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Remote Support Sample Script

Remote support via MSN Messenger or other tools make it easy to help customers to investigate specific problems or resolve technical issues on their PC remotely.

The steps involved in a remote support are:

  1. Contact the customer by email to ask his/her IM address, phone number (optional we will be able to do all via IM).
    Here is a sample email:


    Dear Mr. Northwind,
    I am contacting you in regard to arranging time to give a remote support via MSN for the configuration issue of SSW Link Auditor you encountered on your pc.

    Regards,
    James
    www.ssw.com.au
  2. Contact the customer via IM or email to arrange a time for remote support
    Here is a sample email:


    Dear Mr. Northwind,
    I am contacting you in regard to asking for your MSN Messenger address then you could request a remote assistance to let me investigate the problems you encountered while configuring SSW Link Auditor on your pc.

    Please ensure that you have downloaded and installed the latest version of SSW Link Auditor 3.63.

    Also please let us know when it would be convenient to contact you and start the remote support. We would appreciate if the time could be given as Sydney, Australia time.

    Regards,
    James
    www.ssw.com.au
  3. If necessary, send an appointment to the customer once you have time arranged.
    Figure: Send an appointment to the client.
  4. Contact the customer to start remote support. The following is a typical conversation of a remote support:
    First of all, introduce yourself:


    Hi Mr. Northwind,
    This is James Zhou from SSW. I'm one of members of SSW Link Auditor team.

    Then continue by giving the customer a brief explanation of what you will do and how long will it take:


    Mr Northwind, can I confirm the agenda.
    You would like me to connect to your PC and fix:
    • xxx
    • yyy

    How does that sound?

    Then tell the user to send you a remote assistance request:


    OK, please allow me to remote control your PC. Lets try using MSN's Remote Assistance.
    In MSN go Actions | Request Remote Assistence
    For more info see http://www.ssw.com.au/ssw/Standards/support/RemoteSupportViaMSN.aspx

    You try to get connected to customer's PC via MSN but failed. Firewalls often block it. If so try to use another Remote Support method as per Remote Support via UltraVNC SC:


    This failed - it is likely a firewall issue. So let's try using VNC
    Please run this http://us.ssw.com.au/ssw/RemoteSupport/SSWRemoteSupportByJamesZhou.exe

    Once connected to the customer's PC, let him/her know you are about to control the PC:


    Now please don't touch your mouse while I take control of your mouse.

    Once you finish remote control, close all applications that you have opened on remote PC.
    Then you will activate the remote conversation window to let him/her see your message that you have done.
    Let your customer take control back:


    Now I have finished using your mouse.

    Try your best to explain what you have found and how come the problem your customer is experiencing:


    This looks like a bug - caused by our web service being down. I will report this to myself and get back to you.

    Ask if he/she needs further assistance:


    Do you need further assistance?

    If no further assistance required, close the remote session and let your customer know:


    I have closed our remote session.

    At last say bye:


    OK. Thanks Mr. Northwind. If you have any questions later, just let me know.
    Bye for now.
  5. Finally send a summary email to the customer with what you have done/fixed, and tell the customer don't be hesistate to contact SSW if they need any further support.
    Here is sample email:


    Dear Mr. Northwind,

    As per our conversation during the remote support, I found you didn't have your Reporting Services configured well so the SSW Link Auditor Report could not be deployed.

    What I have fixed for you were:
    Configured the windows service identity for Reporting Services
    Configured the web service identity for Reporting Services

    If you need any further support, don't hesitate to contact me.

    Regards,
    James
    www.ssw.com.au

Acknowledgements

James Zhou
Ryan Tee