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How To Provide Computer Technical Support Using CrossLoop Remote Access Software

Updated on April 8, 2013
Remote Technical Support
Remote Technical Support | Source

Sure I Can Help But If Only I Was There!

Being a previous IT professional, I can tell you I get plenty of calls at all hours of the day from friends, family, friends of family, friends of my neighbor's nephew.... (You get my point right?) They all usually need technical support for something or another. It has been years since I have actually done any support for a living, and I'll admit, since I'm now a self proclaimed Apple Mac guy, I have been pretty much out of the loop when it comes to windows upgrades and operating systems. Although I have a good foundation and can figure things out, I usually need to actually "see" something before I can figure it out. With just a little bit of common sense, most computer repair problems can be fixed with a bit of tinkering, even if I have never experienced the problem myself. So when I get these calls, it's difficult for me to diagnose issues over the phone since I'm not at the physical location, looking at the actual problem. Sure at work, we had some pretty industrial screen control programs, but it was ll built into the operating system. It was a tool that we had installed on all company computers and probably cost the company a small fortune. It turns out that you can have access to some of the very same powerful remote access tools for FREE!

Ok So I have Your Attention Right?

Although usually I can't drop what I'm doing and run over to someone's house, especially if they live 12 states away, but I have discovered the next best thing. A remote computer access program called CrossLoop is available and it is absolutely free of charge. By using this program, you can remotely control another PC regardless of the operating system. It works on both Mac OS X as well as a suite of other Microsoft products including XP and up. Since I can't actually be there, the next best thing is being able to view the screen in real time, click the mouse and type on the keyboard. There is even an option for remote restart and reboot!

This really save me quite a few trips in the past! Or more appropriately, helped people that needed my remote assistance. There are two separate versions that are available: Screen Sharing as well as Remote Access. The Screen Sharing application is what I typically use for support for friends and family. Remote access would be more appropriate for if I was away from home and wanted to access my computer remotely. Both have their advantages, but I have only typed with the screen sharing app. There is a paid version also available for $69.50 annually that will also allow you to integrate the remote support product into your website if you are an actual IT professional, but it's not required to help people out.

CrossLoop Access Tab
CrossLoop Access Tab
CrossLoop Share Tab
CrossLoop Share Tab

Have You Used CrossLoop?

Have you ever used CrossLoop?

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So How Does It Work?

You simply navigate to the website, and lick on the "Download Free" button on the upper right hand corner. The website automatically knows what type of operating system you have such as Windows Vista, or Mac OS X and you just click the blue download button. Full download instructions are included at this point depending on your operating system It's a simple installation and is only around 2 MB or so. This makes it a quick installation. You just follow the wizard to get the software installed.

Once you have the software installed, it's just a matter of walking your client or friend through the same process on their end to install the same software. It's OK if you are on a windows machine and you are supporting a mac; or vice versa. Once you have both installed the software, instruct your friend to open it and you open CrossLoop on your side. A simple window will open up with tabs that allow you to select either "Share" or "Access" Instruct your client to click on the Share tab and have them read to you their access code and click connect. Their computer will now be waiting for a remote support connect. You then click on the Access tab and type in their access code and click connect. It truly is that simple! Your client will be asked to confirm the connection to make sure they really want to share their desktop with you. If you're a client, don't worry you'll get to see exactly what the person is doing, and you can quickly regain control of your computer at any time if you feel uncomfortable with someone accessing your files at any time.

Once you are connected, you will then be able to click the mouse, type on the keyboard, as well as reset the computer almost as if you are sitting right in front of it! As a general rule of thumb, the faster the internet connection the better. I should also note that this software will not work well, if even at all on a dialup connection. I have tried using it with an "Aircard" and 4G wireless service and it worked well enough. Remember, since one of you is "uploading" the screen and live video at all times (Usually the one sharing), a DSL connection might be a bit sluggish but will easily get the job done.

So what about security? Does this mean that anyone can access your computer at any time? Absolutely not! The person sharing must always accept the connection, and when the CrossLoop software isn't running, no connection can be made. In addition, there are no changes necessary to your firewall programs or routers, and is generally considered to be a very safe method of screen sharing.

So You said something about making money?

I sure did! I suppose this wouldn't be a great article unless it somehow came right back to earning money online form the comfort of your own home. If you think about it, if you can remotely fix something, you can use CrossLoop as a "remote dispatch". If yoga re already an IT technician, you could probably just bill the person as usual, or you can accept paypal payments for services rendered. Since it's up to you how much you charge, the sky is the limit. You could advertise in local newspapers or craigslist for virus removal, PC tune ups, you name it and never leave you home office.

If you subscribe to the CrossLoop Pro, you get the added benefits of being to use the software from your website, have it branded with your company logo, slogan, or name, and you can accept credit cards right from your website for support services. This can make for a much smoother customer experience when it comes to the billing process. If you do just one PC tune up a year, it would pay for the annual subscription fee. In fact this is how I actually found out about CrossLoop, from someone who was using the paid service to provide support from his very own website.

Regardless of how you want to use the software, it's an awesome tool! I have personally used it to help family and friends in completely different time zones access file, train them to use software remotely, and even restore important files that were due early the next morning for work and class. I don't normally charge for my services, but if I wanted to earn a little extra income monthly, I know it would be an easy sell!


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