Provide Remote Technical Assistance

Igor Grigorescu is a technical support specialist working for a technical assistance company that provides support and helpdesk services to its subscribers.

Igor has been assigned to coordinate and manage the development of a new branch of the company that will allow the company to start providing technical assistance remotely, without the need to physically visit the client.

Igor's company is based in Romania and the new markets it wants to address are all the English-speaking countries around the world.

The idea is to start marketing a service that allows helpdesk assistance, (including voice and text chat, as well as remote control of applications) to be provided to large organizations that spend a lot of time, resources and money to support their internal and external users.

This would allow for enormous savings in terms of time required to resolve problems, costs for travels, and protect the end user from productivity loss.

Igor has been assigned to verify whether technology that can guarantee such services is indeed available and how accessible it is as an option for them to buy or lease. Competition in this sector is rapidly heating up and the company needs a tool that is very cost effective, performing and that can be deployed in the shortest time frame possible.

Igor invests quite some time to test a few enterprise Web conferencing systems, including Centra, WebEx, Placeware, Raindance and HorizonLive, but nonetheless he remains very impressed with their facilities, they all cost way more than the company could ever afford, and also some of these still rely on using the telephone to conduct voice exchanges. Though Igor's company has been using the telephone for helpdesk assistance to local clients, it could not afford to pay the hefty long-distance charges it would have incurred once entered in the international helpdesk and remote assistance market.

But Igor does not give up yet. While searching for resource hubs talking about real-time collaboration tools he encounters an offer to test a full customer support tool called VoiceCafe OfficeMaster, with voice conferencing and co-browsing integrated for 15 full days at zero cost.

Igor does not believe what he reads. It would be too good to be true.

Igor signs up for the try-out and out of his extreme curiosity goes out to try all of the features of the system. He is impressed. Not only that the system provides everything he needs to provide remote technical assistance, it does actually more than he ever expected or hoped for.

The system, in fact, integrates a powerful video conferencing facility, a polling tool and a file transfer facility which is extremely helpful when you need to deliver a new patch, driver or software utility to your online customer.

What Igor finds hardest to believe is the price of this system. Moreover, this system is paid on a monthly basis and his company can cancel out of it anytime it feels like.

Igor is now determined to showcase this tool to his company management and he decides to sign up for it with his name, as the procedure is so simple and straightforward. As Igor gets about to pay with his credit card he discovers that VoiceCafe offers also the opportunity for any buyer to become a reseller of the system making a good profit on each direct sale and also on the sales that his customers will eventually make themselves.

Igor cannot hold himself any longer. He is not only happy but he sees also the opportunity for a complementary business in which the first customer will be his very own company.

Igor sets up a well prepared and ingenious presentation and showcases to the CEO the new tool leaving everybody impressed in a matter of minutes. He tells his audience that, unlike with some other Web conferencing tools, there is no need to set up a server to host the application and that what they just saw can be delivered to their clients immediately. There is an account open!

Do you need the same things that Igor's company has been looking for?

You too, like Igor, can get today a lot more than you are ready to bargain for. A whole new breed of cost-effective live conferencing tools for individuals and small companies are available for immediate use. You don't need WebEx, Centra or Placeware to do the things that Igor's company wanted to do.

To find out everything about the best conferencing technologies that you can utilize to provide remote technical assistance to your customers please give a look to:

Robin Good's Official Guide to
SOHO Web Conferencing and Live Presentation Tools

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