How Does It Work?

When a customer needs technical support, for any tool to operate a client (software footprint at the target PC) needs to be installed. Typically with Remote Control software packages this is installed in advance.

For ISPs, ASPs, MSPs and Solution providers this is often not viable and as such, a technology is needed that allows support to be provided "on Demand" to those users who need assistance.

NetSupport 24-7 provides a dynamic, secure and powerful on-demand support solution designed specifically for this type of scenario.

When a Customer needs assistance or instruction, they simply click on the provided link on the Vendor's website, and instantly they can begin a live Chat with a Help Desk operator. Within this session the Operator can also push pre-defined "canned" messages as well as launch supporting pages on the End Users PC.

If the Operator is unable to resolve the users problems, he can launch a dynamic client on their PC or MAC.

This dynamic client is extremely small and makes absolutely "no" changes to their system configuration. Most importantly it only exists for the duration of the support request.

Once active, the Operator is now able to call on a powerful range of tools to aid in problem resolution. These include full Remote Screen Control, File Transfer, Clipboard transfer, on demand Hardware and Software Inventory as well as the ability to both monitor and if needed interact with active Processes and services on the remote system.

Once the issue is resolved, the operator can disconnect, the user's PC is left without any legacy software, and a full summary of the chat history is recorded for future reference.

Overview
No previous connection to a PC is needed and no software is required to be pre-installed.

The customer requiring support simply clicks on a link and this immediately instigates a chat session with an operator via our central secure gateway.

Full two way chat is supported and in addition an operator can push web pages and pre-defined scripted chats to the end user. If more detailed assistance is needed the operator can send a dynamic NetSupport 24-7 Client to the customers PC in a single action. In seconds the operator can see both the users screen and detailed system information such as inventory, active services, processes running as well as the ability to transfer files and much more.  

Once the problem is resolved, on disconnect the NetSupport 24-7 client is completely removed and the users PC returns unchanged to its original condition. A full history of the call is then available for both the operator and the customer.

The result is faster, more efficient problem resolution, increased customer satisfaction and reduction in your overall support costs. As an additional benefit you pay based on use, so no matter how big your customer base is, you don't have any upfront costs. That has to be Refreshing !

And now NetSupport 24-7 features "show" mode, allowing an Operator to transmit his screen or just a selected application in real-time to a customers PC providing a perfect pre-sales or remote training solution.