CUSTOMER STORY
A dual-use model: internal agents get remote support for work systems, security modules, and printing errors, while external customers are guided screen-first through insurance-claim uploads, app use, and e-signature steps. When explanation alone is not enough, the agent views only the necessary screens after consent, reducing handling time.
BACKGROUND
Agent-PC failures and customers' mobile insurance inquiries occur at once, so support channels tend to fragment.
Separate the permissions and records of internal recovery and customer digital support while keeping a consistent consultation experience.
SCENARIO
Inquiry no. · consent
Session ID · agent
Issue type · action log
Approval · handoff · change
A dual-use model: internal agents get remote support for work systems, security modules, and printing errors, while external customers are guided screen-first through insurance-claim uploads, app use, and e-signature steps. When explanation alone is not enough, the agent views only the necessary screens after consent, reducing handling time. Separate the permissions and records of internal recovery and customer digital support while keeping a consistent consultation experience.
OPERATION
PERFORMANCE
Define internal+external support targets, consultation scope, connection paths, and agent groups.
Deploy ANYSUPPORT in the PC+Mobile environment and validate operating scenarios with representative inquiry types.
Analyze consultation data around internal first-contact resolution and external completion rate, and expand standard playbooks.
We'll propose a remote support model tailored to your industry, users, and security policy.
The questions we hear most often before teams roll it out.
An enterprise remote support solution: agents connect to a customer’s PC or mobile screen to see the problem and fix it directly. Around 7,000 companies across finance, public sector and manufacturing have used it over 27 years.
The installed edition puts a dedicated program on the agent’s PC and adds advanced features such as file transfer and session recording.
Web remote support (Web Viewer) starts from a browser sign-in with nothing to install — ideal for agents moving between PCs in the field or at home.
The customer opens the access page and enters the 6-digit code the agent gives them. Send the session link by email or SMS and they can connect with a single click, no code required.
Yes — PC remote support, mobile remote support and video support (seeing the site through the customer’s phone camera). Mobile remote support requires the dedicated app on the customer’s device.
Every session issues a fresh access code, and screen control begins only after the customer approves it. Every session is logged with reports, case counts and status for administrators to review.
Start the 15-day free trial to use it in your own environment. If you just want to see the flow first, the Web Viewer interactive demo needs no installation at all.