For the past couple of months, we’ve been trying to find good solutions for overcoming barriers we’ve encountered in delivering great support.
Jungle Disk can be pretty technical and somewhat difficult to learn at first, but it’s been our pleasure to teach you how our software works and help you adjust its settings to take full advantage of everything our services have to offer.
So in an effort to provide the very best guidance and training, we’re happy to announce that we now have a screen-sharing/remote support solution that meets all of our requirements. We’ve helped with a couple dozen of you in this new tool and it has improved the overall support experience dramatically.
How does it work?
Simply get in contact with us by phone (currently our phone services are in a beta, but you can chat in and we’ll be happy to call if we have someone available). Once we’re talking with you over the phone, you can suggest to share your screen, or we might suggest it if we believe it will help and you’re comfortable doing so.
You would then be instructed to go to http://connect.jungledisk.com/ and the technician on the phone will start up a meeting and will provide you with a Meeting ID. You would then type in the Meeting ID and will be taken through a brief setup process within gotomeeting.com (you’ll be automatically redirected).
You mentioned phone.. but didn’t bring up chat. Can we do screen sharing in chat?
We’ve tried this before and the experience didn’t really seem that great to be honest. We can be chatting with multiple customers at a time (usually we chat with up to 3, but some techs are comfortable with up to 4), so the kind of focus/guidance usually expected with screen sharing sessions may not be as good of an experience while on chat.
We would recommend holding off on screen sharing until you’re able to speak with one of us over the phone. If you do receive this kind of support while on a chat, we ask that you keep the information above in mind and come in expecting some amount of delay between replies. Thanks!
Will this install anything to my computer?
Yes, a small “GoToMeeting” client-end package will be downloaded and installed. In some situations, this will be installed automatically, but in others, your browser will present you with the steps necessary to complete the setup.
Are all computers supported?
Windows and Macs are supported, but we’re sorry to say that Linux is not. If you’re using Linux and have questions, we can still discuss your situation over the phone or in chat (just like we’ve done to up to this point) and you can email screenshots to firstname.lastname@example.org while on the call or in chat if necessary.
I’m not sure this is a good idea. I don’t want anyone messing up my computer!
That’s right, and neither do we! Even though we’re all well trained, the possibility that a mistake can occur is not comforting.
So with this approach, we made sure that technicians have absolutely no access to control your computer’s keyboard or mouse. We can only view what’s on your screen and have no ability to make any changes to your computer, its settings, etc.
So what’s the point if you can’t control my computer?
This tool gives us the opportunity to provide you with contextual support. This means that if you explain your goal and connect with us, you can simply say “What should I do next?” to be guided from start to finish in achieving this goal.
Being able to see what you see can heavily benefit both of us