After a couple weeks of internal debate, I’ve decided to offer nationwide remote support. Most people are familiar with GeekSquad, GeeksOnCall, etc. Have you ever tried to use these services? You have to call, wait on hold, describe your problem, get transferred or accidentally hung up on several times, then you have a $400 charge on your credit card – all before your appointment is even scheduled for a few days later.
This isn’t really what I think of when I think customer satisfaction. My business model is different. Anyone is able to email me, which is instantly delivered on my Moto G Stylus.
I prefer to be contacted on WhatsApp: 509-542-7620. An initial chat with a description of the issue would be best; once I’ve read and assessed what could be at issue, we’ll get on a voice call as I connect to your system/phone/mobile device. Note: since WhatsApp cannot be intercepted, it’s safe to leave any login credentials or Teamviewer ID #s for me, as nobody else can possibly receive them.
Be sure to include a brief description of the problem, as well your name and phone number where you can be immediately reached (include extension if applicable). I will return your call, get a better idea of what the issue is, and then send an e-bill. Paying is as easy as shopping online when you get to the payment screen; name, address, phone #, email, and credit card. Once payment has been sent please open my support window open and provide me with the ID number.
Begin SME, INC. Remote SupportBegin SME, INC. Remote Support
COMMON MYTHS ABOUT REMOTE SUPPORT
- “Remote support isn’t secure” – quite the contrary! I employ the use of an application called Teamviewer. This application is highly encrypted, and all communication sent and received from your computer is encrypted before leaving and decrypted after being received. This also means that even Teamviewer GmbH, the makers of Teamviewer cannot read the data stream between the provider and the computer remotely!
- “Remote support is a back door to always get into my computer” – definitely not. That would be highly unethical and far to easily abused! THE CUSTOMER IS IN COMPLETE CONTROL AND CAN END THE SESSION AT ANY TIME. Furthermore, the session ID changes every time the application is opened, so once closed opening the application again would give you a new session ID which isn’t known until provided again.
- “Well if remote support is so secure and controlled, why isn’t it used all the time?” – Actually remote support is used more frequently than on-site support in business to business support. The day when someone needs to be actually sitting in front of a computer to fix it is gone. Teamviewer is currently installed on over 10,000,000 computers and in use by IT professionals world-wide.
- My last point is that some things may only be done remotely short of ripping a computer apart. I’ve seen instances that a computer was infected with multiple forms of Spyware and viruses. Sometimes these thing install fake firewalls to protect themselves by preventing the user from visiting certain sites (like known sites of Anti-Spyware programs. So, the only feasible way of getting around this is to use remote support – then the Anti-Spyware installation files can be transferred quickly and securely to the machine, installed, and the malware removed. The other option would involve a service call and either formatting and a complete OS reload or removing the hard drive, or copying the software onto the pc from a USB-flash drive. Both of these options would end up costing more in time and resources by the provider than remote support would.
If you like technical thing, I would suggest reading the whitepaper on Teamviewer to find out more information.
Support You Can TRUST 