Add remote desktop feature in computer or programing categories to save customer time
Add remote desktop feature in computer or programing categories to save customer time and prompt answer
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Anonymous commented
SOLUTION: Make customer "accept" remote connection and waive liabiliites option before remote support.
RESULT: No one gets sued, and experts make more money
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Matt Bushnell commented
Come on JA? Give us an update for remote access at least. I agree with Drew Tomlinnson, even a read only screen is better than nothing. If you are not going to make this available to all experts, then turn it off. It has been in Beta stage for far too long to be called Beta. It is simply not fair to all experts, a few get it, but most do not. Sounds like government! Tell us what the holdup is please, or tell us its not going to happen and turn it off.
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Anonymous commented
This is a must! I agree that experts with 1000+ ratings should have access to this feature! It isn't fair that only a select few have it!
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CConsultant commented
There are simply some issues that cannot be fixed without remote assistance and others that become 2 minute fixes instead of 2 hour marathon chat sessions.
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Anonymous commented
Since it's been in beta for a long time, it's probably the cost of having so many users. That's probably the issue.
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Lara Kronberger commented
The 'Beta' Service that exists now either needs to be taken down or expanded to be available to everyone that chooses to use it. By only having a 'select' group of folks with the access and ability it puts everyone else at a disadvantage and is also frighteningly unfair.
It also shines a bad light on the company since they have obviously tabled the idea yet still allow it to be used by only the select few. If there are so few, then it shouldn't be all that hard to TURN IT OFF.
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Joseph Herbert commented
I agree, just having "View-only" access to a customer's screen would help by an order of magnitude.
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Anonymous commented
This is a must! There is a reason remote support exists in the first place, and that is because most users who find themselves in situations such as what we see here on JA (Computer categories) are there because they do not know their way around a computer in the first place. I cant tell you how many times I have been asked "We have been at this a long time, cant you just remote in and fix this" YES I can fix it, but NO I am not allowed! I think there should be a point when experts who have proven themselves, (Say over 1000 accepts/Happy Faces and a positive feedback rate over what ever percentage JA feels is OK ) should be given access to the tool that other experts in the ""Beta program have been using for some time now.
I completely understand the point Drew Tomlinnson makes, but there has to be a middle ground here, once we prove ourselves, what is the hold up?
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jctservice commented
FYI this feature does exist, but only in "beta" to a limited number of experts (unfortunately not me).
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sandy commented
Most of customers(mostly 60-90 years old) are not able to follow the steps provided. It will be very nice if you could please provide us remote desktop support. You have already provided this facility to some experts. I understand that security is a major concern. But, pearl/justanswer is our bread and butter. I think all of the experts will follow the Justanswer guidelines/terms and conditions. Please provide us remote desktop support. It is very very urgent.
Thank you.
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Abraham Guerrero commented
I'm guessing that the legal liability might be kind of high with using remote desktop. As far as I know, even the major PC manufacturers do not remote into customer computers. The only times I ever see them remote in, is when the customer is a business. Even then, whenever I speak with Microsoft support, they often prefer me to do the clicking.
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Drew Tomlinnson commented
I've read in forums about some of the challenges regarding this. One issue is how to deal with the potential of unproven experts having the ability to completely ***** up a customer computer. Now while this can still be done via suggested answers, I can see where it could occur more if the expert "just takes over".
My solution to this would be a way where the expert could remote in as "read only". Then at least the expert could see what the customer is seeing and diagnose the problem more quickly.