How do I make Remote Assistance as painless as possible?

Question

I need to provide remote assistance to the users of my app, through the Internet. I need a reference for doing this, and I need to make the whole connecting to remote desktop process as easy as clicking a menu of my app for my users.

I don't want them to get too involved with the procedure. I believe the built-in remote assistance features of Windows XP and Vista are fine, I just need to make it very simple.

Anyone any ideas?

P.S. A comprehensive reference on the whole Windows Remote Assistance would also be appreciated.

Answer 1

There are many commercial tools that do make this operation effortless. I won't mention any names because this isn't an advertising forum. A quick search should turn up a handful of possibilities; I've used many of the more popular ones and found them satisfactory.

Answer 2

Our support desk typically uses WebEx which works really well.

Answer 3

There are a large number of tools which will do this. Your best is to pick a tool which has a reverse connection from the person who needs help back to the helper. This will make sure that you do not have users try and configure firewalls/open ports etc. Webex is a good recommendation by Old Nick. Another option is GotoAssist, there is also Gotomeeting which can have the same remote control functionality and is cheaper i believe. The main thing is making sure it is as easy as it can be for your users, trying to walk a user through installing an active-x control can be hard enough.

Answer 4

I'd suggest trying LogMeIn. It's nice because once you have the user set up the client software, you can arrange with them a time to leave their PC unattended so that you can remote in and take a look (with the option to disable local keyboard/mouse and monitor access). You can also connect such that the local peripherals are enabled and watch "over their shoulder" as they replicate a problem.

Answer 5

There is of course also Copilot by Fog Creek. Have never used it myself, but it looks pretty easy to use, also for non-technical people.

Answer 6

I highly recommend Mikogo. It's free, fast to install and setup, works great, and is very simple. I actually prefer it to the more expensive services ($30-$40/month) because of it's simplicity. Only thing is, I'm not sure how they make money, they have some advertising when you visit the home page, but it's very minimal.

Answer 7

I use CrossLoop for that kind of thing