Remote Computer - GoSupportNow

• Support cases requiring third parties involved, for example, a software vendor such as Microsoft
• Support cases requiring senior support staff or managers
• Support cases requiring engineers to debug in real-time
• Training junior support staff using the real-world support cases

2. In-session customer training

The support agent can change to the online training mode anytime during a support session. Many support issues come from customers' lack of product knowledge. An instant training session helps to prevent many issues from happening in the future and saves in support costs. In addition, this improves customer satisfaction and increases up-selling opportunities because your customer has a better appreciation of those product functions that they have not known or not known well enough. With this function, you actually turn your most knowledgeable & highly paid support staff into powerful sales staff.

Level2 - Traversing the most restrictive firewalls

After installation, the most difficult technical challenge is to ensure the connection of client software to the server. Because a user can configure his firewall to block any type of traffic at will, no vendor including RHUB can guarantee firewall traversal for remote control of a customer computer. The difference is a competent vendor can deliver much higher level of firewall traversal success ratio.

RHUB is one of very few vendors in the industry that have mastered the most difficult evolving firewall traversal technology. Just test competing products with your customers who you believe have the most restrictive firewalls, for example, banks, federal and state government agencies, the Fortune 500 companies, etc. You will find most competing products do not let your customers join your support sessions because of the blockage of their strong firewalls.

Level3 - Guaranteed connection for view-only assistance

If client software download or connection to servers is blocked by users’ firewalls for whatever reasons, all competing products will stop working.

However, with the RHUB's patented Guaranteed Connection technology you can still invite your customers to join your support session by using a browser on any platform (Windows, Mac, Linux, Unix or iPhone) to view your desktop. This view-only attendance is guaranteed and GoSupportNow allows you to show your customers how a computer application should work. This facilitates communications with your customers on many issues. While this one-way view-only function does not provide the full remote support capability, it greatly facilitates resolutions of many issues that cannot be resolved by telephone alone.

Here is how it works. As soon as you find your supportee cannot join you for whatever reasons, you change the presenter to be yourself and ask the supportee to click the Guaranteed Attendance URL (see the image below) shown on the join-session page. Now the supportee can view your desktop by his browser running virtually on any platforms.