Instant remote support works like this...
With your permission, one of our support team can
communicate with you via a small .exe file which automatically downloads
to the remote PC. The 'Applet' automatically removes itself from
your PC once the problem has been resolved and the session ended.
If the problem is too serious and cannot be resolved through remote
support, we will then send an engineer to visit you onsite.
The Applet provides remote customers with:
- Interactive Chat and detailed session history
- Prompts to permit or deny technician access to all functions
- File transfer to the technician
- Ability to stop remote control or disconnect at any time
Also...
The Administration Centre is an intuitive online
interface used by one of our support team to create and assign permissions
for other Administrators, Technicians, and Groups. We can also create
support channels — web-based links that automatically connect you
to us— and assign you to specific Groups.
The Administration Center allows our team to:
- Create technician groups and assign permissions at a granular
level
- Assign support channels to specific technician groups
- Enable and view reports of technician performance
- Enable and view reports of customer satisfaction levels
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