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First, you need to sign up for your free NTRsupport trial account. An administrator account and operator account are automatically created for you. You can log in to the administrator account to change language settings, configure general and security settings, and create additional administrator and operator accounts. When you log in to your operator account, you can start providing support to your customers using all the features of NTRsupport, including chat, remote control, and remote diagnostics.
When you have created your NTRsupport account, you need to log in as an administrator and copy the HTML integration code to a webpage on your website. The code displays a graphical button on your website that customers can click to connect to your operators.
Finally, you need to log in to NTRsupport as an operator. When a customer clicks the button on your website, a chat conversation is automatically started with the operator. You can now communicate with your customers, control their computers remotely, and send and receive files.
Customers can typically start a chat conversation by clicking a graphical button on your website that opens a small chat window.
If an operator has assigned a session code to a customer, the customer can use the code to start a chat conversation with the operator. The operator can configure the code so that it is valid for a specific date and time.
If you want to provide several support options to your customers, you can add more than one graphical button to your website, however, each button must be added to a separate inline frame using the iframe HTML element. You can assign different buttons to operators. When you change a button, ensure you also update the HTML of your website.
You can change various aspects of the chat window including the background color, the layout of window elements, the logo, and the operator image. You can also modify many of the texts that are used in chat conversations, such as the welcome message and the remote control terms and conditions.
Yes. Instead of logging out from NTRsupport, an operator can choose to change their status from online to offline. This allows the operator to remain logged in to NTRsupport. To log out, an operator can simply close the operator window.
If your e-mail program allows you to compose HTML-based messages, you can include a graphical button in an e-mail signature that allows customers to contact an operator directly.
NTRsupport allows an operator to participate in up to five chat conversations at the same time. However, an administrator can change the maximum number of simultaneous chats for each operator.
If all online operators are busy, NTRsupport can place further incoming chat requests in a queue. When an operator is no longer busy, the chat request is removed from the queue and passed directly to the operator.
All chat conversations are saved automatically in a secure database. An administrator can easily view the details of all conversations online or create reports in plain-text or XML format.
NTRglobal complies with the Spanish Data Protection Act (1999) and as such, guarantees that only the minimum amount of information required to ensure the service functions properly is retained. Furthermore, all data that travels over the Internet is encrypted using SSL. All remote control connections use 256-bit encryption.
If several operators are logged in at the same time, an operator can transfer the chat conversation to another operator. Operators can also contact each other directly in a separate chat conversation and send or receive files.
A survey is a series of questions that you can ask a customer to complete before a chat conversation is started. This is useful if you want to gather information, such as the customer’s contact details, before the chat conversation begins. You can also add a survey at the end of a conversation if you want to get feedback from the customer, for example, about the level of service provided by operators.
You can identify a customer in two ways. You can either use a survey prior to the chat conversation to ask the customer for information, for example, their name, company, or e-mail address. Alternatively, you can use one or both of the URL reference arguments (ref and ref2) to insert textual information at the beginning of the chat conversation in the operator’s window.
NTRsupport allows operators to log in automatically when they turn on their computer. Administrators can download a small program for Microsoft Windows computers and install it on operator computers. Operators only need to enter their user name and password the first time they use the program.
NTRsupport is available in over 14 different languages including French, German, Portuguese, Japanese, and Swedish. If you have customer in several regions, you can choose a language setting for the customer chat window. You can also choose a different language setting for each operator and administrator.
NTRsupport requires the use of JavaScript for many of its features. Ensure that your web browser is configured correctly to allow JavaScript. If you use specialized Internet security software, you may have to change the JavaScript settings.
The proactivity feature of NTRsupport allows you to track customer activity on your website. This feature requires you to add HTML integration code to the BODY element of all webpages that you want to monitor. NTRsupport allows you to turn on proactivity for individual operators.
You can create any number of predefined questions and answers in NTRsupport. Operators can view the list of questions at any time during a chat conversation and quickly send the answer to the customer in the chat conversation.
Yes. NTRsupport allows an operator tosend files from a folder on their computer or network to a customer. An operator can also receive files from a customer. File transfers are not scanned for viruses. Some files, such as files with the extension .vbs or .exe, cannot be transferred using NTRsupport.
NTRsupport allows you to connect to remote computers using several technologies including ActiveX for Microsoft Internet Explorer. If a customer does not have Microsoft Internet Explorer, NTRsupport automatically prompts the customer to download a standalone program to establish the connection. The standalone program automatically deletes itself when the remote control session ends. A plug-in is also available for the Mozilla Firefox web browser. Chat conversations only require a modern web browser.
NTRsupport does not typically require any firewall configuration by any of the parties involved. However, if you use the standalone program (a .exe file) to connect when using Microsoft Windows XP, you may have to unblock access to the NTRsupport program. You may also need to open ports 21, 25, 80, 110, 443, and 11438.
When you log in as an administrator, you can view statistics related to operators, conversations, surveys, HelpDesk, and remote control sessions. You can also view live statistics, which are updated automatically a frequent intervals.
Categories allow you to organize operators into groups. When you add graphical buttons to your website, you can specify a category to which you want the chat conversations to be routed. Any operator in the group can then respond to the chat request. If no operators are available from a particular category, the call can be transferred automatically to operators in another category.
