One of the biggest problems we run into when offering customer support for our online business is the people who are calling are EXTREMELY computer illiterate. Teaching someone how to use a computer over the phone is both time consuming and obnoxious. It's a giant guessing game because they are trying to explain what they are seeing, however, if you were in the same room as them, it would help immensely to be able to point to their screen and say"scroll here" or "click here". So in today's online world, we have screen sharing, however, you cannot consider this as a simple solution because the person who can't navigate a computer is likely to run into trouble with accessing a screen share session. Apple offers a very simple solution to this problem. Since we are using their OS, they have a simple command you press on your keyboard and it opens their screen share, which is easy enough for anyone to do. I realize this is made simple because it's their OS which gives them more opportunity, but this doesn't mean a relative solution through Ring Central cannot exist. Let's pretend for one second you receive a phone call from a person who is almost entirely computer illiterate. Since you have them on the phone, we know they have found your phone number which means they were likely able to navigate to your Support Page. So imagine a simple button that could be embedded on a web site (or emailed) which would automatically create a unique screen share session. The idea behind this is it makes it simple. A simple click of a button (in lieu of a keyboard command) and a unique session opens . With this perticular screen share, it already has activated the Share command, so you don't need to tell the person how to navigate to the share button. So one click, customer is sharing their screen, and we (the support tech) has a big red arrow on the screen where we can point to a particular spot and tell the customer "click here". Game changer. You're welcome!
One of the biggest problems we run into when offering customer support for our online business is the people who are calling are EXTREMELY computer illiterate. Teaching someone how to use a computer over the phone is both time consuming and obnoxious. It's a giant guessing game because they are trying to explain what they are seeing, however, if you were in the same room as them, it would help immensely to be able to point to their screen and say"scroll here" or "click here". So in today's online world, we have screen sharing, however, you cannot consider this as a simple solution because the person who can't navigate a computer is likely to run into trouble with accessing a screen share session. Apple offers a very simple solution to this problem. Since we are using their OS, they have a simple command you press on your keyboard and it opens their screen share, which is easy enough for anyone to do. I realize this is made simple because it's their OS which gives them more opportunity, but this doesn't mean a relative solution through Ring Central cannot exist. Let's pretend for one second you receive a phone call from a person who is almost entirely computer illiterate. Since you have them on the phone, we know they have found your phone number which means they were likely able to navigate to your Support Page. So imagine a simple button that could be embedded on a web site (or emailed) which would automatically create a unique screen share session. The idea behind this is it makes it simple. A simple click of a button (in lieu of a keyboard command) and a unique session opens . With this perticular screen share, it already has activated the Share command, so you don't need to tell the person how to navigate to the share button. So one click, customer is sharing their screen, and we (the support tech) has a big red arrow on the screen where we can point to a particular spot and tell the customer "click here". Game changer. You're welcome!