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.
Here’s how it works.
Here’s how it works.
The customer visits FirstHelp
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.
The customer contacts your operator
Provide three avenues of 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.
The operator diagnoses the problem
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.
The operator solves the problem without leaving her desk
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.
Leverage NTRsupport data across your business
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 support or remind customers of the support they’ve enjoyed.
