Microsoft has long since been the front runner in providing efficient computing and productivity applications. We’ve seen their once commanding market share of Internet Explorer topple to the likes of Mozilla Firefox and Google Chrome, but they steadfastly rose when Windows 7 exploded onto the scene and quickly surpassed the number of users for all Mac OS X operating systems combined. I’m sure those statistics sent Apple’s PR associates into a frenzied overkill.

Microsoft’s latest beta offering is an automated computer repair utility aptly named ‘Microsoft Fix-it Center.’ The download proposes to ‘fix’ the most common ailments with computers running Windows operating systems. Because of the ease and feasibility of an auto-repair feature, your customers may become beta testers and have questions that your technical support team can answer. Of course Microsoft has a solution center and support representatives anticipating problems that may surface, but your customers may feel more comfortable speaking with familiar voices and support that has a proven track record.

Fix-it Center Download

Beta testers for the product will need to have an active Internet connection and at least one of the following operating systems:

• Windows XP SP3

• Windows XP Pro (64-bit) SP2

• Windows Vista

• Windows 7

• Windows Server 2003 SP2

• Windows Server 2008

• Windows Server 2008 R2

Microsoft also suggests signing into the Fix-it Center for a more personalized and ease of management experience, but this is not a requirement. I opted to not do this as I was only testing on one computer. I downloaded the software onto a Windows Vista platform and did not encounter any relevant issues. The prompts to install the software were user-friendly and characteristic of many other Microsoft wizard installs. Most of your customers should have some familiarity with the screen displays as well as the ‘click Next’ approach to installing the client. They may need to be provided with browser specifics as to the location or directory that the download will be saved.

Available Features

The Fix-it Center is pretty comprehensive for an automated utility, but many of the repair features were expected as Microsoft has an extensive ‘repair’ library. There are customizable settings available that allow a user to maintain control of the computer thus specifying whether the Fix-it Center will automatically repair detected problems or allow the user to be notified of detected problems and then opt to fix them. Common problems that are detected are loss of Internet connectivity, the repair function for a network adapter, anti-virus software conflicts, and firewalls being disabled. A novice user may opt to allow the software to fix any problems that it detects, but I was somewhat skeptical of this feature because not all issues detected in my opinion, are in fact ‘problems.’ Just as a measure of testing, I disabled my network card and was immediately notified by the software that a problem had surfaced. I think this method of notification is ideal; however, others may benefit from seeing the software immediately spring into action.

Problems Resolved

Although the Fix-it Center utility may not resolve every issue available on a computer, it’s an ample start to at least detecting some of the most common problems. Beta testing is not without difficulties, and not all beta testers will have a trouble-free experience as I did. I will be periodically checking the support forum as other beta testers are documenting their experiences and problems that are encountered with the software. You may also have your technical support team reference the forum to be informed of redundant issues and understand the avenue in which the problems need to be approached. There will be issues that are simply not resolvable, and customers may need to be referred to Microsoft for further explanations and resolutions.

Although this is a beta product, if there is a noticeable increase in customer interest and usage, this can only lead to a potential product offering that may greatly benefit your diverse customer base. Microsoft is constantly churning out software, and I can’t wait to see what’s next. My anticipation has peaked on the launch of Windows Mobile 7. Will this application be an extension of the Windows 7 success with competition from iOS and Android?

]]> http://blog.zcorum.com/2010/09/microsoft-fix-it-center-online/feed/ 0 http://blog.zcorum.com/2010/09/microsoft-fix-it-center-online/ http://feedproxy.google.com/~r/ZCorum/~3/v0zaM3uV9IA/ http://blog.zcorum.com/2010/09/everybody-wants-to-rule-the-video-world/#comments Thu, 02 Sep 2010 20:28:57 +0000 Rick Yuzzi http://blog.zcorum.com/?p=2011 It’s been an interesting week in the world of broadband TV.  The twittersphere was all a buzz yesterday as Steve Jobs announced the latest Apple product improvements, the highlight of which was a revamped Internet TV product.  The new Apple TV, due out later this month, centers around a sleek little device that plugs into the TV and supports an Ethernet or WiFi connection.  At $99, that four-inch-square box comes in at a quarter of the size and a third of the price of the original Apple TV.

