I’ve just setup Intercom to provide some in-app support messaging but we’re also looking for two other support systems:
A Screen-sharing Tool for Remote Support
We have non-technical enterprise users and frequently it’s easier to remotely view their screen to guide them through a problem. The ideal solution would work like this: we send them a link, they click and with ideally just one confirmation click, it downloads & runs and BAM! we can see their screen. It should work on all versions of Windows for the customer and not require admin privileges or any technical knowledge, and ideally be run by either Mac or PC.
We’re current using join.me but it’s really cumbersome as a support tool (invite to a “meeting”, make them the “presenter”, etc). I’ve looked at TeamViewer (horrible “go there, download this, install, enter code” customer process), LogMeIn Remote (support staff must use PCs), Webex Support (expensive, Windows only for support staff, ugly as ****). We’re thinking of ScreenConnect which looks like powerful self-host solution but the demo process is a nightmare (download & install locally where upon it runs on localhost and is complete useless for testing). Also considering Fogcreek’s CoPilot though, again, the customer interaction isn’t as clean as I’d like it to be.
Virtual Phone Support
We’re currently using Skype (with a local Skype-in number) as our phone support line and have to manually make sure someone is logged into that account. I’m wondering if there’s a better solution that allows our support person to receive calls when they’re working (they only work til about 1pm), divert calls to another person after and outside of 9-5, direct to voicemail. Ideally, it should work with a softphone on Macs & PC and also real desk phones. The kicker: it must work in Ireland so something like Grasshopper and Google Voice is out
Any other recommendations greatly received!