Web conferencing is a recently-developed Internet tool for communicating with global audiences. The presenter of the web conference can use an easy-to-use screen sharing platform to set up the conference and invite the audience. During the conference, sometimes called a “webinar“, the presenter communicates using a visual component, known as desktop sharing, which allows the presenter to show documents such as a slide presentation or websites to the audience live over the Web. Along with desktop sharing, communication can also be facilitated via voice communication, a whiteboard that the presenter can write or draw on, and instant messaging.
The only requirement for the audience members is access to the Internet via a computer or mobile device. For voice communication via a teleconference, a telephone number is provided and the attendee can call the phone number to add the voice communication to the visual display.
Why have webinars recently become so popular? Presenters have discovered that a web conference can be used to educate, to train, to entertain, and to market an amazing variety of products. A company that provides a Customer Relationship Management (CRM) product or a database, for example, can set up regular weekly web conferences to display the various features of the product to potential customers as part of the company’s online sales. A professor who teaches a distance learning course to college students can employ web conferencing for their classes. Web conferences are routinely used for continuing education in the library and museum professions. A large company can use web conferencing to train employees via online training sessions or to communicate important announcements to its employees.
Many webinar presenters provide basic information at no cost with the intent of drawing in the audience and selling them additional products such as software, databases, coaching, or training on a particular topic. Hence online conferencing has become an important contemporary marketing tool.
Both the presenters and the audience may benefit from participating in web conferences. For presenters, the objective is often to build an audience that will purchase a product from them. They use webinars as a marketing communications channel. The web conferencing platforms are also important in the educational arena, for distance education at all levels.
For the audience, the webinar provides information, highlights product features, and allows them to “try before buying.” With conferences often being scheduled over the lunch hour or in the evening, attendees can stimulate their minds and learn about new topics and technologies in their spare time.
Solving customers’ issues can be difficult enough, but when computer support staff cannot see what customers see, fixing problems can become impossible. That’s where remote support comes in.
Remote computer support is a way for a support team to gain direct visibility into the problems experienced by customers – through the eyes of customers. By employing this remote support software, a company and its customers can save themselves time and frustration, and instead focus on solving issues quickly and efficiently.
Say, for example, that a customer calls or emails with a technical issue, but he is inexperienced in using the software. After emailing this customer for more information, the customer still does not know how to verify their own operating system version or which product version they are using. After the technical team directs the customer to download the remote support software and establishes a connection via a secure code so the customer can share desktop content, the remote assistance staff can view and even control the customer’s computer. The remote help desk team can not only get the operating system and product information they need to address the customers’ problems, but the customer can see and hear what the support staff is doing so the customer can replicate the same steps in the future.
Remote support is convenient, but what are the advantages of such web collaboration over simple email or phone support?
Firstly as business software, a company can use remote support to see everything a customer is seeing to eliminate user error as a cause of the problem. If a customer is making a mistake, support staff will not only be able to correct the mistake, but teach customers for the future. Second, any changes are instant and immediate, as if a remote support team member is sitting right next to the customer. Finally, remote pc access lets the technical team see the customers’ issues through their eyes, letting the company know which aspects of their product are problematic for the user and hence giving valuable feedback and suggestions for product improvement.
Any product will always have issues, no matter how minor. Remote support eliminates the guesswork for support staff, allowing employees to view and solve customer problems without the barriers of phone and email. A solution for customers and companies alike, remote support makes everyone’s lives more convenient and efficient.
The term Remote Desktop refers to a situation when people have secure remote access to a distant remote computer via desktop sharing software. By leveraging remote desktop software, which exists for PC and Mac as well as many operating systems, the user is provided with a user-friendly graphical interface for remotely accessing all of the remote computer’s applications, files, and network resources (such as printers and cameras). These resources become available to the user as if they were directly in front of the remote workstation.
The remote desktop software works by mimicking the display of remote computer, the host, on the display of the connecting computer, the client. It does this by copying the host’s display and redrawing it on the client’s display. Keyboard and mouse gestures from the client are transmitted to the host, where the machine interprets them as if they had been inputted locally. Because the service only needs to send small amounts of information (keyboard, mouse, and display) over the network and often takes advantage of compression technologies, it therefore works well in low-bandwidth scenarios.
Once connected to a remote machine through a remote desktop connection, you have access to all of its applications and data. Common features included with remote desktop software are file transfer, audio conferencing, remote PC control, and application sharing. File sharing means that the host’s file system is available to the client with a quick transfer process, with of course the consent of both the host and client. Audio conferencing allows both the client and host to speak to one another while sharing screens. PC remote control is a vital feature for remote desktop solutions, as it enables the users to administer online computer support. Application sharing is the ability of the host to share any application or window from their own computer and show it the client.
Remote desktop technology offers many benefits for businesses and to people who want access to their office computer while at home, or to their home computer while at the office, or access to either while travelling. The effect this technology has had in the business world has been dramatic. As the stability of the Internet has grown, remote access has matured from convenience to necessity for most businesses. Tech support departments in particular benefit immensely from the flexibility they gain by being able to respond quickly to server and workstation problems occurring anywhere within the network from any computer to which they have remote desktop access.