Help/Service Desk
Add Chat and Remote Control to Your Service Desk
As companies race to implement new technologies to facilitate support, they often have to choose between increasing capacity and the quality of service delivery. SupportSoft allows companies to have both. Our web-based chat solution can increase Service Desk capacity and user satisfaction. It provides for both inbound and outbound chat, and fits naturally into any high-volume Service Desk. In fact, Service Desk professionals can handle up to four customers simultaneously and is already being used by some of the biggest corporate enterprises for its scalability, reliability, and its contribution as part of a comprehensive support automation initiative.
Unexpected problems like a virus outbreak can create flood call situations, causing long end-user wait times for help. SupportSoft helps to manage these situations using real-time communications and innovative "chat back" functionality. Supervisors benefit from real-time visibility into request loads, and are immediately notified when requests approach or exceed configurable thresholds. To manage the influx, tools can display real-time messages targeted separately to Service Desk professionals and users. Support staff can easily convert phone requests to real-time chat or innovative "chat back" Web requests for which professionals can follow-up when volumes subside.
Historically, some technical problems could only be solved by hands-on diagnostics and resolution. Now, many of these problems can be solved from many miles or time zones away. SupportSoft helps prevent the need for an expensive and time-consuming desk-side visit by an IT specialist when it comes to enterprise support. SupportSoft provides feature-rich, remote control capabilities so Service Desk professionals can quickly and securely resolve user issues. SupportSoft tools support both indirect and direct connections to remote computers, allowing remote maintenance and problem resolution for triple play subscribers, local and remote employees. Corporate computers can be pre-configured with a lightweight client that allows authorized IT administrators to connect directly to computers using computer name, IP address, or browsing Active Directory. Direct connection allows Service Desk professionals to fix problems during the off-hours or in the background to minimize employee downtime and optimize IT resource utilization.
SupportSoft Chat and Remote Control solutions:
- Act to boost support professional productivity via online chat
- Avoid costly in-person interactions, such as desk side visits
- Provide ability to securely work through firewalls
