Answer
IT
Answer IT
Live Remote Assist
Do you need a quick solution to a technical problem? With our answerIT Live Remote Assistance tool, a member of our support team can view your desktop and share control of your mouse and keyboard to get you on your way to a solution.
Here's how it works
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Step
1: The end user goes to the AnswerIT
support portal and types in a support request. The Web-support
request is then queued for the next available representative.
With the end usery´s permission, the AnswerIT thin-client
is downloaded to the end usery´s device while the end
user is in the Web queue. The representative then begins a
remote-support session with the end user. Alternatively, the end user can move directly from a phone call with your representative to a remote-support session. To do so, the representative provides the end user with the Web portal URL and a unique connection code to begin the remote-support session. Step 2: Your representative can immediately diagnose, troubleshoot and resolve the incident using a variety of incident-resolution tools, including: • ChatLink™ • Remote Diagnostics • File Transfer • Reboot/Reconnect • Remote Viewing/Control • Whiteboard • MultiChat • Session Transfer Step 3: At the end of the session, the end user immediately provides input on the support experience, enabling your organization to address session metrics and maintain a high standard of customer satisfaction and loyalty. |
