|
|
|
 |
 |
 |
|
|
|
|
 |
 |
 |
When a
customer needs technical
support, for any tool to operate
a client (software footprint at
the target PC) needs to be
installed. Typically with Remote
Control software packages this
is installed in advance.
For ISPs, ASPs, MSPs and
Solution providers this is often
not viable and as such, a
technology is needed that allows
support to be provided "on
Demand" to those users who need
assistance.
NetSupport 24-7 provides a
dynamic, secure and powerful
on-demand support solution
designed specifically for this
type of scenario.
When a Customer needs
assistance, they simply click on
the provided link on the
Vendor's website, and instantly
they can begin a live Chat with
a Help Desk operator. Within
this session the Operator can
also push pre-defined "canned"
messages as well as launch
supporting pages on the End
Users PC. |
|
|
If the
Operator is unable to resolve
the users problems, he can
launch a dynamic client on their
PC.
This dynamic client is extremely
small and makes absolutely "no"
changes to their system
configuration. Most importantly
it only exists for the duration
of the support request.
Once active, the Operator is now
able to call on a powerful range
of tools to aid in problem
resolution. These include full
Remote Screen Control, File
Transfer, Clipboard transfer, on
demand Hardware and Software
Inventory as well as the ability
to both monitor and if needed
interact with active Processes
and services on the remote
system.
Once the issue is resolved, the
operator can disconnect, the
user's PC is left without any
legacy software, and a full
summary of the chat history is
recorded for future reference. |
 |
NetSupport 24-7 is extremely
flexible and is designed to meet
a number of different
interactive scenarios, as such
many of the features provided
are customisable, including the
ability to interact with a
customer in their local language
.
When adding new Operators to
your 24-7 company account, you
can identify which languages
your operator is able to
communicate in. When that
Operator is subsequently active
within NetSupport 24-7 those
identifed languages are then
listed as available at the point
a new customer requests a chat
from the NetSupport 24-7 chat
button.
Some applications allow you to
simply select a language
version, such as English or
French and this is presented to
all potential visitors.
NetSupport 24-7 is far more
flexible allowing any number of
languages to be supported at the
same time and presented
to different customers.
NetSupport 24-7 is the only
solution that provides a
genuinely flexible multi-lingual
customer experience.
The benefit of this approach is
that the language support you
advertise on your customer
support pages always reflects
the combined "lingual" abilities
of your active
operators at any given time and
avoids a language being selected
by a customer when a suitable
operator is not currently
available. |
| |
Clearly you
don't want a customer presented
with the option to speak to your
support team in French, if the
only French speaking technician
in your organisation has just
signed out for a coffee break.
The entire
customer experience, from
requesting a chat session to
ending a chat and leaving
feedback is fully localised.
To allow support for more than 30
languages
, localisation within
NetSupport 24-7 is limited to
the customer facing views, and
does not include the operator
console. |
| |
| |
|
|
 |
|
 |
|
|
 |
|
|
|
|
|
|
|
