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Product Overview
Would you like to provide instant remote support - anywhere in the world relying simply on an Internet connection?
No previous connection to a PC is needed and no software is required to be pre-installed.
The customer requiring support simply clicks on a link and this immediately instigates a chat session with an operator via our central secure gateway.
Full two way chat is supported and in addition an operator can push web pages and pre-defined scripted chats to the end user. If more detailed assistance is needed the operator can send a dynamic NetSupport 24-7 Client to the customers PC in a single action. In seconds the operator can see both the users screen and detailed system information such as inventory, active services, processes running as well as the ability to transfer files and much more.
Once the problem is resolved, on disconnect the NetSupport 24-7 client is completely removed and the users PC returns unchanged to its original condition. A full history of the call is then available for both the operator and the customer.
The result is faster, more efficient problem resolution, increased customer satisfaction and reduction in your overall support costs. As an additional benefit you pay based on use, so no matter how big your customer base is, you don't have any upfront costs. That has to be Refreshing !
NetSupport 24-7 features "show" mode, allowing an Operator to transmit his screen or just a selected application in real-time to a customers PC providing a perfect pre-sales or remote training solution.
Main Benefits
Shorten call times and expenses.Shorten call times.
Reduce operating costs.Reduce operating costs.
Reduce the need for on-site visits.Reduce on-site visits.
Solve incidents as soon as they happen.Instant user support.
Improve customer loyalty and satisfaction.Improved satisfaction.
Extend the geographical reach for your services.Extend global reach.
Shorten call times and expenses.Proven Technology.
Operational in a matter of Minutes. Operational in minutes.
Rapid Problem Resolution
Web based for instant on-demand support.
Works seamlessly through any FirewalWorks seamlessly through any Firewall.
updates and patches to the end userFile Transfer for delivering updates and patches to the end user.
Real time ControlReal time Control of system processes, services, and applications in memory.
Enhanced communicationsEnhanced communications with Chat, Message and Whiteboard.
Hardware and Software InventoryComplete dynamic Hardware and Software Inventory of the End User PC.
tickTechnology installed on over 6,000,000 desktop systems.
How does NetSupport 24-7 work?
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 advance.
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 available.
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, supported, 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.
Key Features in NetSupport 24-7
Chat and Message - Conduct an Instant real-time chat session with an End User by them simply clicking on the "click for support" button on your website. A selection of designs are provided for you to choose from (or use your own) and NetSupport 24-7 creates the code ready for you to update your own web pages.
Chat History Chat History -All chat sessions are recorded by NetSupport 24-7, the History is then available to an Operator if a subsequent request for assistance is raised, and in addition the end user can request a transcript of the conversation and resolution provided which will automatically be sent to their email address.
Chat Groups Chat Groups - Customers can identify the nature of their chat request by selecting a pre-defined Question Type or Target such as "sales, support or admin".
The inbound chat request is then directed to operators that are members of the appropriate group. Any number of groups can be defined to suit your business requirement.
Multiple Connection Methods Multiple Connection Methods - Now provides multiple methods for initiating a chat session. These include Email a chat link to a user, copy/ paste chat link, dynamic chat buttons for inclusion on your website or email signatures, direct connect "Pin codes" via either email or from website
Exit Survey Exit Survey -Once your chat and support session is ended, the customer is automatically prompted to rate their experience of the support call and leave valuable feedback. This simple feature provides additional information to your helpdesk team to allow them to maximise positive customer experiences. This, as with most features, can be disabled if not required.
Chat Status Chat Status - Once your chat button is published on your website, its status will change depending on operator availability. Out of working hours, the chat button will turn grey to indicate no operators are currently available, and if clicked, the user will be advised accordingly and presented with a "leave details" form.
Push Pages Push Pages - The operator can launch web pages and links directly on the end Users desktop. Commonly used pages can be stored and made available for all operators for future "one click" use.
Canned Responses Canned Responses - Pre-defined responses and scripts can be created to ease operator response and provide "one click" solutions.
Full, High Speed PC Remote Control- Watch or Control the screen, keyboard and mouse of a remote users workstation in seconds. Adjust dynamically the color depth of the session to improve performance when required.
Show your screen Show your screen or a selected application - Show your entire desktop, a selected monitor or even show a selected application back to an end user. Provides the perfect demonstration or pre-sales presentation tool to compliment traditional remote control features.
Annotate Annotate the Screen- While performing a Remote Control of a customers PC you may want to draw their attention to certain items or settings. NetSupport 24-7 provides a range of annotation tools that allow you to draw on their screen, highlight text and much more.
Audio Support (VOIP) Audio Support (VOIP)- When connected to a customers PC you can conduct a full audio conversation utilizing our optimized Voice over IP technology.
Hardware and Software Inventory Real Time Hardware and Software Inventory reporting of End User PC. - Obtain a real-time view of the hardware and software installed on the target workstation at the click of a button, without ever needing to leave the NetSupport 24-7 Control program to gather this information. In addition, NetSupport 24-7 collects over 50 items of information, specifically about the hardware or environment of the End User's PC, where you can obtain details of applications in memory, installed hot-fixes, processes running and installed services.
Real Time View (and Control) of applications, Processes and Services running on a User PC. - As well as real-time reporting, NetSupport 24-7 also provides the tools, security permitting, to allow you to remotely stop and start services, end applications and much more.
File Transfer File Transfer - the fastest and most feature rich solution. Transfer and manipulate files between workstations using intuitive "drag & drop" technology. Synchronise directories on two workstations or edit files and attributes directly. NetSupport 24-7 utilises intelligent "Delta File Transfer" to reduce data transfer times when overwriting files that already exist. NetSupport 24-7 now checks blocks of data and only transfers changed data within the file being transferred. The performance benefits are most noticeable on a slow link.
See How our File Transfer performance compares.
Remote Clipboard - Copy and Paste data between the Operator and the End User PC.
Remote Registry Editor Remote Registry Editor - Now you can connect to a remote PC and both review and edit its registry settings without needing to remote control and navigate its screen.
Remote Command Prompt Remote Command Prompt - Connect to a customers PC and open a Remote Command prompt on the Operators PC. This allows you to view directory structures and perform low level functions without the need to remote control the end users PC.
Remote Reboot Remote Reboot - During an active remote control session an operator can perform a remote reboot of a users computer, on restart the remote control and chat sessions will automatically resume..
Configurable Operator rights Configurable Operator rights - For all defined Operators in NetSupport 24-7 you can control which features are available for use with each account.
Automatic Customer identifier Automatic Customer identifier - For all new chat sessions, NetSupport 24-7 will identify the location of the customer, presenting either Country or City information, and if available, the name of the company the address is registered to.
Windows and MAC support Windows and MAC support - Support is provided for connecting to Windows98, Windows 2000, 2003, XP, Vista, Windows and MAC OS customer systems.
Automatic Proxy support Automatic Proxy support - For all new chat sessions, NetSupport 24-7 will check if a proxy is utilised and automatically configure the chat session so that remote support is available. Proxy support is included in both the Operator and Customer components.
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