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Typical helpdesk remote-control tools are actually remote administration
tools, never intended for human-to-human support. How many of your calls
are training issues, and not actually a software or hardware problem? More
than half if you are like most organizations.
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When an employee's problem is a training issue, what do you
do? When you complete the call, will the employee be able to resolve the
same issue the next time without calling? With RapidAssist's screen markup
features, you can help the employee solve the problem in less time that it would
have taken to fix it for them. The employee learns without even trying!
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It is easy to miss the hidden costs of using inadequate helpdesk tools. Have
you considered:
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How much time do you spend installing, configuring, and troubleshooting
other remote helpdesk administration tools? Most helpdesks try to avoid using
these tools during calls because of the hassle.
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How many repeat calls do you get?
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How much time does the employee waste while waiting to be helped?
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When the call is completed, will the employee be able to resolve the issue
next time without calling the helpdesk?
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RapidAssist is launched via an intranet web page, requires no prior software
installation, and gives helpdesk operators the ability to instantly view the
caller's screen. On an intranet, establishing the session would typically take
the technician less than 15 seconds.
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RapidAssist can be installed on your server at your site, giving you the best
possible performance and control. During an intranet helpdesk session no data is
transmitted over the Internet.
RapidAssist requires no additional configuration to be compatible with
firewalls and proxies. A typical installation takes less than an hour, and
requires minimal system resources once installed. Contact us to get started.
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