Why use this solution?
Simplify IT Support
Solving support issues doesn’t need to be time-consuming or frustrating. With Self-Healing, Self-Service and Assisted Service on one platform, IT teams and users can understand and fix problems fast. Devices can even heal themselves as issues emerge.
Empower your users
Rather than calling the helpdesk and waiting in queue: let users resolve their support issues themselves and quickly get back up and running. Your IT teams are also freed up to work on more complex problems and solve issues faster.
Great business benefits
Self-service support delivers fast and simple resolutions to queries and frees help desk teams to unobtrusively work on devices while they’re in use. It’s a great way to boost user productivity and satisfaction, reducing Average Handle Times and improving First Call Resolution.
Access Self-Healing, Self-Service and Assisted Service in one, easy to use interface. ProactiveAssist installed on each device automatically resolves issues and lets users find answers to support queries with step-by-step resolution guides and single-click custom workflow automation. Support teams can also use chat and remote desktop, diagnostics and repair to solve issues while people work.
Proactive support alerts
Emails are easily overlooked. Alerts with the ProactiveAssist client keep users aware of relevant events such as emergency maintenance, virus attacks and system outages so your helpdesk isn't overwhelmed. You can send instant communications to any logged in machine.
Reduce helpdesk workloads, giving users control over securely resetting their Windows Active Directory password, with advance expiry notifications helping avoid accidental lock-outs. Password reset enforces smart restrictions too to protect security and keep safeguards high.
Integrated Knowledge Management
SupportSoft lets users easily search for any information the organization holds from a single console, through integration with leading knowledge management solutions like Avolin's Knova KM. That includes content authored by IT as well as general information.