I recently wrote on the QuickSchools Blog on why QuickSchools doesn’t really have online help files, manuals or documentations. And it’s something we get asked about a lot. And to mitigate this, QuickSchools offers live chat support to all its customers. I thought I’d elaborate on this a little bit here, particularly since I think this approach is quite different from other SaaS companies out there. More
More on Remote Support
April 8, 2010
A few months ago, I wrote about Remote Support software, and mentioned a few players out there like GotoAssist, CrossLoop and YuuGuu. Well today, I had a chance to try out ZohoMeeting, which is another screen sharing / remote support program. It came recommended by a potential customer I was speaking to just a few days ago. And I have to say, I like it. More
Screen Capture for Demos
February 4, 2010
Biz & Tech, QuickSchools.Com Leave a comment
Yesterday, I attempted to give a demo of QuickSchools to a school in Nigeria from my home in Kingston Ontario. Needless to say, the experience could have been better. The internet connection was slow, to say the least, causing my screen sharing program to appear sluggish, and sometimes frozen, on his end. The phone line wasn’t that great either. And he needed to see what the software could do for his school.
Looking at other SaaS companies out there, the service we’re providing should be as self-service as possible. Or at least, it should move in that direction, so that you cover most of your customer base. Some SaaS companies may or may not choose to invest in providing additional customer service, via live chat and email, for the remaining customer base. But that’s a separate issue. For a SaaS company to be successful, in my opinion, the user should be able to consume the service with little to no interaction with a customer service representative. More
Screen Sharing / Remote Support
January 19, 2010
For the longest time, I wondered if there was a free screen sharing program out there, that I could use to help support people remotely. And for the longest time, I’d been looking in the wrong place. When you look for “screen sharing”, you’re essentially looking for software that allows other users to see YOUR screen, to do demos and stuff. But what I really needed was to be able to see the OTHER user’s screen, and have control of their keyboard and mouse.
The proper search term you should be looking for is “remote support”. These systems will allow other users to share their screen with you (so it’s similar to screen sharing), and in addition allow you to control their keyboard and mouse as well. Pretty cool, huh? I used to be dumbfounded when I first saw this capability several years ago. And I get the same reaction talking to people whose desktop I was poking around in. More
Google Runs My Life
July 27, 2009
Biz & Tech, Reflections 1 Comment
I’ve been meaning to write about how Google Runs My Life for a few weeks now, ever since I realized how dependent I’ve become on Google and the free services they provide. It’s hard to imagine that a mere 10 years ago, I hadn’t even heard of Google. And I only came to know Google from a work colleague who recommended it as a search engine back in 2000. And now, 10 years later, Google is almost synonymous with the internet. With Google owning 70-80% of the search engine market place (or is it more?), some might say that “Google IS the Internet”.
Google has really enabled me to live off the cloud. It all began some 5 years ago when another work colleague of mine introduced me to Google Mail, or Gmail. At the time, I had always used Yahoo Mail, and I still do today, mostly just to keep it active. Gmail is now my main email account. But at the time, Gmail was the first to offer free email up to 1GB, and that was a lot at the time. Its user interface made it really easy to use and navigate. It wasn’t slow. Furthermore, Gmail allowed me to access mail from my other accounts, as well as send out email on behalf of these accounts. What more would I need? I get plenty of space, it’s fast, and I don’t have to download my mail to view it. That was the beginning of my reliance on Google. More
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