Wednesday, October 15, 2008

CrossLoop: A must have tool for remote tech support...

Update 10/15/2008 - 17:47 CT - I was contacted by Dmitry over at CrossLoop and informed that the new version of the software does indeed contain an IM chat client. I think this just goes to show how this team is pushing this project forward and always making it better. Thanks Dmitry for the correction!

How many times have you walked a friend, family member, or client through fixing a computer issue over the phone? If you're like most savvy computer users, you've likely been through this ordeal more than you care to admit. While there have always been free tools like VNC that you could use to view and operate the remote computer, it's also been a very cumbersome and error prone process to walk a neophyte user through setting the software up and giving you the information you needed to access their computer.

Enter CrossLoop.

CrossLoop is a software product that makes accessing and controlling a remote computer very easy. When you use CrossLoop, you and the person you're helping don't need to worry about things like IP addresses, network firewalls, and all the other things that come with most remote administration packages. That's because CrossLoop layers their own proprietary software on top of the standard VNC program to create a package that's both lightweight and easy to use.

To use CrossLoop, both you and the person you're providing help to agree on a common password. Each of you put the password into the CrossLoop program and click connect. In seconds, you're viewing and controlling the remote computer just as though you were sitting in front of it. Access is snappy and you have total control. You can even transfer files between the two connected PC's.

CrossLoop is one of those programs that you absolutely have to have if you're providing remote support or even if you're just needing to remotely control your various home and office PC's. I'd definitely give it four stars for both functionality and ease of use.

There are only two features I wish CrossLoop had that it doesn't and both aren't really that important: I wish it had some sort of VoIP/IM client so the two connected parties could talk or IM with each other while in a session and I wish the screen session could be recorded. I realize the first point can be negated by using a secondary software like Skype but it would be nice to have it all integrated into one package.

All-in-all, I think CrossLoop is one of the most useful packages a system administrator or support technician (both professional and non-professional) can have in their arsenal. The CrossLoop team is hard working and they really listen to their customers.

A team that listen to its customers and provides uncomplicated, free software?
Hmm...something must be terribly wrong here.

Maybe CrossLoop is starting a cult.
If so, hand me a big cup of fresh KoolAide.

4 comments:

Dima said...

Not a problem Anthony! Happy to let you know about chat feature!

Truly grateful to you for sharing your excitement with you blog readers! Thank you very much from all of us at CrossLoop!

Enjoy CrossLooping! Let me know if you have more questions/comments!

-Dmitry

Serge said...

You guys should also check out Techinline Remote Desktop (http://www.techinline.com) It's a pretty slick service for remote support, and is probably the easiest to load up the remote connection, given that nobody has to install anything. Price-wise, when you're talking about using commercially, it's probably as low as it gets and they also have a flexible pay as you go plan. I've found it to be the perfect solution to support my customers remotely, and would definitely recommend it

David Dean said...

CrossLoop is a great concept, but it suffers from a poor interface and the limitations of using VNC-based software.

It will be interesting to see what they do with the $6 million in venture capital they recently acquired.

However I prefer PCMagical.com who have combined LogMeIn Rescue (considered the industry leader in remote support) with PayPal for payments.

http://pcmagical.com/newengineer/

It's similar to CrossLoop in the sense that you can charge customers for fixing their computers, but in my opinion its far simpler and quicker.

- Dean

David Dean said...

CrossLoop is a great concept, but it suffers from a poor interface and the limitations of using VNC-based software.

It will be interesting to see what they do with the $6 million in venture capital they recently acquired.

However I prefer PCMagical.com who have combined LogMeIn Rescue (considered the industry leader in remote support) with PayPal for payments.

http://pcmagical.com/newengineer/

It's similar to CrossLoop in the sense that you can charge customers for fixing their computers, but in my opinion its far simpler and quicker.