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
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 or instruction, 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 or MAC.
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 Languages
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 NetSupport 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
identified 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 24-7is 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
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 client support for more
than 30 languages ,
localisation within NetSupport 24-7 is limited to the
customer facing views. The operator console provides support
for 5 languages : English, German, French, Spanish and Italian.