CUSTOMER STORY
Technical support staff back the internal working environment while also resolving the problems client companies hit when installing and configuring security and business solutions. Agent groups are split between the internal help desk and customer technical support, yet managed on one common platform.
BACKGROUND
Client security environments vary widely, so installation and configuration errors differ from site to site.
The internal help desk and external technical support must stay separate while technical knowledge accumulates in one place.
SCENARIO
Inquiry ID and consent record
Session ID and agent record
Issue classification and resolution log
Approval, handoff and change records
Technical support staff back the internal working environment while also resolving the problems client companies hit when installing and configuring security and business solutions. Agent groups are split between the internal help desk and customer technical support, yet managed on one common platform. The internal help desk and external technical support must stay separate while technical knowledge accumulates in one place.
OPERATION
PERFORMANCE
The internal and external support scope, consultation coverage, connection paths and agent groups are defined.
AnySupport is deployed for PC environments and the operating scenario is validated against the most common inquiry types.
Consultation data is analyzed around the first-contact resolution rate for internal incidents and the completion rate for external user sessions, and the standard resolution playbook is expanded.
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.