HDI's Annual Industry Survey
The HDI “Hot Sheet” casts light onto industry standards for such important metrics as time to respond to phone calls, first call resolution rate, and costs per incident for each channel.
Find out how you measure up here.
Archive for the ‘Remote Support Market’ Category
State of the Support Industry: HDI Reveals Key Metrics and Average Salaries
January 12, 2011Tips for the New Tech Support Pro – from PCWorld
November 15, 2010
I stumbled across this article today by Keir Thomas and found it both relevant and entertaining.
You really should read the whole thing, but here are 5 tips discussed.
- Suggest the client get a cup of coffee: this whay they aren’t hovering over you while you try to do your work.
- Understand that even trivial issues have a massive impact: the story here is a good one so you should read it. Sadly, I’ve been there. Meaning, I once didn’t realize I had to actually unmute my audio to get sound (it was an embarassing moment but hasn’t happened since!). However, the one thing I can add is you don’t have drive 100 miles to figure this out, you can use that wonderful remote support product called GoToAssist
- Accept that clients don’t think like you: You are all super smart people and you know a lot about computers.
- Understand a computer is a personal object: Sad but true.
- Don’t fix things that don’t need fixing: Even though it takes quite a bit of restraint.
Any other tips you want to share?
What Should SMBs Look for in an IT Support and Services Provider
November 5, 2010
Mobile support?
When do small businesses need to start thinking seriously about IT support and how should they locate a trusted IT provider? — those are the issues PCWorld explores in a new informative article.
Small businesses often can’t afford to invest in a dedicated IT technician. On the other hand, they can’t risk being bogged down by slow servers, losing data that isn’t backed up or enduring disruptions in their communication and information processing technologies.
Fortunately, says PCWorld, both cloud computing and out-of-office IT support and service providers can aid small businesses who can’t (or won’t) rely on in-house support.
Both SaaS solutions and external IT consultants lower the upfront costs, and both allow small businesses to focus on their strengths — the front-end business of getting a product to market and selling to prospective customers.
But IT consultants and managed service providers can do more for a business than just react to tech breakdowns and crises. They can recommend IT solutions that take into account the company’s budget constraints, and they can play a crucial role in creating scalable systems that will allow small companies to grow.
Smart SMBs, says PCWorld, are seeking a trusted IT help provider sooner, rather than later.
Finding a Trusted IT Consultant or Support Provider
But where should a small business owner find that crucial, trustworthy IT help?
PCWorld suggests a number of strategies — strategies MSPs and IT support providers should also be aware of as they hunt for new clients. First, PCWorld recommends that small business owners check online review sites like Yelp.com or AngiesList.com, which specializes in user ratings of construction and home repairs services but also has a section on “computer repair and services.”
In addition, companies that purchase significant amounts of computers and services from such electronic companies as HP or Dell should check the maker’s website for local partners or resellers that might also offer support services.
PCWorld also falls back on the always important word of mouth. They advise small business owners to ask business associates with similar IT needs where they find their support.
For further information on what small business owner and managers might be seeking when they want IT support, check out the full PCWorld article and also their foreboding, forthcoming story on “what to avoid in an IT professional.”
Changing Support Behaviors for Mobile and Social Media Environments – 5 Minute Survey
November 3, 2010
You’re invited to participate in SupportIndustry.com‘s latest 5-minute survey and help shape the future of customer support. This research tackles the timely topic of how support operations are evolving to support customers on their mobile phones and in social media environments.
This very brief survey should take no more than 5 minutes to complete. We do not require you to provide any contact info, and we will make the results freely available to participants.
The more responses, the more valuable the data! In addition, you can provide your suggestions for questions to be addressed in future surveys.
Use the link below to get started.
http://survey.constantcontact.com/survey/a07e334k1yqgfllg7v6/start
Responses are requested by November 12, 2010.
From Carolyn Healey, Publisher, SupportIndustry.com: If you would like to view the results of our previous surveys, visit the SupportIndustry.com research page: http://www.supportindustry.com/research.htm
Setup an Unattended Session on Fastsupport.com in under 2 minutes!