In addition to free Internet video from sites like YouTube, you’ll also be able to rent videos from the Apple iTunes store, movies from Netflix and TV episodes from ABC and Fox.  Movies are $4.99 and individual TV episodes are $0.99. There is no on-board storage on the new Apple TV. All content is streamed from either the Internet, or from devices connected to the home network. In fact, an upcoming feature called AirPlay will allow a user to stream video, audio or photos from their iPhone, iPod Touch or iPad to their TV with the touch of a button.

To keep pace, Amazon announced the same day that they will be offering $0.99 TV episodes from ABC and Fox, and in that area they can tout a few advantages over Apple. In Amazon’s case, $0.99 gets you an actual purchase of the episode, not just a rental. Also, their streaming service will work with any TV or device that is compatible with Amazon Video on demand, including TiVo and Roku. Speaking of Roku, in a preemptive strike on the hardware side, they cut the price of their HD streaming box to $69.

You can expect more excitement to come as this space starts to get crowded. Next up will be the actual release of the already announced Google TV, which pits Apple and Google against each other in yet another market niche.  Wouldn’t you like to have been a fly on the wall in the boardroom at Google headquarters yesterday?

If you do it well, your customers love the convenience and the discounts that come from getting their Internet and phone (and possibly TV and cell phone) services from one reliable provider.

If you do it poorly, your customers will constantly call your tech support line, they’ll tell their friends about your less-than-stellar VoIP product, and they may even cancel their service(s).

You know you need a comprehensive set of services, including VoIP, to remain competitive. How can you give your VoIP customers the best experience possible?

The most important thing you can do is to ensure that your network is ready and has the capacity for quality VoIP service. Once that’s done, the second most important thing you can do is monitor and troubleshoot your VoIP service with an analytic and diagnostic tool such as TruVizion.

Watch the Dashboard
TruVizion offers a VoIP dashboard that gives network administrators and customer service representatives a clear view of critical VoIP service elements, such as:

• MTA, line and battery status
• RF Levels
• Call history with quality measures

Drill-in for Detail
The RF Levels panel is the first key to assessing VoIP service quality. Drill-in to monitor upstream transmit power, upstream receive power, downstream receive power, downstream SNR and upstream SNR over the last few minutes or over any period in the last 90 days.

The Call History panel will also help you monitor the quality of your VoIP service. Drill-in to view recent calls and associated MOS scores and RF levels during calls. MOS scores, or  Mean Opinion Scores, are a numeric measure of the sound quality at the receiving end of the communication circuit. TruVizion presents Conversational Quality (CQ) and Listening Quality (LQ) MOS scores, along with information about delay, packet loss and packets intentionally discarded. These results are color-coded in green, yellow and red to help you identify sub-optimal calls quickly.

Tools for Troubleshooting
TruVizion also offers a toolset for troubleshooting VoIP services, right on the VoIP Dashboard. You can run loop diagnostics to reveal in-home wiring problems or find off-hook phones that are interrupting service. You can also ping and reset the device from the Tools panel.

For more information on the ways TruVizion can help you better manage your VoIP service and provide a better experience for your customers, please contact us for a free, web-based demonstration.

While Lady Gaga’s dining habits might be interesting, Twitter is actually an excellent tool for taking your customer service to the next level.  Twitter provides a new channel for customers to contact you, plus  you can keep track of what your customers are saying about your service and interact with them publicly.

Whoa there….

Okay, let me anticipate some objections. You may be thinking: “Wait a minute… I don’t want another way for customers to contact me. Even adding email was too much.” Don’t be afraid. Communicating with your customers via Twitter is not hard. It does take a commitment of some time and resources, but there can be a big pay off.

I hear another objection: “I don’t want a Twitter presence. Someone might mention our Twitter account and say something bad about my company.”  Here’s some news. People can and will say bad things about you on Twitter whether or not you decide to participate. The best thing you can do is become active on Twitter so you can listen for comments and be better prepared if someone does say something negative about your company. You will then be in a position to respond quickly and appropriately, and if you already have satisfied customers who follow you on Twitter, they may even come to your defense.

