CUSTOMER STORY
Internal staff get support for security policy, document work, and portal access, while public-service users are guided through online forms, attachments, and browser settings. Separating access paths and consultation scope for internal vs. external secures both safety and convenience.
BACKGROUND
When internal-staff support and public online-service support mix, network and permission control can grow complex.
A dual-track model that separates access path, agent, and record policy by support target is needed.
SCENARIO
Inquiry no. · consent
Session ID · agent
Issue type · action log
Approval · handoff · change
Internal staff get support for security policy, document work, and portal access, while public-service users are guided through online forms, attachments, and browser settings. Separating access paths and consultation scope for internal vs. external secures both safety and convenience. A dual-track model that separates access path, agent, and record policy by support target is needed.
OPERATION
PERFORMANCE
Define internal+citizen support targets, consultation scope, connection paths, and agent groups.
Deploy ANYSUPPORT in the PC environment and validate operating scenarios with representative inquiry types.
Analyze consultation data around public-service completion rate and re-submission 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.