TeamViewer – Free Remote Access to Computers
One of the most common problems for customer support agents who take calls from customers with malfunctioning computers is not actually the technical problem, but the person who is complaining about it. The fact is that the person who rings customer support for advice will not be a technical expert and as such it will be difficult to guide them through the process of fixing the problem.
Team Viewer is a new piece of software that allows customer support to cut out the middle man completely. Basically, it allows customer support agents access to a customer’s computer to fix any problem. Not only this, but it’s incredibly easy to use. I tested it using my laptop and an older laptop that I have lying around for such tests like when I reviewed the first ever Warcraft game on WireNinja. I found it really easy to gain access with the installation only taking five minutes. Also, the customer’s computer (i.e. my old laptop) didn’t need to download any software; I just had to accept a small .exe file.
All you need is the users IP address and once you exchange an auto-generated password to allow access to the computer then you’ll have access to their machine via a window half the scale of theirs monitor. It looks just like it does on their end as you can see from the screenshot. Using this screen, you can easily fix a problem with little or no need to consult with the customer.
This program has other applications such as for office workers who need remote access to their computer. However, its main function is for customer support.
What’s more is it’s free and is available here.
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