbar instead of the address bar. "You see the left and right arrows in the upper-left? Type immediately to the right of that."

Having them go through a Run box seems like shooting yourself in the foot.

This is also where leaving them with a shortcut on the desktop or dSupport (set up properly) can save a ton of grief. Half of my customers are already set up with ScreenConnect just in case we ever need it.

 

[Martyn]

Good tip on the URL Xander, I'm forever having that problem.

 

[PBComputer]

If I'm normally having problems, I send them an email, which has a link to our website to download our remote support app.

 

[Martyn]

If I'm normally having problems, I send them an email, which has a link to our website to download our remote support app.

Yes I end up doing that as well for the same reason. Xander's explanation using the right arrow is good though.

 

[Larry Sabo]

I install my remote support app in a \Support folder on every computer I work on and create a shortcut to it in Start\Programs named "Sabo Remote Support." So if they need it, I just tell them click Start, type "Sabo" then click "Sabo Remote Support" in the list that shows up. (I also install Supremo as an alternative app and name the shortcut "Sabo - Supremo Remote Support.") If I just left a shortcut on the desktop, they would surely delete it, whereas they are less likely to delete the link in Start\Programs.

If it's a previously unseen computer, I get them to Google "Sabo Computer" and guide them to the download link. My biggest challenge is dealing with Rogers Online Protection, KIS and a few other AVs that treat my app as malicious and walking the customer through making an exception is a challenge or impossible.

 

[callthatgirl]

I deal with this every single day. I will tell them the address, even talk very slow and they get a letter wrong or something. My site even messes them up, they say "call back girl" or callthatgirl.com or whatever else. It's something I gave up on winning. lol

or worse, they are in AOL....and don't get the URL concept. Or they are in Google search and get 5 other options. I have learned to say

what browser are you in? Is it blue, orange or a few colors. None know names that are having issues.

Then I say, "see the white long white window at the top?" type this in...and I talk it out.

Then just then I might get connected

I'm going to start using email addresses more and send to them that way.

 

[TenYardFight]

It's a challenge sometimes. I have the link in my email signature. I also have an action setup in Outlook so if I type "remote" + enter, all the instructions automatically come up. Lastly, I have it on the top of the front page of my website. I have a 6 letter .com that forwards to my website. That's the one I give them over the phone.

Also, my instructions, which take me 5 seconds to send, tell them how to download our quick agent, and instructs them to call us with their 9 digit code. Most of my tickets come in through email or our client portal, so the first time I've spoken with them is when they have called with the code and I am connected 5 seconds after that.

 

[YOCS]

I,ve had so many customers tell me they are typing my remote support link into the address box when they are in a Google search box or one of their 12 other toolbars that they have installed. What I do now is have them hit "Ctrl-L" this will bring them right to the address box. It works for IE and Chrome and I think Firefox

 

[Xander]

I also made up an email full of screenshots that I used to send showing them exactly where they'd need to type and what to click.


Once we click the initial "Connect" button, I tell them about 5 times to "Now, just say Yes/Run/Allow/Accept to anything that pops up in the next couple of minutes." BUT they always start reading off every single window that comes up and I interrupt and say, "Is there a Yes/Run/Allow or Accept button? Click that." And then the next window will come up and I have to do it again.

 

[RedFoxComp]

Just chiming in to say, as frustrating as it can be, we should be thankful for these people because they're the ones that really need us.

I think this is a demographic of older users that is slowly disappearing.

 

[TenYardFight]

What frustrates me is when they are relatively young, and being paid by their employer to do work on a computer (;

 

[Mindfulness]

What I do now is have them hit "Ctrl-L" this will bring them right to the address box

that is great, I will start using that method


I think I am going to get a domain with 3numbers and a letter .com, then just forward it to the remote site page of choice. This should help the typo issue alot.

 

[CyberJourn]

If you are using GotoAssist and it would appear you are, there is a standalone installer that you can put on your website. It will automatically install the GotoAssist client software with Unattended Support and there is very little interaction from the end user needed. Mainly click the link on the website to download. Click the downloaded file and you are done. Very little Yes, No, Always, OK interaction.

The only downside to it is that enters the end users computer name into your GotoAssist unattended support list. It can sometimes be tough to figure out what the end users computer name is at first since it could be DS8Y432 and not their First/Last Name.

 

[Gary Rockliff]

I think the communication problem, really occurs when the customer has a working Internet connection but they are unable to either open a browser or send and receive emails. The only real answer is patience. For me I talk them through opening the run box and typing in a dropbox link to download my edited rkill.reg file and then the same routine to download my remote support tool. If they are still able to send and receive emails I will send them a email, but I get a lot of customers who still use web based email only rather than a email client.

 

[ComputerRepairTech]

Somnedays I want to pull my hair out getting clients to navigate to the website to start the remote connection. I wrote this procedure for us to use use. I would be open to any tricks you guys use to getting people to type in the address bad


1. Have client close all browsers
2. tell them, “hold the windows key with your left hand. While holding it, tap the “r” key with your right hand”

3. have them type “iexplore fastsupport.com”. spell it for them i(igloo), e(elephant), x(xylophone), p(peter), l(light), o(out), r(run). e(elephant) “press space bar” f(family), a(apple), s(shoe), t(tiger), s(shoe), u(unite), p(peter), p(peter), o(out), r(run), t(tom), .com

4. have them read it back with spaces

5. if they spell it back tell them to press "okay"

Hold down the windows key that is located between the CTRL and ALT of your keyboard then while holding it down push the key M and then push R now let go of the windows key. In the box that pops up type www.computerrepairtech.com ...yes tech is t e c h...yes there should be a total of 3 R's then push enter.

Whats that you say? You cant get to the website? but you can some how get to your far more complicated webmail? Alright check your email I sent you the link to your email address.

 

[Mindfulness]

Since we started using the "ctrl l" technique along with our custom domain of 2 numbers and 2 letters .com, things have been much smoother.

 

[acesdeals]

make a screencast for all the different browsers simple

 

[Xander]

And how do you get them to go see that screencast? If you have trouble getting them to one specific site, you'll probably have the same trouble sending them to another. Worse, actually, since your remote site is more likely to have a more straightforward URL (remote.mydomain.com) versus a (e.g.) youtube or bit.ly URL gobbledygook at the end.

 

[Martyn]

Once we click the initial "Connect" button, I tell them about 5 times to "Now, just say Yes/Run/Allow/Accept to anything that pops up in the next couple of minutes." BUT they always start reading off every single window that comes up and I interrupt and say, "Is there a Yes/Run/Allow or Accept button? Click that." And then the next window will come up and I have to do it again.

Exactly that, it drives me mad I nearly always send them a link in an email now.