Turning lemons into lemonade

There are many examples of companies who have used Twitter effectively for customer service, and who have turned around negative comments into a very positive situation. The most well-known example is the account @comcastcares, which was started by a guy named Frank Eliason. Frank was hired as Director of Digital Care at Comcast, and he had the idea of using Twitter to reach out to customers. He began monitoring Twitter for people who were talking about Comcast, and then offered to help those who had problems, including providing assistance in getting around some of the hurdles in dealing with their other customer services channels. I first heard about Frank when blogger Michael Hyatt (@MichaelHyatt) told the story of how he had complained about Comcast on Twitter, and was surprised to receive a tweet from Frank offering help. Frank promptly got his problem corrected, and in this case a few negative tweets turned into a very positive blog post about Comcast and their extra-mile customer service on Twitter. Frank (@FrankEliason) has recently moved on, but @comcastcares is still going strong due to the support channel and team he took the time to build.

Another recent example I heard was on a talk-radio show here in Atlanta. The host happened to send a negative tweet about an annoying banner ad from a local tire company. The ad was at the top of a Web site that he frequents. He complained on Twitter that the ad constantly expanded when rolled over and did not shrink back down for several seconds. He later received a letter from the president of the company apologizing for the ad, and explaining how it had been changed due to his feedback. The radio host read the letter on the air, and ended by saying he will definitely be getting his next set of tires at that retailer.

You probably won’t have this type of experience on Twitter, but you can still build your reputation one customer at a time. Plus, if you promote your Twitter account and attract followers, you are developing a new way to have a closer relationship with your customers and prospects. This will build brand loyalty and customer satisfaction, making it less likely that your customers will leave your service when presented with a competitive offer. This is especially effective with local providers who are up against a regional or national competitor.

Where do you go from here? I recommend setting up a Twitter account for general company communication, and a second account specifically for handling customer service requests (a la  comcastcares). If you’re not sure where to begin, I wrote a previous post about getting your feet wet with Twitter. That’s a good place to start, and I included some links to other Twitter resources for beginners at the end of that article.

What about you? Do you use Twitter for company communication or support?  Let me know how it’s working for you.

I tend to think that I’m a more technically savvy user and would often chuckle to myself reading promises of massive amounts of money waiting to be claimed and transferred to my bank account. I’m pretty sure I don’t have a great aunt Wilma who lived in London and wished for me to have all of her money on her death bed. While these types of email scams can be pretty obvious, scammers are developing more sophisticated means of being able to succeed at identify theft, wire fraud, and things of the like. Because the scams are continuously evolving, preparing your customers on what to look for and ways to protect themselves can ease the reluctance to enjoy their online experiences.

Scams Have Evolved

Email scams have long evolved from the Viagra ads which we’ve all grown accustomed to bashfully deleting. I never quite understood why the scammers would target women for these ads, but nonetheless, they still trickle through every now and again. The most recent scams have their eyes on the prize and are looking to cash in on your assets and steal your identity. These scams often capitalize on current events to make the scams seem legitimate or offer some type of unrealistic claim in exchange for money or a service. Many work-at-home and check overpayment scams resort to sending checks that clear your bank and post to your account to only later be detected as fraudulent. Afterwards, your banking information can be compromised because you’ve willingly provided it, or you may be responsible for return of the funds that were contained in the bogus check. OnGuard Online offers a list of the top 10 email scams that you may provide to your customers as a reference for the most common scams.

How to Protect Yourself

One of the first measures that your customers can take is to not respond to or access any links or attachments contained in emails of which they are unaware of the sender. Gut feelings are often correct, so if there is any suspicion, then it’s best to not act on the email. Responding to or acting on the email will confirm with the source of the scam that your email account is active and that will bring on further unwanted messages. Personal information is exactly that, and any requests should come from a reputable source that is familiar to your customers. Most legitimate sources, however, will not request sensitive information via email. If the email does appear to be from a reputable business or organization, you may provide your customers with websites or phone numbers that can be contacted to determine the validity of the emails.

It’s a much added convenience when your customers feel safe and are able to benefit from the perks of using email. Keeping them informed on email scams and the potential dangers will eliminate the possibility of fraud and the devastating effects of the scams. Information on email scams has been provided below that your customers may further reference.

