Helping the Help Desk: Screen-Recording Software Makes Support Jobs
By Carla Wardin
As a help desk professional, you're undoubtedly interested in a way to
enhance your site's FAQ or tutorial information, produce on-the-spot
solutions and decrease expenses. Sound like an unattainable goal? It's not.
Welcome to screen recording tools. With screen recording tools, you can
quickly and easily demonstrate how easy it is to use your software and
With screen recording tools, you can record videos of on-screen activity
from any application. It's simple to record a screen, window, or region.
If desired, you can add explanatory text, drawings and cursor highlights.
To further assist the learning process, you can narrate the video. You can
edit the video and deliver it in all popular multimedia formats - burn it
on a CD, place it on a Web site, or save it to a file. Just imagine how
you can assist your customers with your illustrative, advisory videos...
Enhancing your company's FAQ
"I looked on your site, but I couldn't figure out the answer."
Have you heard this on a support call? Minimize the number of those calls
by making your FAQ page as informative as you always wanted it to be. If
you have a quick video that explains how to perform a feature's function,
it works so much better than trying to explain it with only text. And since
screen recording tools are so easy to learn and use, it'll only take you a
few minutes to create a video that will save your customers hours.
Creating your own video library
"Hmm. I guess I still don't understand. Could you explain it to me again?"
When you can rapidly explain the features and functions of your software
and Web site with screen recording, full-motion onscreen videos, you won't
have to repeatedly explain. Instead, you can direct your customers to your
Web site library. Collect any videos the help desk creates and make them
available to ensure greater customer understanding and satisfaction.
Organize them and direct your customers to that area of the site - they
can make the visit before the call, or they can return to a video as many
times as they need to see it.
Producing on-the-spot solutions
"Now... what's the next step I take, again?"
All help desk professionals look for a better way to communicate with
customers. With screen capture tools you can create a video and immediately
e-mail it to them. This way, you can address their specific problem on a
level they'll understand. You won't need to repeat yourself. And - you
guessed it - the solution video can also go straight into the video
library for later reference!
"Isn't there a quicker, cheaper way you could help me understand?"
Interested in decreasing expenses? With screen recording tools, support
professionals dramatically lower call times and call center costs by
sharing compelling how-to videos. As an added bonus, some software such
as TechSmith's Camtasia combine the power of world-class applications
for real-time creation and can deliver the video in all popular formats,
like AVI, RM, MOV and WMV. That way, you can record what you need and
share it with anyone, anywhere.
Helpful real life examples
"Oh - now I see how you do it!"
For example, Al Ackermann of Chevron-Texaco turned to screen recording
tools because he "need[ed] an inexpensive and easy-to-use tool to
develop tasks related training demos accessible from the company
intranet." As a result, Mr. Ackerman said, "We got high praise from our
end users. It was very effective for rolling out changes during software
Likewise, Masaaki Yoshida of Bentley Systems Japan uses screen recording
tools to help customers understand their CAD software, which is called
Microstation. Mr. Yoshida said, "When I answer customers' questions,
sometimes they cannot understand the answers, so I record my operation
of Microstation as an AVI file and send it to the customer." Mr.
Yoshida also uses screen recording tools internally by sending AVIs to
Bentley headquarters when he personally has questions about the program.
Screen recording tools for help desk use aids people in various businesses.
At the University of Oklahoma, the Information Technology department
needed to get information out to a large audience about several
University-wide initiatives. Denise Davis explained, "Since there is no
way we could possibly handle one-on-one or instructor-led training, we
thought screen recordings would be a way to reach the most number of
people. We have produced several AVIs and are pleased with the product."
And finally, Manager of Training Operations Carol Gomez at Nestle uses
screen recording software to "create system (SAP) simulations for training
purposes." She likes it because she can create comparatively small file
sizes, and the files do not require a proprietary player.
When you enter the world of screen recording tools, you'll be impressed at
the value and effectiveness of the videos. Your support staff is the
best - why not support them with the optimum tools? Explore screen
recording tools today - and don't be surprised when you start answering
every customer with, "I have just the video for you!"
Carla Wardin is a Technical Marketing Writer at TechSmith, Inc., and
currently lives in Cary, NC. To learn more, visit