Computers are a core part of so many workplaces these days, but the truth is that most of us are far from tech-savvy. So when your computer starts acting up you would first panic, naturally, and then contact your tech support team.
Mend My Computer has been fixing computers for almost a decade and has expanded into the business sector, selling and supporting large corporate clients IT and server solutions, while still maintaining a dedicated team to home users. From their experience they understand that computer support is a difficult business: everyone wants their computer fixed instantly but if the engineer is at a distance the client gets more and more anxious. This was a major problem until they adopted remote support to assist clients. We recently heard from the company director, Terry Livesey, about how he expanded his business offerings and client base via Mikogo. Read on below for our full discussion with Mend My Computer.
1. Have you been in the business of computer and tech support for long? And how has desktop sharing affected your industry and line of work?
Terry Livesey, Director: We have been doing tech support for the past 8 years and the software technology has improved over the years tremendously. When we first started you really had to go out onsite to fix customer issues. This was because talking them through the problem and solution on the phone was unsuccessful nine times out of ten.
Over the years, desktop sharing has slowly improved into a product which you can now sell as a service with confidence that, no matter what machine or what level of competence the user has, you will be able to connect and resolve their issues.
2. Tell me a bit about your tech support team and their use of desktop sharing software for remote support? How have your technicians found using desktop sharing for support issues?
We have six tech support people from engineers to website developers. If we didn’t use desktop sharing we would not have been able to expand in the way and the speed at which we have while also adding benefits to existing customers. Our web developers use desktop sharing for training, as we provide websites to people all the over the country and we like to take the time to teach people how to use and edit their websites. This has become more of an issue over the last couple of years with the common place standard of CMS style websites. Spending an hour demonstrating a website, which in the past could have taken a day by the time travel and food was taken into account, has increased productivity no end. This has been a huge benefit and a surprise considering it wasn’t originally bought for that purpose.
From the engineers’ point of view it is a phenomenal tool; support requests can be done in minutes as opposed to hours which gives the customer greater satisfaction that they have chosen the right company to support their needs. The other great feature of Mikogo is the ability to record a session. Not only is this great for record keeping but also training, whether in-house or for the client.
3. What are the most common support issues you face at Mend My Computer and when/how does desktop sharing solve them?
The most common problem results from lack of customer knowledge. Not everyone is a computer technician who can diagnose and fix everything computers throw at them and why should they have to know everything to get their job done? The computer is a complex tool and easily broken, from losing your menu buttons within Word, to viruses or spyware. Being able to quickly share the desktop and talk a user through what you are doing at the same time, not only saves frustration from the customer’s view, who really doesn’t want to follow instructions over the phone, but also educates them. And keeping the customer calm and well informed makes them stick with you in the future.
4. There are many features in Mikogo for remote support. Which features do you find you use the most and what would you recommend to others using Mikogo for remote support?
The feature we like the most is the ability to record as we use this for internal and external training. Being able to visually show clients what they need to do is a huge benefit and because they can play it back makes it an invaluable feature whenever they need some extra pointers. Obviously internally it is a great way to promote new methods and also keep a record of how to fix things in case the same issue comes up 6 months later. So it’s great to know you have a library of trainings at your fingertips.
5. What has been the effect of desktop sharing on your bottom line and your business?
Obviously it has had a big impact on the saving of fuel costs as well as time, but more than anything else it has allowed us to expand more with the current staff and take on extra clients which of course brings in extra revenue.
6. You no doubt support people with different levels of computer knowledge. What are your experiences of assisting someone with less IT expertise than yourself via desktop sharing?
We are here because people specialize in their chosen field of work; which isn’t IT. So being able to direct people to a simple process of taking remote control of their machine keeps the customer calm and relaxed knowing that we are in full control and they will soon have their problem fixed. Before desktop sharing came along, the other option we had was talking people through issues over the phone, which always raised blood pressure on both sides due to the multitude of different applications and versions as well as the different abilities of users. When all the customer wants is their system working, they really don’t want to have to get involved – that’s why they employ our services.
7. Nobody likes it when they encounter computer problems – your customers must be the same. What does desktop sharing bring to tech support situations and how does Mikogo fit into this?
Remote desktop software brings a new, relaxed and faster form of support which clients love. With the ease of use that Mikogo brings, it really fits in with today’s customer focused ethos and is able to provide a quick and easy solution in this fast paced world of business.
8. And if Mend My Computer had to handle tech support cases without remote support software?
I think I would throw in the towel! But seriously, not to use remote support as your first option (and it is often the only option you need) would mean that we wouldn’t be able handle the amount of clients that we do without letting them down when we were too busy. That would effectively kill the business, as our business thrives on the reputation of our customer service.
It was definitely very interesting to hear how Terry employed Mikogo in his company for remote support cases and then expanded its use into web trainings as well. Furthermore it was great to hear that Mikogo has helped them expand their business so much and grow their client base.
If you have similar experiences or comments on using Mikogo for remote support, please feel free to leave a comment below – we look forward to hearing from more Mikogo users!