WebTech Support Center offers unparalleled customer satisfaction  

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Solve Customer Problems Instantly on the Web

Webtech Support Center totally revolutionizes the way our customer support department interacts with our customers. This innovative service enables rapid diagnosis and resolution of support issues through instant sharing of and interaction with remote customers desktops-anywhere in the world.  WebTech is immediately available to anyone with Internet access. There is nothing to install, no learning curve and no training required.    

THE POWER OF AN ON-SITE TECH WITHOUT THE WAIT OR EXPENSE

Virtually everything our service reps can do in a face-to-face meeting can be done remotely with WebTech - without the wait or expense of traveling. The capabilities available in WebTech go far beyond the typical telephone or email customer support response, enabling us to provide a truly advanced level of customer service.

• Gain Instant, "on-demand" viewing of customer desktops
  Instantly view customer's entire desktop, including applications.

• Rapidly Diagnose and problem solves
  Immediately download patches or updates, test and run applications to ensure proper installation and configuration, or upload customer files for quick analysis.

• Avoid expensive on-site visits and long wait times

• Fast escalation
  Escalate live support sessions to another specialist, located anywhere, anytime we need to.

• Easy recoding and archiving
  WebTech lets us record entire live sessions, including voice, data, and video, to create customer self-training sessions, or for archival, training, and auditing purposes

Powerful functionality to rapidly achieve success

WebTech offers state-of-the-art capabilities that can radically improve the tools and capabilities available to our technicians.

Giving our technicians faster visibility, response, and capability

• Permission Based Customer Control - WebTech enables a user to give permission for our technician to take control of his/her desktop in order to diagnose and fix a problem. The technician must first request permission and customer must grant it before any action can be performed. When session is concluded access is terminated.

• Two-Way desktop control or view and application sharing - technician can request view or control of customer's desktop. Technician can also allow view or control of their desktop. Customers can choose to share only selected applications with the technician to maintain privacy. Technician can also share their own applications to demonstrate products and features to the customer.

• Fully Interactive,cross-platform, web-based, firewall friendly communications - No It dept. involvement required, and true cross platform (Mac's, PC's or both)

• On-the-Fly File transfer - Files can be transferred to and from the customer's system. The technician can apply patches and updates during the session.

• Remote printing - The technician can redirect printouts from the customer's computer to a local computer for offline analysis.

Enabling our Techs and Customers to make the most of every support session

• Session recording - Each session can be recorded for use in archival or training purposes.

• One-click convenience - The straightforward, action-oriented interface makes, requires no training, and cuts time-to-resolution.

• Call escalation - Allows us to increase our First Call Resolutions easily by adding specialists as needed.

• Multi-customer support - Leverage the customer and Tech's time by inviting additional participants or IT staff to join the session as observers.

• Video - Live video can be streamed, enabling Tech's to personalize support sessions.

• Security - Any feature can be disabled by WebTech Center Manager to comply with security policy.

• Browser-based - All functionality is provided within a standard browser.