IT support technicians: booking remote help sessions online

Offer remote help as bookable sessions: a short session for one problem, such as email that won't sync or a printer that won't connect, and a longer one for setting up a new computer or a small office. Ask before the session what the problem is and which device and system it's on, say how you'll connect, and keep passwords out of the booking. Customers pick a time instead of waiting for a call back, and you work through problems in focused blocks instead of interruptions all day.

One problem fits in half an hour; a new laptop with data transfer needs more. On Book, each service has a name, a price and an optional description shown on your public page, and each slot belongs to one service, sits within one day and has its own capacity.

Durations and prices are examples: set your own, and say what happens if a problem needs more time.

The booking form takes first name, last name, email and phone, plus an optional note that reaches you in the new booking email and appears in the customer's calendar file. Ask in the description for:

The note appears in the calendar file, so tell customers never to write passwords in it. Ask them to have passwords ready on the day, or to type them in themselves during the session.

Say in the description which remote access tool you use, how the customer starts it, and that you'll call them at the session time to begin. Customers who are wary of remote access are right to be careful: explain that the session only starts when they accept it, and that they can watch and stop it at any time. Book doesn't create remote access or video links, so send the instructions by email after booking.

Remote sessions fit around visits: mornings for remote, afternoons for home or office visits, for example. Slots repeat each week on the weekdays you choose until an end date. Evening slots can suit home users who work during the day; small businesses may prefer early mornings before staff arrive.

Some customers have never used remote help. For them, a longer first session with time to install the tool together on the phone works better than a rushed one. Say in the description that you walk first-timers through the connection, and offer a phone number for those who would rather book by phone; you then book the session yourself.

Send a short summary by email: what was wrong, what you changed and anything the customer should do next. Keep your own notes per customer, so the next session starts where the last one ended.

Some problems can't be fixed remotely: a dead computer, a router that won't start, cabling. Say so in the description, and if a remote session shows a visit is needed, book it yourself from your calendar in your visit service. Rescheduling works across services, so you can also move the remote booking to a visit slot. First and last name are required, email and phone optional; enter the customer's email so they receive a confirmation with a calendar file.

For small businesses, a regular remote check each month or quarter, covering updates, backups and security, prevents problems before they stop work. Book these yourself ahead of time. Book doesn't send reminders, so dates already in the customer's calendar are what keep the routine.

Customers can't move or cancel online: they contact you, and you move the session from your bookings list and confirm it yourself, since Book doesn't email clients about changes. Book doesn't take payments, so say how sessions are paid. Your bookings sync with Google, iPhone or Mac calendars. Book costs €5/month, everything included: unlimited services and bookings, no commission, no contract.