MIP eMagazine: Best Software

Announcing: Best LiveConnect

Get even better support with new remote connection tool

Customer Support is pleased to introduce “Best LiveConnect”, which is a Web-based remote connection tool powered by Citrix® GoToAssist™. Utilizing the Internet, we will be able to solve problems more efficiently and effectively. Best LiveConnect is a Web-based screen-sharing solution that downloads in seconds from the Web and enables full remote desktop sharing with mutual mouse and keyboard control.

How It Works

Step 1: While speaking with your support representative on the phone, you decide to invite him or her to view your screen and share control of your mouse and keyboard to solve the problem.

Step 2: Your support representative gives you a unique connection code and directs you to our support page where you type the code into a box.

Step 3: You are then prompted to accept a small download, which immediately connects you with your support representative.

Step 4: Your support representative can either solve your problem remotely while you watch or demonstrate what to do step-by-step.

Step 5: At the end of the session, you may rate your representative and provide feedback on the service experience.

FAQs

How does this service work?
Once you connect to the service, you are prompted to download a small application, which allows one of our support representatives to share control of your mouse and keyboard to help resolve your problem or answer your question. At any time during a session, you can take control of your computer just by moving your mouse. You will be in charge at all times.

Can a representative look through my files without my knowledge?
Absolutely not. Your representative sees only what you see and whatever you permit him or her to see on your computer screen.

How is security maintained?
All support sessions are fully encrypted using 128-bit end-to-end AES encryption. After a session has ended, your support representative can no longer see your screen or access your computer again until you make another explicit request for support.