Remote Assistance

Geekgirl · 12-14-2006, 05:04 PM

I am thinking about offering Pre-paid Remote Assistance Services. Of course these services would be at a lower rate compared to my in-home service call rates.

Here's what I have drawn up so far, they are not etched in stone yet, I am looking for improvements and suggestions. Plz put in your pros, cons, and anyother advice that may help me.

Quote:

Pre-Paid Remote Assistance

Requirements:
Windows Xp
MSN Messenger
Pre-paid Service Package Purchase
Appointment Required

Charges:
$20.00 per hour – 5 sessions, expires in 30 days
$18.00 per hour – 10 sessions, expires in 60 days

All sessions are 1 hour minimum

If hardware purchase and hands-on labor are required, the Remote Assistance Service charge will go towards the service call

Cash and/or check only (not set up to accept credit cards)

VincentWong · 12-15-2006, 08:35 AM

A pre-paid remote assistance plan might be a hard sell. Most consumers are not proactive when it comes to computer problems. If you are targeting businesses then maybe it would be easier.

Zazula · 12-15-2006, 09:20 AM

Vincent has a very valid point. I believe a pre-paid plan like this could be marketed when making house calls in the sense "you're paying now this much, but you can save money in the future by buying now my pre-paid remote assistance; you'll be actually buying your peace of mind for the next month(s)". Plus think about offering it for a period longer than 60 days.

Satisfied customers might think seriously about getting this "insurance policy" for their computer, which will cost them less than what they've just found out that house calls cost. Plus, they can also more easily spread the word to others, and thus allow you to penetrate into prospects you haven't made any house calls to.

**cjessee** · 12-15-2006, 11:56 AM

I think that you are limiting yourself very much by making windows xp a requirement... you would be surprised how many of the troubled folks in this world operate under 2000 and 98... even some ME's are still around. Perhaps you should look into a more versatile remote assistance program.

Geekgirl · 12-15-2006, 03:05 PM

Well theres is WIN VNC and Real VNC I could use. I found a file that could be downloaded to the earlier versions of Windows so I could use RM but dangit, I cant find that link

**cjessee** · 12-16-2006, 07:23 AM

There are more expensive programs like LogMeIn Rescue www.logmeinrescue.com Expensive, but connects to just about everything including Macintosh and Linux machines and the session is initiated by simply sending an e-mail. I'll grant it, it is expensive.

horatio324 · 12-19-2006, 05:57 PM

Pros: -That you are offering your services online (you seem pretty smart)
- I do like the prepaid idea (I do something very similar with onsite repair, sort of insurance policy with discounted rates if they are members) but can you offer your customers something with that? A "free" HJT scan (which you can then use to show them - "Hey - you got problems!") and they can pay for the fixes needed?

Cons: -limiting yourself by not taking credit cards (you can set up thru paypal a merchant account without to much hassle)
-not charging enough. with your experience, you could charge $40+/hr easy

The winVNC is pretty easy to configure so that novice users can just click on a link on your website and *poof* you're in.

Which ever you decide, good luck , and let me know when you're up and running/in business - I could use a good sub-contractor from time to time to dial in and help out. thanks!
--aaron

Dry Crick · 12-20-2006, 04:50 AM

What is the appeal? What special expertise do you have to keep your competitors from eating you up? I don't see any clients I know being interested in this service. Perhaps if the services are tied to a new computer, and include the printer, internet connection, and memory cards, it could be appealing. What would work better for our clients would be a payment up front for X hours, then these services as potential add-ons. You build a relationship. They learn of your special expertise, then once the relationship is established, they will want your help again. I don't see strangers signing up.
I think you must be full-service to be appealing and get referrals... WXP, MAC, W2K, WMe, W98, printers, flash drives, cameras, images, downloads, faxes, scanners.
Too many problems are hardware difficulties, dead CD players, download problems, inadequate memory. I don't see how you deal with those online or on the phone.
Mostly I see a lot of angry, disgusted customers who will not help build your referral business at all.

Geekgirl · 12-20-2006, 06:44 AM

The reason I posted this thread in the first place was because one of my customers requested I use Remote Assistance to save her $$. She said she just wants me to neb around at times to make sure everything looks ok.

Quote:

Too many problems are hardware difficulties, dead CD players, download problems, inadequate memory. I don't see how you deal with those online or on the phone.
Mostly I see a lot of angry, disgusted customers who will not help build your referral business at all.

That is why I did added the statement above:

Quote:

If hardware purchase and hands-on labor are required, the Remote Assistance Service charge will go towards the service call

So I feel I can diagnos hardware failure within the first 30-45 minutes, thus the charge for the Remote Assistance would go towards the visit to replace the faulty hardware.

Most of the RM Services would start out to be with my existing customers, then I hope they pass it on as word of mouth to their friends.
I must say there are some things that need tweaked. Thats why I am asking for suggestions and any advise that might help.

