When we ask you to allow us to connect remotely to your computer, you may not know it, but there are three big reasons why this is incredibly helpful for both you and us.
1. We can see exactly what your issue is
In the old days, supporting people over the phone sometimes went a bit like this:
Me: “Can you try opening this, then clicking that, and let me know what happens?”
You: “I can’t see how to open that.”
Me: “OK, try clicking this instead.”
You: “That’s not opening when I click it.”
Me: “What’s on your screen right now?”
That was painful for everyone.
2. It’s faster for you and us
When our team can see what’s going on, we understand it better and can fix it more quickly. We only access your computer remotely with your permission each time – and if we can do this while talking on the phone, it can save bags of time in resolving your issue.
3. It’s the most efficient way of working
The more problems we can fix remotely, the better; for both the user and the support agent. It also means that we can look for ways to save time, so we can invest more hours into proactively preventing problems from happening in the first place.
We’d rather detect minor computer issues and stop them from becoming major issues, without you even being aware, so your productivity isn’t impacted.