While you view the Client's screen with Screen Transfers, you may want to use Remote Control to correct a problem or provide training. With Remote Control, you use your keyboard and mouse to operate the Client's applications and desktop, just as if you are sitting at the Client's computer.
You can share control of your colleague's computer and applications while editing files, opening menus, and even starting other applications. For example, the Client's problem may be caused by unfamiliarity with a new program. You can demonstrate the correct procedure then watch as they try it, cutting down on repeat calls for the same problem. Because you both can see the changes and their effect as they occur, you get the job done faster and the Client learns during the process. You also have the option to lock out the Client's mouse and keyboard during Remote Control.
If your system is configured appropriately, you can automatically take Remote Control of the Client's computer. Collaborating over the phone, you and your colleague see immediate results as you operate the Client's computer together.
It's easy to start and stop Remote Control
just click the Remote Control button. If there are other Help Desk Personnel in the session, they watch the remote control actions but cannot make changes. However, another Support Specialist can easily take Remote Control by clicking the Remote Control button.
The Client can also configure the software to allow him/her to accept or deny any Remote Control request.
