HOW IT WORKS

SupportNow's powerful architecture enables most calls to be solved on the first call. After SupportNow is seamlessly embedded directly into the software applications, the customer clicks on the single button and is connected instantly to the server. The support representative goes to the SupportNow server to get the list of users connected. When the support representative clicks on the user, the information agent provides them with the user's computer status such as DLL files, operating system version and computer configuration. This enables the support representative the ability to save time by seeing the problem quickly and provides them with capability of fixing it instantly.

If the support representative is unable to fix the problem, they can connect directly to the customer real time and control the application on the customer’s desktop while both are communicating and seeing the problem being solved together. The support representative has the capability of call escalation by bringing another support representative (or team) in to help solve the problem on the first call. The entire session can be recorded for playback to help the customer see the solution to their problem while educating them on how to solve it in case it happens again.

FIRST CALL INTERACTION AND RESOLUTION

Designed to enhance first and second-tier support, SupportNow includes server software, a client that embeds easily with applications, a viewer for support personnel and an Intelligent Agent for gathering customer diagnostics. These components work together to make the support system smarter. The burden of describing problems, configurations, states and commands shifts from users to SupportNow.

Customer support has become a 24X7 requirement for most companies. SupportNow helps reduce tough and demanding support issues by offering six options to ensure quick, single call resolution.

SupportNow balances user privacy and control with support objectives for first-call problem resolution. One call can incorporate up to six levels of real-time visual interaction for immediate problem resolution:

1. Diagnostics: One click on the application help menu connects customers to the SupportNow Server, and collects and uploads diagnostics from the user’s application, operating system and computer.
2. View Application: One click enables support to display the customer's application screen in real-time, on their monitor.
3. Manipulate Application: With another click, users enable support to interact directly with their applications screens.
4. View Full Desktop: Customers can opt to grant viewing and manipulation access to the full desktop.
5. Transfer Files: Users can opt to accept file transfers for application problem resolution or enhancement.
6. Escalation Conference: Instant conferencing or data capture for later call-back.

The result is unprecedented accuracy, speed in diagnosis and resolution. Most support incidents can be resolved on the first call.