> >> My findings are that customers almost always buy after you help > >> them with a problem. Otherwise, if you do not help them, they will > >> move on and buy from someone else. > >
> The problems with technical support are when you have a customer who > just does not get it... they like your product and want to buy it (or > already did) but they don't have a grasp of some of the most simple > computer uses. It takes lots of extra patience, but if you give good > service then they will be pleased and will continue to support your > company and share their experiences with others. You never know if > the person you are talking to is only a manager and only wants to > learn how to use your application so that they can purchase 50 > licenses for the department (I have had that happen to me). I often get asked to support products that I do not sell/produce so I mostly charge for support, and usually aim to train someone within the organisation to handle most of the 'normal' support issues. Programs I've found useful to help with support and training are 1. Tight VNC, PC, very fast to control remote Mac's and PC's 2. Ultra VNC, PC, not as fast as Tight, but has file transfer built in (PC Only). I often have a Tight VNC session open to control the machine, and a Ultra VNC session open to upload files. 3. Remote Assistance (My own version) Has a GUI wrapper to allow PC users to stop/start vnc servers, connect to my VNC viewer placed in listening mode, shows ip addresses and make it easy for the remote user to connect to their ADSL modem, if they saved the password that one time they set up the modem the first time they got it. 4. OSXvnc, tight VNC to OSXvnc is very fast. 5. Chicken of the VNC for Mac. 6. Camtasia Studio, PC, this is a fantasic program which allows me to video remotely what issues the user is having and is also extremely useful for training. -- Keith Hutchison http://balance-infosystems.com http://realopen.org _______________________________________________ Unsubscribe or switch delivery mode: <http://www.realsoftware.com/support/listmanager/> Search the archives of this list here: <http://support.realsoftware.com/listarchives/lists.html>
