…join4help dramatically cuts support costs and
increases customer satisfaction…
LONDON, 23rd April 2002 – A new software tool launched today by twenty4help Knowledge Service AG will be capable of reducing customer support times by as much as 90 percent claims the company.
Known as “join4help”, this unique new offering will enable a remotely located support specialist to 'enter' a user's computer and to tackle the problem directly – with complete security, traceability and audit capabilities. According to twenty4help UK Managing Director Ian Taylor: "join4help is capable of reducing support times by as much as 90 percent. We believe that both private and business customers can achieve substantial savings – and at the same time increase user satisfaction levels appreciably. With this latest development, twenty4help is underscoring its prowess as a technological pacesetter and opening up a completely new dimension for PC support via hotlines and user help desks.”
In many cases, providing assistance for complex problems by phone or email can be a time-consuming business. Very often a support specialist does not know whether their advice has been properly understood and acted upon. As Taylor points out: "With join4help, the support expert can now implement the solution step by step on the remote computer themselves, providing the user with precise instructions on how to proceed. We believe this is much more instructive for the user and also a more efficient means of tackling problems.”
The need to develop a tool such as join4help had become apparent, since none of the remote access tools available on the market could meet the difficult requirements involved in the provision of professional support on a day-to-day basis. Having successfully completed the pilot phase over the past few months, twenty4help is now aggressively bringing this new offering to market. As Taylor states: "The first introductions of join4help have been very well received – end user response has been excellent. With join4help, we at last have a tool which is battle-ready for use in everyday support situations."
With join4help, the user simply loads a very small footprint software module on to their computer. After a few seconds, the support specialist can access the user's Windows PC in order to install and configure software, optimise the computer or rectify any problems which have arisen. The user sees all of the support expert's actions and can abort the procedure at any time simply by pressing the 'escape' key. Unlike conventional tools, there is no direct connection between computers – instead, the connection is set up by a special join4help server that connects the user and support specialist’s computers.
In addition, twenty4help's new tool has the following unique features:
- using SSL (secure socket layer) encryption at all levels of communication, the application is as secure as typical online banking. At the end of the join4help session, the software removes itself automatically, leaving no trace behind.
- the actions of the support specialist are documented in a file, providing a detailed audit trail that can be examined at a later date.
- the solution is entirely TCP/IP-based, thus using Internet-only protocols.
- because of its in-built security features, firewalls or proxy servers will allow join4help to pass, facilitating the use of the tool on corporate networks.
With join4help, twenty4help is underscoring its role as a technological pacesetter in this market. Concludes Taylor: "wherever it is possible and meaningful, we integrate the Internet into our applications." In his view, this makes it possible to turn support into a key business enabler rather than an overhead. Taylor insists that: "nowadays, no organisation can afford to 'abandon' the customer with its own products. Support functions need to be available any time, anywhere. By supporting the providers of these functions, we are acting as a true human interface to the digital world".
Tel: 01924 283338
Andrew Smith/Georgia Butters
Object Marketing Limited
Tel: 020 8762 9292
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