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 WebInteractive
is a Web-based, real-time Server Software remote support tool that
provides a simple way for support professionals to quickly manage and
resolve online PC support requests. WebInteractive provides all the
tools needed to manage a queue of online requests, communicate with
customers online, monitor a remote PC and control a remote customer's PC
to resolve issues.
Using WebInteractive, support professionals can…
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Manage
multiple support requests from an online queue of customers
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Communicate with customers in real-time via voice or keyboard chat
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View a
remote customer's PC and monitor activity
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Illustrate
and annotate problems using an online whiteboard
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Conduct a
remote control session and operate a remote customer's PC
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Upload
customer files for analysis, or download software patches
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Restore a
remote user's PC to a previously working configuration
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Direct a
remote customer to a Web site using co-browse features
As a result, WebInteractive allows support professionals
to quickly and easily resolve customer support issues by allowing them
to focus more on solving problems and educating customers and less on
visualizing problems and blindly guiding customers
toward a solution.
What WebInteractive means to e-support...
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drastically reduced call times
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faster
problem definition and resolution
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reduction
of repeat calls for the same issue
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decrease
in call escalation
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fewer
support errors
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restoration of a previous configuration to a remote user ’s PC
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daily
reports to track performance
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reach
real-time consensus
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conduct a
web tour
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identify and solve problems
Increasingly, companies are recognizing the value of
strong customer relationships and are investing time and money in CRM
strategies. WebInteractive for e-Sales can leverage this investment by
enabling companies to add real-time, live customer service or product
demonstrations to their online initiatives in an effort to help reduce
sales cycles, close sales, reduce operating costs and resolve sales
questions.
Statistics show that 94 percent of visitors to e-commerce
sites will not buy online if that the site lacks interactive customer
service features such as live chat or instant callback, and 35 percent
of Internet shoppers say they'd be willing to spend more money online if
they could speak to a customer service rep. In addition, Nielsen
research estimates that over 2/3 of all web shopping carts are
abandoned.
What WebInteractive means to e-sales...
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one-on-one
product demos
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illustrating and annotating via whiteboard
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real-time
voice or keyboard chat with customers
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more
transactions, less acquisition cost
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