Access e-support is a Web-based, real-time Server Software remote support tool that provides a simple way for our support professionals to quickly manage and resolve online PC support requests. Access e-support 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 Access e-support, support professionals can…...

• Manage multiple support requests from an online queue of customers
• Communicate with customers in real-time via voice or keyboard chat
• View a remote customer's PC and monitor activity
• Illustrate and annotate problems using an online whiteboard
• Conduct a remote control session and operate a remote customer's PC
• Upload customer files for analysis, or download software patches
• Restore a remote user's PC to a previously working configuration
• Direct a remote customer to a Web site using co-browse features

As a result, Access e-support 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 this means to e-support...

• drastically reduced call times
• faster problem definition and resolution
• reduction of repeat calls for the same issue
• decrease in call escalation
• fewer support errors
• restoration of a previous configuration to a remote user ’s PC
• daily reports to track performance
• reach real-time consensus
• conduct a web tour
• identify and solve problems