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Chat and
Message - Conduct an
Instant real-time chat session with an End User by them simply
clicking on the "click for support" button on your website. A
selection of designs are provided for you to choose from (or use your
own) and
ResQRemote creates the code ready for you to update your
own web pages.
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Chat History -All chat sessions are recorded by ResQRemote, the History is then available to an Operator if a
subsequent request for assistance is raised, and in addition
the end user can request a transcript of the conversation and
resolution provided which will automatically be sent to their
email address.
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Chat Groups
- Customers can identify
the nature of their chat request by selecting a pre-defined
Question Type or Target such as "sales, support
or admin".
The inbound chat request is then directed
to operators that are members of the appropriate
group. Any number of groups can be defined
to suit your business requirement.
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Exit
Survey -Once your chat and
support session is ended, the customer
is automatically prompted to rate their experience of the
support call and leave valuable feedback. This simple feature provides
additional information to your helpdesk team to
allow them to maximise positive customer experiences. This,
as with most features, can be
disabled if not
required.
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Chat
Status - Once your chat
button is published on your website, its status will change
depending on operator availability. Out of working hours, the
chat button will turn grey to indicate no operators are
currently available, and if clicked, the user will be advised
accordingly and presented with a "leave details"
form.
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Push
Pages - The operator can launch
web pages and links directly on the end Users desktop.
Commonly used pages can be stored
and made available for all operators for future "one click" use.
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Canned
Responses -
Pre-defined responses and scripts can be created to ease operator
response and provide "one click"
solutions. |
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Full,
High Speed PC Remote Control - Watch or Control the screen, keyboard and mouse of
a remote users workstation in seconds. Adjust
dynamically the color depth of the session to improve performance when required. |
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Show your screen or a selected application
- Show
your entire desktop, a selected monitor or even show a selected application back
to an end user. Provides the perfect demonstration or pre-sales presentation tool
to compliment traditional remote control features. |
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Annotate
the Screen- While performing a Remote Control
of a customers PC you may want to draw their
attention to certain items or settings. ResQRemote provides
a range of annotation tools that allow you to draw on their
screen, highlight text and much more. |
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Audio Support (VOIP)-
When connected to a customers PC you can conduct a full audio conversation utilizing
our optimized Voice over IP technology. |
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Real Time
Hardware and Software Inventory reporting of End User PC.
- Obtain a real-time view of the hardware and software installed
on the target workstation at the click of a button, without
ever needing to leave the ResQRemote Control program to gather
this information. In addition, ResQRemote collects over
50 items of information, specifically about the hardware or
environment of the End User's PC, where you can obtain details
of applications in memory, installed hot-fixes, processes
running and installed services. |
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Real Time
View (and Control) of applications, Processes and Services
running on a User PC. - As well as real-time reporting,
ResQRemote also provides the tools, security permitting, to
allow you to remotely stop and start services, end applications
and much more. |
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File Transfer
- the fastest and most feature rich solution. Transfer
and manipulate files between workstations using intuitive "drag
& drop" technology. Synchronise directories on two workstations
or edit files and attributes directly. ResQRemote utilises
intelligent "Delta File Transfer" to reduce data transfer
times when overwriting files that already exist. ResQRemote
now checks blocks of data and only transfers changed data
within the file being transferred. The performance benefits
are most noticeable on a slow link. |
See How our File Transfer performance compares.
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Remote
Clipboard - Copy and Paste data between the Operator
and the End User PC.
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Remote Registry Editor
- now you can connect to a remote PC and both review and
edit its registry settings without needing to remote control and
navigate its screen. |
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Remote Command Prompt
- connect to a customers PC and open a
Remote Command prompt on the Operators PC. This allows you to view directory structures and perform low
level functions without the need to remote control the end
users PC. |
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Configurable Operator rights
-
For all defined Operators in ResQRemote you can control which features are available for use with
each account. |
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Automatic Customer identifier
- For all new chat sessions, ResQRemote will identify the location of the customer,
presenting either Country or City information, and
if available, the name of the company the address is
registered to. |
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Windows and MAC support -
Full support is provided for connecting to
Windows 98, 2000, 2003, XP, Vista
and MAC OS customer systems. |
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Automatic Proxy support
- For all new chat sessions, ResQRemote will check
if a proxy is utilised and automatically configure
the chat session so that remote support
is available. Proxy support is included in both the Operator
and Customer components. |
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