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Benefits of WebInteractive

• Increased customer satisfaction - a 5% retention rate may increase profits by 25% to 95% (Harvard Business Review, July - August 2000)
• Increased first time client resolution
• Less time spent on each incident
• Fewer need for call escalation
• Decrease the cost of delivering technical support

• Increased employee productivity

Implementing a remote support system such as WebInteractive allows any end-user to be reached and dramatically lowers costs of IT support. "…[Remote support systems] diminish the need for technician dispatching and speed problem identification, isolation and resolution by helpdesk personnel." According to Gartner. Beyond this, the interactive nature of WebInteractive reduces the number of support calls by inviting collaborative efforts between the support analyst and the end-user. Internet co-browsing, chat services, and electronic white boarding features stimulate a mutual understanding of the resolution. The results are:

• More effective support with fewer errors due to the ability to monitor and control the end system first-hand.
• Reduced chances of repeat support calls regarding the same issues due to collaborative learning.
• Increased customer satisfaction due to the personal nature of the support.

Simplifying the HelpDesk While Enhancing Operations

WebInteractive simplifies the task of supporting new and changing computing environments by empowering any end-user connected to the Internet to request remote support via a standard Web browser. Client software is self-installing and is performed automatically at the time of the request. The client software that enables the technician to manipulate the end-system via the Internet is largely transparent to the end-user. The technician is able to experience the problem first-hand without requiring that the end-user make special configurations or install special software. This speeds troubleshooting, giving the technician full control of the end-station while maintaining a calm and un-imposing atmosphere to the client. Via the remote control tools that are now available, the technician can:

• Troubleshoot specific problems as requested by the end-user
• Collaboratively whiteboard solutions
• Install and configure software
• Transfer files
• Download software upgrades, patches, or bug-fixes
• Configure (or re-configure) system settings
• Train users via Web co-browsing to browse the Internet for relevant information, fixes, etc.

• Communicate via keyboard chat or real-time voice chat

The quality of the interaction - as perceived by the customer - is on par with traditional telephone technical support, with the added benefit of a hassle-free yet extremely powerful remote control and communication solution. What's more, because the solution is Web-based, the online request system is easily integrated into existing technical support web sites - the natural "first stop" for those who are searching for online technical assistance.

"Remote control tools can lower the annual costs of helpdesk operations by 6 to 13 percent"

- Gartner Research

Providing the support analyst with control of the end system results in more efficient problem diagnosis and resolution. This is because support technicians are able to see the users' computers over the Internet as if they were local, and to observe system settings and real world cause-effect relationships. Each helpdesk technician can handle a greater call volume due to this efficiency, and reduces the number of support escalations - especially those escalations that would require on-site technical support. In summary, remote control solutions will reduce those areas within the support system that correspond to the highest costs:

• Support escalations

• Call-backs

• On-site technician dispatches