May 26, 2010I’ve been looking at a ton of user comments from surveys, UserVoice, etc… and I decided to address an issue that seems to be showing up rather frequently. Many of you might not even be aware that the feature exists. So here it is, a very quick and easy way to setup unattended support when you are on-site, physically at the target machine. Along with the written steps, please take a look at my quick instructional video. I created it using GoView, another great product from Citrix Online.
- Follow these simple steps:
- Go to following URL: https://www.fastsupport.com/unattended
- Click on “Set Up Unattended Support”
- You will be prompted to login to your GoToAssist account
- Enter your GoToAssist username and password
- You will be prompted to enter your system username and password
- (e.g. Domain Admin, Local Admin, Local User Account with install rights, etc.)
- You will be prompted to enter the following information
- Computer nickname (e.g. Bob’s Office Computer)
- Access Code (Unique to this machine)
That’s It. Your Computer will now show up in your Unattended Machines list!
Click on icon below to watch a step by step presentation of the steps outlined above:
Hello World!
May 26, 2010Greetings everyone,
My name is Tem Boylan and I would just like to say how excited I am to be the newest member of the GoToAssist product management team. Although not a Santa Barbara native, I have lived here ever since I moved from San Diego to attend UCSB. When I’m not working I like to spend my free time Running, Racing (both Auto and Motorcycle), Riding my Dirt Bike, Surfing when I can, and Traveling whenever possible. I come from a long history of involvement in the technology sector so I am extremely aware of the value offered by remote IT support services and have been a long-time user of Citrix Online’s product offerings.
The GoToAssist line of products provide invaluable tools for anyone in a support role. I look forward to doing my part to ensure that GoToAssist continues to be the leading remote support service. I’ll be posting to this blog on a regular basis to share pertinent stories, helpful tips, and the latest GoToAssist news as the team continues to crank out new features and enhanced performance.
GoToBot Loves GoToAssist
March 31, 2010A friend caught me on video talking about remote support with GoToBot at HDI.
New Year, New Operating System to Support
January 6, 2010
Happy New Year!
I thoroughly enjoyed my time off and hope you were able to both take some time off and enjoy it. The kids did get their skakeboards but have realized they “need to grow bigger” before they can really learn to ride them. Fortunately, the athletic toy industy has created a wonderful device called “the scooter”. (Whew!)
The impact of implementing and supporting a transition to Win7. Citrix Online recently conducted a survey in which we found that:
- 55% of small business IT consultants plan to implement Win7 in 2010
- 65% say the largest hurdle is people’s limited understanding of the OS and Apps
- “Hand-holding” (aka live or remote support) may be the biggest challenge in making the transistion to Win7 for clients
You can read the article on eChannelLine.com or on our website.
Related post: Windows 7 Migration Nirvana
Photo Credit: 1suisse
Back to Business – For a Few More Weeks Anyway
December 1, 2009I just finished my last turkey sandwich (for breakfast) while reading through my emails of the last week. I really enjoyed last week’s “home” vacation with family and friends and managed not to get too stressed out about c0oking. I even accomplished some of the things on my personal ToDo list which felt good.
Now the pace has picked up and I’m thinking very seriously about how I will accomplish my goals for the year — there is still a lot more to do both personally and professionally. Personally, I need to figure out how to clean the outside of the house. (I see a pressure washer in my future.) Professionally – One favorite part of my job is talking with customers and prospects. There are so many interesting stories I hear and so many ways people use remote support products. Today, as I get back into the groove, I’ve decided I want to hear your story. So send me a note and tell me about how you use GoToAssist, how remote support technology has helped your business, or just tell me about you.
Windows 7 Migration and Support Stories
November 10, 2009Two weeks have passed since the Oct. 22 retail release of Microsoft Windows 7, and we’re wondering how installation efforts are going out there. In particular, we’re curious if any of you have used GoToAssist or GoToAssist Express to migrate your company – or even your family and friends – to the new operating system. Or perhaps you’ve used GoToAssist following a recent installation to provide remote support. If so, we’d like to hear all about it. And we might even share your story with the world.
Here are a few questions to get you started:
- What Windows 7 challenges were you facing that led you to consider and use GoToAssist?
- What happened? How did it go?
- What is the name of your company, how big is it, and what industry is it in?
- What is your job title, and what are your responsibilities?
We’ll post some of the responses here on the blog, and may even contact you about sharing your story with the media.
Thanks!
