Fixing technical issues has become a time-consuming business. In most cases, someone with the appropriate knowhow could solve the problem in minutes. But, finding that person, getting time with them, helping them to understand the issue, and then have them talk through the solution can be series of problems all of their own. Yuuguu’s instant chat, screen sharing and control features can be used specifically for cutting through the issues with technical support to ensure that problems that could be fixed in minutes, really are.
Imagine a technology company that - understandably - is required to help its customers use its technology properly. It finds that one particular PC setting can affect performance. Unfortunately, its clients are rarely in a position to understand the problem or how to fix it. The next step is a difficult phone call in which the customer attempts to explain what’s wrong. Meanwhile, the supplier knows that, if only he could see his client’s computer, he could spot – and fix – the problem immediately.
This is what Yuuguu allows and it’s why some of its devotees have found that instant chat, screen-sharing and control - and a simple bridge to conference calls - make their most telling contribution in the ability to offer instant technical support.
Paul McGillivray, co-founder of web services development company Remote New Media explains: “I realised that we were spending a lot of time in support calls trying to work out exactly what our clients were seeing and doing; a lot of our time was spent saying things like ‘can you see a box at the bottom of the screen? No? OK, what do you see? Oh, you haven’t clicked “next” yet? OK, please do that now… now what do you see?’.
“When we finally got an idea of what was happening for the customer, we could usually fix their problem within a minute. But, that was after 20 minutes of rummaging around blind. Now, I just connect with Yuuguu, and make the fix from the comfort of my own PC. We’re able to deal with technical support calls that aren’t core to our business – i.e. email and network issues – very quickly, which leaves us free to get on with our proper work.”
Meanwhile, Yuuguu’s compatibility with Mac, Windows and Linux operating systems means it allows remote support staff to view and control user’s screens, whatever systems they’re using. The lack of interoperability between systems is usually a difficult barrier to overcome but a reviewer on the MacOSX.com site, writes: “I have longed to find a service/application that was easy for both user and tech to use that allowed screen sharing between not only Mac systems, but Windows and Mac.”
He adds: “My first real world use of [Yuuguu] came just after I downloaded it. Having no idea what to expect, I contacted my accountant who is running Windows and was in need of some assistance. I couldn’t help him over the phone, as it was taking too long, and I tend to work better with a hands-on approach. I sent him the link and a little bit later, he popped up on the contact list. I started an IM session with him and asked him to ‘Show’ his screen, which he did. It worked great on the first try, it was fast, and I was able to resolve the issue my accountant was having much faster than trying to talk him through the process on the phone.”
And Peter Milsom, who runs McBoss, an open source business in New Zealand, says: “We are building an Integrated Virtualised Server full of Open Source Business Support applications. Telephony, ERP/CRM, Database, Document Management, Portal, WebStore, Single Sign on, Business Intelligence and Reporting. YuuGuu is a really important component of the strategy of getting that developed.’
“We are based in the bottom right hand corner of the world – New Zealand and have customers in New Zealand, Australia, South Africa, Singapore. Getting something like this Open Source project going requires that remote folk have confidence that they can overcome difficulties pretty much instantly. So YuuGuu is a crucial confidence builder. It means any new comer to a business or anyone investigating the use of any of our “layers” of application can find their way to us within a few minute. It’s important to get a request for assistance while the query is still ‘hot’. YuuGuu makes it possible.“
He adds: “I started working on Computer Systems in 1977 when you had to sit in a darkened room trying to imagine what a user might be going through in using our system. Dreaming of the day that something like YuuGuu would be a reality. We knock over individual support calls in less than 10 mins each now. Hard to recall how long then but I’d guess π of a day would be average.”
Why is online remote support so important?
The problems of fixing clients’ technical issues are very serious for many businesses. For technology-focused companies, days of employee time can be lost to client site-visits where the problem itself was solved almost instantly. Remote technical support allows this time to be spent in more productive ways.
Meanwhile, as well as the rising costs, an increasing awareness of our impact on the environment means a keener adoption of anything that reduces the need for travel. Through remote support, a company can save money and cut its carbon footprint.
And, there is a lasting side benefit. Each time a customer uses Yuuguu’s instant chat features to talk about a technical problem, they open a new dialogue. It’s a new chance to prove the benefits of working together and a new chance to sell.
Before and after
Offering remote support through Yuuguu provides benefits in two obvious ways: first, in getting a relationship off the ground and, second, in providing after-sales care.
Where a supplier is setting up a deal with a new customer, Yuuguu’s features allow it to enable the seamless installation of any technology they might need. The ability to instantly chat, then share and control each other’s screens, as well as build in a conference call with multiple users, enables these initial stages to go smoothly. It offers a more positive initial experience than scheduling and attending regular meetings and explaining any hitches – and their solutions – over the phone. Key is the ability to see when a contact is available on the Yuuguu system. As soon as the customer or the supplier is free, the other will know it, allowing the relationship to be built without compromising anyone’s valuable time.
Yuuguu then acts to boost the relationship by making the ongoing customer service experience more effective. With their problems shared, discussed and solved instantly, and without leaving their desks, clients are more likely to return to discuss new business and recommend the supplier to new potential customers.
How to: set up Yuuguu for online support
The process of using Yuuguu for remote support is fast, simple, and free.
1. Invite your clients to download the Yuuguu software from www.yuuguu.com. It’s free, only takes a minute, and is supported on both Windows and Mac operating systems
2. The client adds you and your colleagues to their Yuuguu friends list
3. They can then can use the Yuuguu desktop application to see when you are free and chat instantly, either through the text window or by dialling the unique Yuuguu phone number to call (up to 30 users can be added to the chat or call)
4. The supplier can use Yuuguu to view and control the client’s screen (with their permission) to spot a problem, fix it, or guide them through the solution
Yuuguu takes away the pain of technical support and allows both the supplier and the customer to focus on what they do best.