Dry Crick · 12-20-2006, 08:01 AM

Good luck to you. I hope it works well for you, and that we can all learn from you. We have been providing door to door service for 20 years. We would love to figger out how to do what you propose.

WorkingOnWise · 01-20-2007, 07:56 PM

Hi geekgirl. Have you started this yet? I am going to start this with my clients soon, in a very mixed enviroment of Win98se and xp as well as various flavors of linux and want to learn from others first. Kinda let others get the growing pains for me as much as I can. So, how is it going? Do you know any reasons for the problems you are having? Do you know why the stuff that is working works?

Thanks
Keith

Geekgirl · 01-21-2007, 08:50 AM

My second business has kept me from pursueing this in a timely manner. I do however plan on setting the one customer up a.s.a.p.

bry623 · 01-22-2007, 07:57 AM

I have customers that I have been to their homes and have installed a remote pc program. They can call me up and I dial in to see what is going on. I charge on a per call basis. It keeps them coming back and then they tell their friends that they have a computer guy and I get more business.

Geekgirl · 01-23-2007, 11:31 AM

I have installed VNC and got it working smoothly, its so much easier than trying to use MSN Messenger IMHO

Took me a few times to try to connect and from which pc to use first...... I was deeply discombobulated at first, but I figured it out ...YIPPPEEEEEE

Thanks Bry

bry623 · 01-23-2007, 12:26 PM

Any time TJ!!!

12-15-2006, 09:20 AM	#3 (permalink)
Zazula Manager Emeritus, I'm blond, James Blond Join Date: Apr 2006 Location: Athens, Greece Posts: 7,644 OS: Win XP Pro SP2	Vincent has a very valid point. I believe a pre-paid plan like this could be marketed when making house calls in the sense "you're paying now this much, but you can save money in the future by buying now my pre-paid remote assistance; you'll be actually buying your peace of mind for the next month(s)". Plus think about offering it for a period longer than 60 days. Satisfied customers might think seriously about getting this "insurance policy" for their computer, which will cost them less than what they've just found out that house calls cost. Plus, they can also more easily spread the word to others, and thus allow you to penetrate into prospects you haven't made any house calls to. __________________ "Time is the wisest because it discovers everything" Thales of Miletus (ca.624BC-ca.546BC) "Everything flows, nothing stands still." Heraclitus of Ephesus (ca.535BC-475BC) "One thing I know, that I know nothing" Socrates of Athens (ca.470BC–399BC)

12-15-2006, 03:05 PM	#5 (permalink)
Geekgirl Manager, Microsoft Support Join Date: Jan 2005 Location: Pennsylvania Posts: 11,971 OS: 98SE/WinXP Home/WinXP Pro Blog Entries: 1	Well theres is WIN VNC and Real VNC I could use. I found a file that could be downloaded to the earlier versions of Windows so I could use RM but dangit, I cant find that link __________________ Compare NOD32 to your current antivirus and anti-spyware solution, HERE How to back up and restore the registry in Windows XP and Windows Vista How to back up and restore the registry in Windows 98/ ME / NT 4.0 / 2000 I DO NOT ACCEPT EMAILS AND WILL NOT REPLY TO THEM !!!!! I Have Been Smoke-Free For 10 Months, you can quit too R.I.P. KITTY

01-20-2007, 07:56 PM	#11 (permalink)
WorkingOnWise Registered User Join Date: Jan 2007 Posts: 2 OS: Linux (Ubuntu Christian Edition/Feisty Fawn Combo	Remote Assistance Hi geekgirl. Have you started this yet? I am going to start this with my clients soon, in a very mixed enviroment of Win98se and xp as well as various flavors of linux and want to learn from others first. Kinda let others get the growing pains for me as much as I can. So, how is it going? Do you know any reasons for the problems you are having? Do you know why the stuff that is working works? Thanks Keith

01-21-2007, 08:50 AM	#12 (permalink)
Geekgirl Manager, Microsoft Support Join Date: Jan 2005 Location: Pennsylvania Posts: 11,971 OS: 98SE/WinXP Home/WinXP Pro Blog Entries: 1	My second business has kept me from pursueing this in a timely manner. I do however plan on setting the one customer up a.s.a.p. __________________ Compare NOD32 to your current antivirus and anti-spyware solution, HERE How to back up and restore the registry in Windows XP and Windows Vista How to back up and restore the registry in Windows 98/ ME / NT 4.0 / 2000 I DO NOT ACCEPT EMAILS AND WILL NOT REPLY TO THEM !!!!! I Have Been Smoke-Free For 10 Months, you can quit too R.I.P. KITTY

01-22-2007, 07:57 AM	#13 (permalink)
bry623 Manager, The Conversation Pit/Analyst, Security Team Join Date: Apr 2002 Location: NW Territory circa 1787 Posts: 10,367 OS: winxp pro sp2	I have customers that I have been to their homes and have installed a remote pc program. They can call me up and I dial in to see what is going on. I charge on a per call basis. It keeps them coming back and then they tell their friends that they have a computer guy and I get more business. __________________ Scarlet and Gray in L.A. 9/13/08

12-15-2006, 08:35 AM	#2 (permalink)
VincentWong Registered User Join Date: Aug 2006 Posts: 39 OS: xp	A pre-paid remote assistance plan might be a hard sell. Most consumers are not proactive when it comes to computer problems. If you are targeting businesses then maybe it would be easier.

