Web conferencing has been adopted by sales organizations around the world as a way to do a presentation for a prospect from your desktop, greatly reducing travel expenses and increasing productivity. It is also widely recognized for its remote training abilities which allows participants to take a training class without the costly need to travel to a central location. But another application for web conferencing that is being used, but maybe not as widely known is for the support of customers and employees remotely to troubleshoot software on their desktops.
Since web conferencing allows participants to see each other’s computer screens regardless of the application that is running. It allows a technical support person to view the PC of a customer or employee which assists them in more easily diagnosing an issue. A remote participant does not need to try to describe the issue they are having because the technician will be able to see exactly what they are talking about on the web conference. And if the participant allows it, the technician can even take control of the remote user’s PC and fix the problem while the participant sits back and watches them do the work.
Needless to say, this application for web conferencing is a win-win for the company supporting the product and the customer, since the problem is fixed easily and quickly and any interpretation errors on exactly what the issue is are avoided because the technician is actually viewing the PC themselves. Like all of the conference call services, the web conferencing in this application saves any travel costs that may have been associated with the service and makes the technician that much more productive since they can handle many of these types of service calls using web conferencing instead of travelling to customer locations. In many cases, if you are selling your product across the country or around the world, travelling to customer locations to support your product is not even practical. Especially for a small business that is trying to support their product, web conferencing offers a way to provide their customers an excellent level of service without spending a lot of money. Supporting your customers using web conferencing just makes good business sense.