Support via Skype Screensharing Rocks
Today, in response to a customer’s suggestion, I helped solve a problem using Skype’s screensharing.
It goes like this:
- Call the customer (or vice-versa).
- While completing basic conversational formalities, the customer clicks on “Share Screen”.
- I can’t remote control the customer’s computer. I can merely see it. Via the Skype call, I can ask the user to click here, drag there, while I see the results of that action in real-time.
There’s no additional software to install for Skype users. There’s no issue of trust because I don’t get any control over the computer. The customer is in control while I make suggestions.
In a couple of minutes we easily solved the problem that had already caused a stack of back-and-forth e-mails.
The entire experience was pleasant.