Remote control, for software service providers, is absolutely a crucial job. Why do you say that? Because doing software services, behind are a series of operation and maintenance "crap" : customer software will not be configured, system compatibility problems, flash back, need to upgrade and so on. Moreover, the customer is all over the place, technical personnel can not be on-site to solve, text description and telephone communication often do not work.
But most software service providers can not do a good job of remote technical support after sales. Or they couldn't find a particularly suitable remote control solution. Today, I'm going to share with you a successful example of how a good software company does remote support.
I have a friend who works as a software service in an information technology limited company. He and his colleagues in the technology department mainly work to do software upgrade/maintenance for customers remotely every day. In order to do a good job in remote control, the company has made some detours before, tried some foreign remote control software are not very satisfied. The biggest problem is the limited features of the free version and the high price of the paid version. Domestic remote control software has also tried a lot of such as sunflower remote control software, sunflower free version of the functional experience is good, but unfortunately the speed is limited, and can not concurrently remote control more than one host. In the end, the company chose Sunflower Enterprise Edition control terminal V5.0(technical support version) and purchased technical support seats.
It is reported that the Sunflower Enterprise Edition control terminal only needs to enter the identification code from the remote assistance portal for remote connection, and can enjoy the flagship remote speed brought by the exclusive seat. What's more, the service is not subject to Sunflower service level restrictions, even the free version can enjoy flagship remote speed, no longer worry about running into a jam. This means that instead of having to upgrade their existing Sunflower accounts, the company can simply buy technical support seats to speed things up, saving some of its maintenance costs.
In addition, technical support agents do not limit the number of concurrent remote connections, can concurrently control multiple hosts, multiple hosts enjoy flagship speed! Technicians can take full advantage of downtime to initiate multiple remote connections at the same time, switching back and forth processing, improving work efficiency and customer satisfaction.
It is also worth mentioning that Sunflowers do a good job of solving the "remote file" operation problem. Before, in the process of remote technical support, operation and maintenance personnel to transfer software driver installation packages, patches, upgrade packages and other files to the customer's computer, usually use sunflower remote control, and then use QQ to transfer files. In this process, often encountered the problem of dragging and even stuck. But now, directly through the sunflower's "remote file" function, just drag the file to the other person's computer and install it, one step in place, the use experience is greatly improved.
Of course, Sunflower also has many highlights, such as the client support "no installation, run in green version", control side support whiteboard, two-way voice communication, screen video, sitting log...... It can be said that the technical support pain points and demand points are taken into account.
"If a worker wants to do a good job, he must first sharpen his tools." If you finish reading this technical article, then congratulations, in the future in the company's remote operation process can be less detours, improve efficiency.
