How does remote support work? NTRsupport is a completely web-based remote support applicaton. Without installing software, your operators and customers will access a comprehensive set of support and communication tools designed to quickly diagnose and resolve problems.
Provide FAQs, feature explanations, how-to tips and more through a highly customized website.
Quickly edit FirstHelp information to keep it current and ensure that customers are able to get quick answers to simple questions.
Direct customers to FirstHelp to provide fast answers and reduce your support call queue.
Provide three avenues of remote support: Web based Live Chat for on-demand support, scheduled session assignment via emailed code, and Installable Remote Controls (IRCs) for servicing unattended servers and machines.
Assist all of your customers, regardless of the platform, device or type of connection they use, with NTRsupport.
Route customers to the operator who speaks their language or is proficient in their problem area.
Remote desktop features: Use remote control options to take complete remote control of the customer device or share desktops, while limiting operator access to customer applications.
Collect diagnostic information with the click of a button; a real convenience since customers rarely know the OS version, service pack, free memory, hard drive space, or other details of their system.
Watch customers demonstrate a problem or question.
Send fixes immediately; files (updates, patches, etc.) are easily sent to customer machines.
Reboot and reconnect to install updates, fixes, and patches - even on unattended machines.
Use drawing tools along with video and VoIP capabilities to effectively explain problem resolution or provide training.
Integrate NTRsupport with your help desk or CRM to identify support or customer trends.
Report on operator activity to find areas of proficiency or weakness.
Use incident logs and recorded sessions to build or improve FAQs, knowledgebases and online help systems.
Use NTRsupport HelpDesk data to bill customers for remote support or remind customers of the support they’ve enjoyed.
As a web-based application, NTRsupport offers the highest standards in remote support without installing software.
