CrossLoop is a remote desktop application and marketplace that lets you find or provide PC tech support remotely. As a computer owner with PC problems, you can use CrossLoop to get help from tech savvy friends, or find a professional freelancer on CrossLoop's marketplace. As a PC whiz, you can use CrossLoop to help friends and family, and if you want to make a few extra bucks, you can participate as a Helper in the marketplace.
I got the chance to talk to Mrinal Desai, cofounder of CrossLoop, to learn more about this unique startup.
About Mrinal Desai (CrossLoop):
Mrinal Desai is the co-founder and VP of Sales and Business Development at CrossLoop. Prior to this, he was an early employee at LinkedIn, one of the first social networking companies on the Internet. At LinkedIn, the world's largest and most effective business network, he helped grow the user base from 1.5M users to 6.5M in less than 2 years. He also speaks extensively on social media and networking at various events.
1. Please tell us a little bit about CrossLoop.
CrossLoop, funded by El Dorado Ventures and Venrock, is a startup that provides a free and award winning (Top 5 Downloads for 2007 by CNET, LAPTOP Magazine's 2008 Mobile Innovation Award Winner) desktop sharing software for computer support, training and collaboration along with a community of over 15,000 computer expert Helpers. Customers get immediate and inexpensive remote computer help from real people.
CrossLoop was recently also reviewed in The Wall Street Journal.
2. Please explain in simple terms how an online business owner can get PC help using CrossLoop.
How to get help on CrossLoop:
- Go to www.CrossLoop.com.
- In the search bar, enter keywords that describe your problem or what you need help with. Alternatively, there is also a 'Category' to find Helpers.
- The search results page is ranked on multiple factors -- first being availability/presence. Apart from that, the Helpers reputation on CrossLoop is the most significant. The reputation is reflected in the search results with more details on their profile along with reviews of the Helper from other users, their Rate Card etc. Here are more details on our search criteria.
- On the profile, one can start chatting with the Helper, if they indicate online presence or email them through our messaging system. Here is a page that also walks someone through the process.
We have a detailed and secure payment system through which we provide customers a 48-Hour Money Back guarantee. Here is how the payment process works.
3. What if I'm a PC expert? How can I use CrossLoop to support my clients or find new business? How do I get started?
If you are a PC Expert, it's free to sign up and take a few minutes to create a free profile and get listed on our Marketplace. You can sign up here to provide your services.
We provide an extensive array of free online social marketing tools that help these experts to build their brand and reputation over time.
CrossLoop is the first that enables any computer expert to measure their expertise through time spent helping someone. They 'log' hours -- very much like a pilot. What makes it very convenient is that the profiles automatically update with every session so that they can continue focusing on their profession.
Here is also an exhaustive FAQ for expert Helpers.
4. Give access to my computer to a stranger?! How do I protect myself from unscrupulous providers?
First off -- we have had no complaints about ANY of our Helpers. We have built this community at a one on one level knowing very well that we are all in the services business (ie., people business). This enables better self-selection and filtering.
From the day we launched, every part of CrossLoop is permission-based:
- The reputation through ratings and reviews collected by other customers would be one filter. Make sure you study the profile well.
- Every CrossLoop screen sharing session through the Marketplace with an expert Helper, first prompts if you want it to be in a 'View Only' mode. Customers can choose to start the relationship with 'View Only' and then over time switch to providing complete control.
- We also keep a close eye on data at our back-end to watch any unexpected behavior. We have a senior executive on board who managed 'Trust and Safety' at eBay prior to CrossLoop.
- Our software does not allow remote access. Once you disconnect from a session, there is no way for someone to get access again without your explicit permission AND presence at your computer.
5. How many people are using CrossLoop? Can you break it down in terms of number of users being helped, and number of helpers available?
CrossLoop launched with his simple and powerful desktop sharing software. We have over 2M downloads of that in about 2 years with no money spent on user acquisition. It has been primarily word-of-mouth of our users now in over 190 countries.
Currently we have over 15,000 expert Helpers in over 130 countries. Since we launched, we have had over 4M total help sessions and over 80M cummulative help minutes.