Remote Support: Are You Non-Geek Enough to Try It?

A few weeks ago I wrote about HiWired, a remote support and backup solution. With HiWired, you can call up an expert via phone or online chat. The expert will diagnose and tune up your PC by taking control of it from their end. In theory, you sit back and relax as your computer gets fixed by competent hands. Some of you wrote to me to balk at the idea of abdicating your role as your own CIO by letting a phone stranger take control of your machine. Others thought it was an idea whose time has come.

I'm predicting that this year we're all going to become increasingly comfortable with the idea of handing our PC problems over to someone else. Just this week I looked at two more: Support.com and iYogi.

Support.com offers remote technical support, but unlike HiWired, it uses homegrown proprietary, patented tools that it first developed to support Fortune 100 businesses. iYogi's unique proposition is that its experts are all based in India. The company hopes to cherrypick the best and brightest support technicians in India and train them to service worldwide needs. (No support jokes, please.)

Both can be used either as a onetime call when you're desperate or on retainer for annual service. They'll troubleshoot problems but also dole out applications advice. Imagine being able to get on the phone and ask questions like "how do I do a mail merge?" or "how do I create a PDF file?" Each installs a remote application on your PC so that they can take control, just as if they were sitting next to you.

Like your favorite garage, they'll also offer quick tuneups, too. Both companies claim that you won't be put on eternal hold when you call and that your problems will be resolved quickly and accurately.

About as far from India as you can get, Support.com's experts are based near Syracuse, NY. The service is called Instant Relief, and, unlike some other remote help companies, they're willing to deal with the thorny issues of supporting MP3 players, smartphones, and other peripherals. They'll support Vista as well as Windows XP. Services start at $10 and go to $100.

Whether iYogi can overcome the stereotypical response to outsourced support remains to be seen, but iYogi's co-founder, Vishal Dhar, reports a 93 percent customer satisfaction rating. It relies on a large issues database that it's compiled, called iMantra. A year's subscription costs $90, a per incident service is $25, and a quick fix is $10. iYogi offers less support for peripherals but will help you with quite a number of applications. Here's the complete list.

Let us know if you've had experience with any of these companies or any others. They could be the ultimate ghostbusters, PC style.