References

24Hoursupport.com: Email Phishing, Internet/Email Hoaxes

Microsoft: Microsoft Online Safety

OnGuard Online: OnGuard Online Email Scams

]]> http://blog.zcorum.com/2010/08/email-scams-not-a-thing-of-the-past/feed/ 0 http://blog.zcorum.com/2010/08/email-scams-not-a-thing-of-the-past/ http://feedproxy.google.com/~r/ZCorum/~3/RXxvMcqRuP8/ http://blog.zcorum.com/2010/08/truvizion-takes-off-to-ccsa-2010-conference/#comments Fri, 20 Aug 2010 14:39:07 +0000 Paula Glover http://blog.zcorum.com/?p=1958 Join ZCorum at Niagara-on-the-Lake, Ontario next month for the Canadian Cable Systems Alliance (CCSA) Conference and Annual Meeting.

Registration begins at noon on Sunday, September 26 at the White Oaks Conference Resort & Spa. The Conference will include a President’s Reception, seminar session and guest speakers, a trade show, and a Gala Dinner with entertainment.

See TruVizion in Action at CCSA’s Click 2010 Trade Show
The Click 2010 Trade Show will open on Monday, September 27 and Arthur Skinner, ZCorum’s Vice President of Sales and Business Development, will be demonstrating our TruVizion diagnostics and analytics software for cable modem networks.

TruVizion helps cable broadband providers troubleshoot individual and systemic network problems with both Internet and VoIP service, reduce truck rolls and talk time, as well as plan targeted network improvements. If you’d like to learn how TruVizion can help you better manage your network and serve your customers, contact us to schedule an demonstration in advance.

Not Registered Yet?
Use the handy to-do list below to register for the Conference and Trade Show, book your hotel, score a discounted flight and plan your trip:

• Register for the Connect 2010 Conference and Click 2010 Trade Show online at ccsa.cable.ca. You can also register for a tour of Niagara Falls or for a round of golf at Legends on the Niagara on Tuesday, September 28.
• Early bird room rates are available when you book online at White Oaks Conference Resort & Spa before September 1 using the discount code “cable”.
• WestJet is offering a 10% discount on flights arriving at Pearson International Airport and Hamilton International Airport for up to 3 days before and after the show. Use group discount code #CC6537.
• Contact us for a personalized TruVizion demonstration.

See you next month at the CCSA Conference!

I tend to think that most issues are black and white. I believe in objective truth. In other words, on most questions, one side is going to be right and one is wrong. Even when an issue is not that clear-cut, I believe there is usually some common ground and understanding that can be found. What often hinders this is the fringe element. There are those on each side that will overstate their argument. They will throw up straw men and red herrings to divert attention. This pollutes the dialogue, and even those who want to come to some agreement can’t see the good points on the other side because of noisy, fallacious rhetoric from the fringe. They’re blinded from seeing the big picture, just like the men trying to come to agreement on what the elephant is.

On the Net Neutrality issue, I’ve seen something like this. Those on one fringe say that if Net Neutrality is not codified, the evil telephone and cable companies will limit or block competitive traffic, charge for access to certain content, and then line their pockets with the ill-gotten gains. Some claim this activity is already rampant. The other side says that any regulation of the Internet will cause investment in new technologies and broadband growth to grind to a halt.

In the 1800s Charles Spurgeon said that a lie will go round the world while truth is pulling its boots on. That was never more true than it is today. Google and Verizon tried to find common ground on Net Neutrality. Misrepresentations of their efforts were published in the New York Times, and they were excoriated before they ever had a chance to present their actual ideas. They should be applauded for trying, but instead were vilified as being self-serving co-conspirators. Several groups even protested at Google headquarters.

When you look at Net Neutrality objectively, and filter out the noise, there are good points on both sides. I’m not saying it’s a gray issue. It’s true that service providers need the ability to manage their networks and charge for excess usage if they are going to provide an acceptable level of service for all customers—and not lose money in the process. The FCC’s own report confirmed that the top 10% of subscribers use 70% of the bandwidth. It’s also true that companies will misbehave from time to time, and there needs to be a consequence when they do. But, existing regulations and market forces have tended to take care of that.

There is not an issue with the openness of the Internet today, so what’s the rush. Rather than trying to force-fit Internet into an outdated regulatory framework that was not designed for today’s broadband world, lets all take a breath, and take the time to come up with meaningful regulations that will protect both the broadband consumer and the companies that provide them service.