12-15-2006, 11:56 AM	#4 (permalink)
cjessee Uh oh. Join Date: Aug 2005 Location: Ohio Posts: 780 OS: Windows NT/2000/XP, Dictaphone, Windows 2003 Server	I think that you are limiting yourself very much by making windows xp a requirement... you would be surprised how many of the troubled folks in this world operate under 2000 and 98... even some ME's are still around. Perhaps you should look into a more versatile remote assistance program.

12-16-2006, 07:23 AM	#6 (permalink)
cjessee Uh oh. Join Date: Aug 2005 Location: Ohio Posts: 780 OS: Windows NT/2000/XP, Dictaphone, Windows 2003 Server	There are more expensive programs like LogMeIn Rescue www.logmeinrescue.com Expensive, but connects to just about everything including Macintosh and Linux machines and the session is initiated by simply sending an e-mail. I'll grant it, it is expensive.

12-19-2006, 05:57 PM	#7 (permalink)
horatio324 Registered User Join Date: Dec 2006 Location: susanville ca Posts: 12 OS: XP Home, Pro, SBS 2003	Pros: -That you are offering your services online (you seem pretty smart) - I do like the prepaid idea (I do something very similar with onsite repair, sort of insurance policy with discounted rates if they are members) but can you offer your customers something with that? A "free" HJT scan (which you can then use to show them - "Hey - you got problems!") and they can pay for the fixes needed? Cons: -limiting yourself by not taking credit cards (you can set up thru paypal a merchant account without to much hassle) -not charging enough. with your experience, you could charge $40+/hr easy The winVNC is pretty easy to configure so that novice users can just click on a link on your website and poof you're in. Which ever you decide, good luck , and let me know when you're up and running/in business - I could use a good sub-contractor from time to time to dial in and help out. thanks! --aaron

12-20-2006, 04:50 AM	#8 (permalink)
Dry Crick Registered User Join Date: Dec 2006 Location: Four Corners Posts: 43 OS: WXPP & Linux	What is the appeal? What special expertise do you have to keep your competitors from eating you up? I don't see any clients I know being interested in this service. Perhaps if the services are tied to a new computer, and include the printer, internet connection, and memory cards, it could be appealing. What would work better for our clients would be a payment up front for X hours, then these services as potential add-ons. You build a relationship. They learn of your special expertise, then once the relationship is established, they will want your help again. I don't see strangers signing up. I think you must be full-service to be appealing and get referrals... WXP, MAC, W2K, WMe, W98, printers, flash drives, cameras, images, downloads, faxes, scanners. Too many problems are hardware difficulties, dead CD players, download problems, inadequate memory. I don't see how you deal with those online or on the phone. Mostly I see a lot of angry, disgusted customers who will not help build your referral business at all.

12-20-2006, 08:01 AM	#10 (permalink)
Dry Crick Registered User Join Date: Dec 2006 Location: Four Corners Posts: 43 OS: WXPP & Linux	Good luck to you. I hope it works well for you, and that we can all learn from you. We have been providing door to door service for 20 years. We would love to figger out how to do what you propose.

01-23-2007, 11:31 AM	#14 (permalink)
Geekgirl Manager, Microsoft Support Join Date: Jan 2005 Location: Pennsylvania Posts: 11,971 OS: 98SE/WinXP Home/WinXP Pro Blog Entries: 1	I have installed VNC and got it working smoothly, its so much easier than trying to use MSN Messenger IMHO Took me a few times to try to connect and from which pc to use first...... I was deeply discombobulated at first, but I figured it out ...YIPPPEEEEEE Thanks Bry __________________ Compare NOD32 to your current antivirus and anti-spyware solution, HERE How to back up and restore the registry in Windows XP and Windows Vista How to back up and restore the registry in Windows 98/ ME / NT 4.0 / 2000 I DO NOT ACCEPT EMAILS AND WILL NOT REPLY TO THEM !!!!! I Have Been Smoke-Free For 10 Months, you can quit too R.I.P. KITTY

01-23-2007, 12:26 PM	#15 (permalink)
bry623 Manager, The Conversation Pit/Analyst, Security Team Join Date: Apr 2002 Location: NW Territory circa 1787 Posts: 10,367 OS: winxp pro sp2	Any time TJ!!! __________________ Scarlet and Gray in L.A. 9/13/08