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Chat and Message
- Conduct an Instant real-time chat session with
an End User by them simply clicking on the
"click for support" button on your website. A
selection of designs are provided for you to
choose from and NetSupport 24-7 creates the code
ready for you to update your own web pages.
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Chat History
-All chat sessions are recorded by NetSupport
24-7, the History is then available to an
Operator if a subsequent request for assistance
is raised, and in addition the end user can
request a transcript of the conversation and
resolution provided which will automatically be
sent to their email address.
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Chat Groups
- Customers can
identify the nature of their chat request by
selecting a pre-defined Question Type or Target
such as "sales, support or admin".
The inbound chat request is then directed to
operators that are mmebrs of the group Sales,
support and so on.
Any number of Groups can be defined to suit your
business requirement.
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Exit Survey
-Once your chat and support session is ended,
the customer is automatically prompted to rate
their experience of the support call and leave
valuable feedback. This simple feature provides
additional information to your helpdesk team to
allow them to maximise positive customer
experiences. This can be disabled if not
required.
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Chat Status
- Once your chat button is published on your
website, its status will change depending on
Operator availability. Out of working hours, the
chat button will turn grey to indicate no
operators are currently available, and if
clicked, the user will be advised accordingly
and presented with a "leave details" form.
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Push Pages
- The Operator can launch web pages and links
directly on the end Users desktop. Commonly used
pages can be stored and made available for all
Operators for future "one click" use.
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Canned Responses
- Pre-defined
responses and scripts can be created to ease
operator response and provide "one click"
solutions. |
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Full, High Speed PC Remote
Control -
Watch, Share or Control the screen, keyboard and
mouse of a workstation irrespective of colour
resolution or Windows operating system version. Use
the Audio functions on multimedia capable PCs to
talk to your users over the same connection. |
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Annotate the Screen-
While performing Remote Control on the customers PC,
you may want to draw their attention to certain
items or settings. NetSupport 24-7 provides a range
of annotation tools that allow you to draw on their
screen, highlight text and much more. |
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Real Time
Hardware and Software Inventory reporting of End
User PC. - Obtain a real-time view of the
hardware and software installed on the target
workstation at the click of a button, without ever
needing to leave the NetSupport Control program to
gather this information. In addition, NetSupport
24-7 collects over 50 items of information,
specifically about the hardware or environment of
the End User's PC, where you can obtain details of
applications in memory, installed hot-fixes,
processes running and installed services. |
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Real Time View
(and Control) of applications, Processes and
Services running on a User PC. - As well as
real-time reporting, NetSupport also provides the
tools, security permitting, to allow you to remotely
stop and start services, end applications and much
more. |
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File Transfer
- the fastest and most feature rich solution.
Transfer and manipulate files between workstations
using intuitive "drag & drop" technology.
Synchronise directories on two workstations or edit
files and attributes directly. NetSupport 24-7
utilises intelligent "Delta File Transfer" to reduce
data transfer times when overwriting files that
already exist. NetSupport now checks blocks of data
and only transfers changed data within the file
being transferred. The performance benefits are most
noticeable on a slow link. |
See How our File Transfer performance
compares.
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Remote Clipboard
- Copy and Paste data between the Operator and the
End User PC.
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Interactive
WhiteBoard - To both aid training and the
effectiveness of support, a Whiteboard feature is
now available from within a chat / multi-chat
session. The Operator is able to use a range of
screen highlighting tools to visually support their
text chat with invited users. |
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Remote
Registry Editor
(NEW) -
now you can connect to a remote PC and both review
and edit its registry settings without needing to
remote control and navigate its screen. |
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Remote Command Prompt (NEW)
-
connect to a customers PC and open a Remote Command
prompt on the Operators PC. This allows you to view
directory structures and perform low level functions
without the need to remote control the end users PC. |
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Configurable Operator rights (NEW)
-
For all defined Operators in NetSupport 24-7 you
can control which features are available for
use with each account. |
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Automatic Customer identifier (NEW)
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For all new chat sessions, NetSupport 24-7 will
identify the location of the customer, presenting
either Country or City information, and if
available, the name of the company the address is
registered to. |
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Automatic Proxy support (NEW)
-
For all new chat sessions, NetSupport 24-7 will
check if a proxy is utilised and automatically
configure the chat session so that remote support is
available. Proxy support is included in both the
Operator and Customer components. |
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Launch
Applications remotely on the Target PC -
NetSupport 24-7 includes a Launch Application
feature that allows you to remotely start
applications on a remote PC, start installer
routines and much more. This feature combined with
File transfer provides a quick and effective means
of providing remote updates. |
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