The family reunion trip to Sea World was an awesome experience. Seeing ‘Shamu,’ although not the original, was a bit frightening considering the widely televised trainer attacks but exciting nonetheless. Pictures were in abundance, and after what seemed like weeks, you were finally about to get them transferred to the computer and deleted from your camera’s memory card. You marveled at your meticulously named folders and couldn’t wait to share them with everyone.

Days go by, and after a long day at work, you decide you want to catch up on the latest Oprah health tips, and the ‘blue screen of death’ suddenly surfaces. You have a whack session with the computer and endlessly reboot it, but nothing happens. You’ve lost everything…pictures, documents, music, videos…everything. This scenario probably happens on many occasions, and your technical support team will be in the trenches to take the frantic calls. Avoiding this mishap is an easy feat by providing your customers with information on easy external data back-up storage alternatives.

Rewrite the Disc

Many of your customers want a reliable means of being able to store data that is not too complex and is something familiar to them. Almost everyone has at some point ‘burned’ a file to a CD or DVD, so using discs continues to be one of the ‘tried and true’ back-up storage methods. Computers generally have media or productivity software available that makes placing the data onto the discs a fairly user-friendly task; however, your customers will need to understand the type of drive (CD-RW/DVD-RW) that is installed on their computer so that they can purchase the correct type of discs. A few clicks and listening to the disc drive grind, and all of the content is saved. Having the discs on hand can fill up space in that new media library in a home office, so the discs are serving a dual purpose!

Driving Flashy

USB flash drives come in various sizes, shapes, and storage capacities and are compatible with most computers. There are even flash drives covered in rhinestones, which I couldn’t believe until I saw them with my own eyes! Many flash drives are ‘plug and play’ and are arguably one of the simplest forms of back-up storage in terms of feasibility. Data can be deleted and re-written many times over making them cost effective and ‘recyclable.’ While many flash drives are small and can be easily lost, the storage tasks that can be performed are invaluable thus making them one of the most widely used methods of back-up storage. Your customers will need to ensure that the USB flash drive is parallel with the specifications of the USB ports on their computers prior to purchasing, but this will probably not be an issue for those with newer systems.

External Hard Drives

For what I like to term ‘computer data hoarders,’ larger and more drastic measures of back-up storage are a necessity, and external hard drives can provide similar storage capacities as do the hard drives that are embedded within a computer. External hard drives typically connect to a computer via a high-speed interface cable with USB being the most common. Again, this can allow for a ‘plug and play’ environment making installation less time consuming; Adding the data…not so much. External hard drives have the portability of a USB flash drive, but stuffing one into your pocket will be something that only Criss Angel will probably be able to do. The funny thing that always comes to mind is how cool would I be pulling an external hard drive out of my purse and setting it on the counter while I scrounge for spare change at Starbucks?

Your customers will need to understand the importance of back-up storage methods to prevent the loss of data that they would like to enjoy for many years.   You may provide them with suggestions on places to buy and direct them to manufacturers’ websites if they have questions about pricing, product specifications, usage, and other user-related topics.    In the end, they should realize that not backing up their data is just like pouring money in a gas tank with a hole…useless.  References and/or additional information can be provided by leaving a comment.

]]> http://blog.zcorum.com/2010/08/dont-forget-to-back-up/feed/ 0 http://blog.zcorum.com/2010/08/dont-forget-to-back-up/ http://feedproxy.google.com/~r/ZCorum/~3/Xs8OUbw-pbY/ http://blog.zcorum.com/2010/08/three-steps-to-finding-additional-revenue/#comments Tue, 10 Aug 2010 14:00:23 +0000 Arthur Skinner http://blog.zcorum.com/?p=1906 If you’re a regular reader of The Business of Broadband, you’ve likely heard our team of bloggers talk about how ZCorum’s TruVizion software can help cable providers save money by increasing efficiency and improving customer experiences with tech support.

But did you know that you can use TruVizion to make money, not just save it?

With just three simple steps, TruVizion users can identify customers that consume large quantities of bandwidth and then tailor packages, pricing and promotions that address the needs of those customers while increasing revenues from those users. Here’s how:

Step 1: Select the port you wish to monitor from the Downstream Utilization pane

Step 1: Drill Into Downstream Utilization

The first step in locating high-usage customers is to access the CMTS Dashboard by selecting the desired CMTS from the expandable navigation pane at the left of the screen.

