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TechSmith software takes prize for remote employee support solution

A developer of applications for easy screen capture, visual communications and video creation, TechSmith, has been named the top customer and IT support solution for remote employees for 2020 in a global awards programme.

Bryan Vaughn, managing director of the RemoteTech Breakthrough Awards 2020, sponsored by US market intelligence firm Tech Breakthrough, said judges awarded TechSmith’s software the Overall Remote Employee IT Support Solution of the Year for its ability to improve communications between distributed and helpdesk teams.

TechSmith’s flagship products, Snagit and Camtasia, help users create and share images and videos for better training, tutorials, lessons, and everyday communication.

“As teams scrambled to shift to remote work and students to remote learning this year in response to Covid-19, TechSmith was at the forefront with compelling IT and support solutions, including temporarily offering a free version of Snagit to help ease the transition,” Vaughn confirmed.

TechSmith’s tools make it easier to submit support tickets that include clear documentation, showing support teams exactly what the user sees to help them pinpoint problems.

From March to July 2020, Snagit saw paid active user growth of over 100%, with users in the month of June capturing 350,000 images and 90,000 videos, according to TechSmith.

Wendy Hamilton, CEO of TechSmith, said its Snagit software gives non-technical end users a way to quickly screenshot or screen record what is happening on their computers, aas well as an annotation and step tool for that allows IT support teams to create easy-to-follow instructions.

“These support solutions are critical for remote workers, and streamlining the IT process has a direct result — increasing the productivity and success of remote teams,” Hamilton said. “The most frustrating part of asking for IT help is communicating exactly what the problem is.”

The company’s 2020 Snagit update enables information sharing directly through Slack and other remote communication channels.

Snagit 2021, available for PC or Mac, was unveiled in October with improvements aimed at faster communications through screenshots, screencasts, image editing and other visual content creation.

“Snagit’s templates feature, introduced with the last version, allows users to easily combine screenshots into step-by-step instructions and guides,” according to TechSmith’s announcement.

“Templates can now be adapted to the user’s needs for a more customised outcome, including reordering individual steps more easily. Colour schemes have also been significantly redesigned.”

Simplified user interface (SUI) graphics are increasingly used in marketing and technical communication. In Snagit 2021, the algorithm of this function has been refined, UI elements are better recognised and uniformly simplified, the company said.

Users who prefer to simplify their screenshots manually can use Move Mode to clean up simplified images and implement user-defined colour palettes, according to TechSmith.

“We have implemented the most common workflow requests from customers. These include more personal freedom within templates, an improved SUI workflow, and an overall increase in Snagit‘s speed and stability,” Hamilton said.

Tech Breakthrough, formed in 2014, runs awards programmes for sectors including the Internet of Things (IoT), artificial intelligence, cybersecurity, mobile and wireless, education technology, fintech, health and medical technology, automotive and transportation technology and data technology.

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