If you have ever been a user of VNC® Connect (and as you’re reading this article, chances are that you have!), at some point you have probably received one or two emails from us asking you about your experience of the product, or if you could fill in a satisfaction survey.
The reason we do these things is to get genuine feedback on what you like about our product, and what you feel could be improved or added to it on future releases. And we do listen: to show you how your feedback helps us shape VNC Connect, every year we share with you an overview of the improvements we made over the last 12 months, and the reasons why they ended up on our roadmap.
If 2018 was (almost) all about delivering major security updates and peace of mind to VNC Connect users, 2019 has been the year of improved performance.
When we say that VNC Connect is a top-performing remote access solution, we really mean it, especially after high-speed streaming was introduced earlier this year. The first major update of 2019 made remote streaming up to 4 times faster for all Professional and Enterprise users.
This means that VNC® Connect users can now experience real-time performance even when they are operating in a content-rich environment, for example when doing computer-aided design (CAD) or watching training videos remotely.
The update was very positively received, both during beta testing and after the full rollout of the release, and many users have been particularly impressed with how well VNC Connect performs in comparison to some of its competitors in terms of speed and picture quality.
Prior to its release, the ability to hear sound when connecting to a remote device had been our customer’s most requested feature. Audio was finally introduced last summer to all users with a Professional or Enterprise subscription. The introduction of Audio right after high-speed streaming means that you can not only stream videos in real-time, but you can listen to what’s happening on screen too.
We found that the audio feature used in conjunction with high-speed streaming played a big role in making the experience of using remote access truly immersive, almost as if you were sitting right in front of the device you’re connecting to.
Improvements to Support and Customer Service
Customer feedback and satisfaction surveys are not our only resources when it comes time to decide which improvements we need to prioritize on our roadmap: we have a great Customer Service and Support Team who proactively let us know what’s not working so well for our customers, and what we can do to improve their experience.
The most noticeable change has been the launch of our new Knowledgebase, with dedicated customer support portal. This means that not only can you track your open tickets in your account, but you can also make comments on articles we post. Additionally, the search function has vastly improved, making it easier than it’s ever been for our users to find the solution to your issue. We also think it looks a lot prettier now, but we may be biased on that!
This year we also we made substantial investments in the team and the tools and systems they use to better help customers, with the team having a greater input on our product roadmap, taking the valuable insights they gain from talking to customers, and putting forward ways to alleviate the issues they see often.
So, what are we going to be up to in 2020? Well, it’s going to be a busy year for us while we work on improving the software even further. Some of the changes we are going to make are not going to be visible straight away, but will certainly make a difference in the long run.
For example, we are working behind the scenes on making releases faster, so that in the future we’ll be able to reduce the waiting time required the time required to bring you the features you want. If you’re a User of VNC Connect and you're interested in hearing more about how we’re planning to achieve faster releases, keep an eye on our product improvements newsletter – don’t worry, we won’t clog your inbox, but we’ll get in touch when we have something to share we think you’ll want to know about!
And if you’re wondering what new features we have in store, you should expect to see a software update coming out in a few weeks, enabling basic multi-monitor support. In the meantime, if you want to share your experience with VNC® Connect or what features you’d like us to add in the future, you can do so here – you might see them mentioned in this same update exactly a year from now.