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Frequently Asked Questions Q: How does Control-F1 work? You use Control-F1 to build a branded eSupport Portal for your company. When your customers need assistance, they request a live session from within the Portal. The request is routed to the appropriate agent. Your agent then chooses to accept a session by clicking on a customer in the queue. Your agent has access to a series of tools, including Communication, Desktop Sharing (Remote Control), Diagnostic, and System Management Tools. Q: What is needed to run Control-F1? For both the agent and customer, all that is required is a Windows computer (Win95, Win98, NT, Win2000, Millennium, XP) running Internet Explorer 4.0 or higher. The customer can alternatively access an eSupport session using Netscape 4.74 to 4.77. As for an Internet connection, Control-F1 works well on a 56Kbps connection. However, the faster the connection, the better the technology operates. Q: How do I deploy Control-F1 to my customers? All you need to do is encourage your customers to click on a web link at your branded eSupport Portal when they need help. The first time assistance is requested, web-based software is downloaded. The software does not need to be pre-installed. It simply runs within the web browser when support is requested. Furthermore, the technology automatically updates itself, if needed, whenever a customer requests support. Q: How quickly can I launch my eSupport Portal? ASP Model = 24 hours. Client Hosted Model = 48 hours. Q: How does Control-F1 address security and firewall issues? 1. A customer must always request assistance. 2. A customer has the ability to force an agent to seek the customer's permission before using some or all of the tools. 3. Control-F1 never penetrates a firewall. Communication is always outgoing through the firewall. As long as both the agent and the customer can connect to the Internet via HTTP, they can use Control-F1. 4. Control-F1 is compatible with the vast majority of existing firewalls. If a connection problem does arise, port and configuration adjustments can be made. Q: What infrastructure / server technology do I need to deploy Control-F1? ASP Model = None. We host it all. The Control-F1 Infrastructure includes:
Client Hosted Model = We install it and configure it. You just host it within an environment containing these base requirements:
Q: Can I Use Control-F1 eSupport in conjunction with the phone? We find that many of our clients are using eSupport in its early stage as a means to diagnose and fix a problem while they have their customer on the phone. So when a customer phones the helpdesk for support, the agent takes the customer to a web page, the customer selects the agent's name from a list and the support session is initiated. While the agent is solving the problem, the customer is listening in while possibly using their computer at the same time. |
Q: How is Control-F1 better than traditional remote control software and more advanced web-based remote control technologies? Control-F1 provides significantly greater functionality and value than remote control and web-based remote control software. The major points of difference are: Control-F1's Diagnostic and System Management Tools have the power to retrieve large sets of information about a customer's computer as well as to invoke change on the computer automatically, instantly and accurately. As a result, the time required to support a customer can be significantly decreased. Whereas it normally may take 10 minutes to gather a set of diagnostic data on the phone, and 5 minutes to collect that same data using "remote control", Control-F1's tools could retrieve the desired information in a matter of seconds. Of course, the use of these Diagnostic and System Management Tools takes place within a live web-based support environment. Control-F1's Diagnostic and System Management Tools operate in the background. As a result, support time does not equal down time. A support agent can retrieve information about a customer's computer as well as fix the problem while the customer uses his / her computer normally. Lost productivity is often more costly than the expense to deliver the support itself. If a support center can solve problems while at the same time maintain the productivity of their customers, they can provide a more positive end-user support experience. The competition provides basic remote control packages that some organizations can use to perform technical support. These solutions do not effectively harness the power of live, web-based support. For instance, remote control software packages do not have critical functions such as the Diagnostic and System Management Tools as well as Call Routing and a Session Statistics Tracking System. As well, they do not integrate seamlessly with your helpdesk infrastructure. Control-F1 offers the complete solution. Q. How does Control-F1 integrate with Helpdesk Incident Tracking / CRM Software and Knowledge Management Solutions? 1. Helpdesk Incident Tracking / CRM Software: The Control-F1 Database Bridge allows Control-F1's interactive solutions to automatically store data gathered by Control-F1 into desired fields within a Helpdesk Incident Tracking / Customer Relationship Management system. 2. Knowledge Management Solution: This integration enables a customer who is unable to solve their request using a self-service system to escalate the request by initiating a live assisted session. Q: Do I have to be watching the queue at all times to know if a customer needs help? No, agents can be notified of new requests via audio alert, e-mail, and wireless devices. Q: What type of Professional Services does Blueloop offer? As part of your Control-F1 implementation, our professional services team will: 1. Implement your branded eSupport Portal within hours. 2. Train your agents on how to use Control-F1 effectively, specifically for your support environment. The training can be done via the Web and in under half a day. 3. Train your customer support manager to administer and optimize Control-F1. This includes: branding a eSupport Portal, setting-up the intelligent Call Routing System and utilizing the Session Statistics system to manage the productivity of your web-based support center. 4. Help your marketing and sales teams to promote the value of Control-F1 to your customers, including marketing documentation, Flash presentations and a press release. |