Expanding your Business Potential with Mikogo: Interview with Mend My Computer

Mend My Computer Interview

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?

Mend My Computer

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.

Mend My Computer

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!

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