Tech Support Just Got Easier, Safer

by · July 14, 20143 comments

What do you do when a customer calls with an odd complaint about your website? They can’t find the “Buy” button or get to a certain page they’re looking for? When visual assistance is what they need and exposure to exactly what they’re seeing is the quickest way to a solution we are often left with cumbersome options?

You could ask the customer to log on to a screen sharing application like Join.me. You could have them take a screen shot and email it. You could ask them to figure out how to download an app then give you remote access.

But if they can’t find the button, are they really going to be able to do any of that? And giving remote access opens up a Pandora’s box of liability and security issues.

Clickwithmenow logoIn the world of technology, however, where there is a problem, there will be a solution. Enter ClickWithMeNow. With this software (as a service model), your customer service agent or tech support specialist can simply email a link to the customer which activates a JavaScript-powered session in their browser. The support person then sees the customer’s screen, the customer sees an indicator of the support specialist’s mouse so he or she can point the customer along.

It’s like a virtual laser pointer in the browser screen.

The software is built so the company representative has no control over the customer’s computer – just visual access to the browser in question. The customer has complete control over what browser and even what tabs within that browser the customer support agent see.

ClickWithMeNow provides quick and easy visual support with little to no effort on the part of the customer. It does so in a safe and secure way without exposing data or giving the company true access to anything on the customer’s computer.

If your tech or customer support isn’t using this yet, the only question is why not?

Check them out at ClickWithMeNow.com. And no, I have no affiliation with the company, nor do I benefit from its success. It’s just a freakin’ useful tool.

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About Jason Falls

Jason Falls

Jason Falls is a leading thinker, speaker and strategist in the world of digital marketing and is co-author of two books, No Bullshit Social Media: The All-Business, No-Hype Guide To Social Media Marketing and The Rebel's Guide To Email Marketing. By day, he leads digital strategy for Elasticity, one of the world's most innovative digital marketing and public relations firms. Follow him on Twitter (@JasonFalls).

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Comments on Social Media Explorer are open to anyone. However, I will remove any comment that is disrespectful and not in the spirit of intelligent discourse. You are welcome to leave links to content relevant to the conversation, but I reserve the right to remove it if I don't see the relevancy. Be nice, have fun. Fair?

  • ctheisen

    Olark also has a nice option to click along with customers that start a chat on your website. Different starting point for the help ticket process but same basic idea.

  • Aaron Perlut

    Great piece Falls. Great tool

  • tonyhost

    If you still have no idea what this means, don’t worry
    about it, because you can always…

    Kizi