Click the port you wish to monitor from the Downstream Utilization pane in the middle of the Dashboard.

Step 2: Sort to view customers with the largest transfer amounts first

Step 2:  Identify High-Usage Customers

This report shows bandwidth transfer, in megabytes, for each customer on the port. You can sort by transfer in the last 15 minutes, the last 24 hours, the last 7 or 14 days, and the last 30 or 60 days.

To identify high-usage customers, you’ll mostly likely look at the last 30 days. Click to sort that column with the largest transfer amounts first. You can view the data as the raw quantity of transfer, or as a percentage of total transfer available in that customer’s service package.

Step 3: Tailor Promotions to Increase Revenue

Once you’ve identified your heavy users, you can export the report and use it for targeted promotions or other communications. Use the information you’ve gathered from TruVizion to tailor your packaging and pricing to match the needs of those customers. Offer heavy users an upgrade to a higher service tier with a short-term discount. Or, you could offer users that typically upload large files, such as business users, an extra burst of speed when network capacity is available. If your Terms of Service include usage caps, bandwidth utilization information can support your billing practices.

Even if you choose not to offer promotions based on consumption, the information gathered from TruVizion’s bandwidth utilization reports help you better understand how your customers use your service. This data can help you plan for future capacity needs and help you adjust your plans and pricing to match market conditions.

If you’d like more information on the ways TruVizion can help you save money through increased efficiencies and make money by understanding usage and delivering better customer support, click here to request a live demonstration.

What these business owners really want to know is how they can get their customers not only to understand the services, but to use them, value them and remain loyal to the service provider.

So if the ultimate goal is instilling loyalty in customers and retaining their business, how can service providers achieve that? There isn’t one quick-fix answer.

Doing the Right Things, Consistently
Achieving customer loyalty requires you to do the right things for your network and your business on a frequent and consistent basis, such as:

• Properly maintaining the network
• Tracking bandwidth consumption to respond appropriately to demand
• Maintaining friendly, courteous and helpful customer service teams
• Providing technical support in a manner convenient for customers
• Continually educating customers

(Tech) Tip Your Customers
If you’re doing the first four items on the list consistently, give yourself a pat on the back – you’re well on the way to keeping your customers happy and loyal.

Next, you’ll need to develop a customer education program. Why? Because customers that know how to get the most out of your service will find the most value in it. Those customers are less likely to be lured to a competitor.

Your program doesn’t have to be elaborate. Educating your customers doesn’t necessarily mean hosting seminars or classroom training events. There are a number of simple ways to educate your customers on how to use the services you provide:

• Include a Tech Tip on your monthly bills
• Send your customers a periodic Tech Tip email message*
• Add a how-to article to your customer newsletter (check out the June 2010 edition from Peoples Telephone Cooperative)
• Include step-by-step video tutorials for using your services on your website (check out this example from SRT Communications)

What Do Your Customers Need to Know?
Developing content for your customer education program isn’t difficult. Just ask your technical support representatives what questions they get most frequently. You can also take an inventory of the services you offer and see which ones get the least use. Perhaps if your customers knew how to use them, they would.

Here are a few ideas to get help you start brainstorming:

• How do I set up my ISP email account on my mobile phone?
• How do I modify my spam settings?
• Does my Internet account include personal web space and how do I access it?
• Can I change my password or add an email account through a control panel, rather than calling the office?
• How do I set up my wireless home network?
• Why should I be concerned about security on my home network?
• My computer’s running slow. Is it my PC or my Internet service?

Share Your Knowledge
Even if you personally don’t feel qualified to offer technical advice, there are likely several people in your organization that can help you develop educational content for your customers. Ask your technicians and support staff for guidance.

You can also drop us a line in the comments section below – we’d love to hear your questions and share in your successes with your customer education efforts.

* ZCorum Affiliates:
We now offer a pre-configured Tip of the Month email program. Participation is free and you (or your ZCorum Business Account Manager) can customize the message with your company name and contact information, and then send it to your customers via our Broadcast Email tool. For more information, log into the Exclusive Affiliate Center.