My experiences while working with Remote Incident Manager have been wonderful.
As a Technical Support Agent for Computers For The Blind I handle as many as 15-20 calls in a day. Most if not all calls require me to remotely connect to a client’s computer.
Previously, our tech support service was done through the use of JAWS Tandem and TeamViewer.
Since the beta cycle of Remote Incident Manager and the subsequent purchase of a single license by CFTB, I have incorporated this tool daily in my providing high level support to all of our clients.
I have found the process for installation on the client’s computer both for internal and external support to be seamless.
Remote Incident Manager allows my experience to mirror exactly what the user is encountering which in turn allows me to diagnose, resolve and provide the client of CFTB to continue on with their day without needing to soak up a large chunk of time resolving a technical issue with their computer.
The ability to reboot the client’s computer without any trouble, using the built-in voice interaction feature to chat with the customer in case a phone call drops and the overall RIM experience being simple and easy makes this program a must have in the toolbox of a Tech Support agent.