SimDeskThe hardest part of supporting a non-technical user is usually the first 90 seconds — getting connected at all. The person is often stressed, unsure what they’re looking at, and wary of letting a stranger onto their computer. Here’s how to make that painless.
1. Reduce the setup to almost nothing
Every step you ask a nervous user to perform is a chance for the call to stall. The gold standard is: they open one app and read you a code. No account creation, no login, no downloading a driver, no “right-click and run as administrator.” If your tool needs the customer to install and configure software, you’ve already lost minutes and goodwill. SimDesk attended sessions need only a six-digit code the user reads from their screen — nothing to install or log in to.
2. Use plain, literal language
Drop the jargon. “Browser,” “dialog,” and “taskbar” aren’t universal. Say what they’ll physically see: “There’ll be six big numbers in the middle of your screen — can you read them to me?” Describe the location and the colour, not the technical name.
3. Ask for consent out loud
Tell them exactly what’s about to happen before it does: “You’ll see a message asking if it’s okay for me to see your screen — please click Yes, and you can end it any time.” Consent that the user grants on their own screen is both good practice and reassuring. It puts them in control.
4. Narrate what you’re doing
Once you’re in, say what you’re doing as you do it: “I’m opening your settings now… I’m going to change one thing here.” Silence while their mouse moves on its own is unsettling. A running commentary keeps them calm and, as a bonus, teaches them a little.
5. Keep a record
Record the session (with the user’s knowledge) so you have a trail of what changed, and so a colleague can pick up later without the customer re-explaining. Recorded sessions are also how new support staff learn to handle nervous users well.
6. End cleanly
When you disconnect, confirm it out loud: “I’ve disconnected now — I can’t see your screen any more.” With attended tools nothing stays installed, which is worth saying: “Nothing’s left on your computer from this.” The user hangs up reassured rather than wondering if you can still get back in.
The whole game is the first 90 seconds. Make connecting a single code the user reads out, and everything after it goes better.
SimDesk was built for exactly this — attended support a non-technical user can start in seconds, with consent, recording and no install. If that’s the kind of support you give, it’s worth a look.