The FAMCare Blog

Software Support With Screencasts... Oh My!

Posted by Kevin Morin on May 12, 2016 9:20:00 AM


Do you love screencasts?  I do and am going to tell you why.

If a picture is worth a 1000 words, a screencast must be worth 10 times that.

In the past 20 years, I have spent a large amount of time working through software support issues with customers solving their unsolvable problems.  The communication barrier between technical people and the rest of the world is always amazing.  A technician says something, and the customer hears something else.  A customer says something, and a technician hears something else.

Almost 10 years ago, TechSmith created  The site offers a free screencast utility - a very small install for both PCs and Macs.  In under 5 minutes, you can be downloaded, installed, and recording.  In 2007 I saw an ad for it and had to check it out.  I immediately saw the massive benefit.  This was now a way to communicate messages very quickly.  The communication barrier was disappearing.  No longer did non-technical people need to be confused.  No longer did I need to get frustrated with the lack of clarity in support tickets sent my way.  

There was a problem though…  In order to use JingProject, my customers would need to download and install Jing.  After spending 30 minutes one day trying to help someone get setup (defeating the purpose behind the tool), I sought to find something better.

Screencast-o-matic swept in to save the day.  They provide a clientless Screencast recorder.  One that doesn’t need anything to be installed.  So, now I can make recordings, and customer can make recordings.  No setup necessary.  Brilliant.

What makes it even better is that the tool is designed to be integrated with other systems.  In about an hour, we were able to tie the tool in to the GVT Task Manager.  Another couple hours, we were able to make a way for our customer to make screencasts for us without being logged in to GVT Task Manager.

I challenge you…  Use and prove to yourself how a screencast is so much better than words.  The next time you are making a ticket with us, minimize your words and make a screencast.  It is faster and much easier to understand.  Feel free to click the link and do a test run.  Just skip the last step and it won’t be saved.

Topics: FAMCare Tips and Tools, Technology Speak

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