On-demand remote assistance, demos, training and live chat
CrossTec ResQRemote will transform the way your IT support and sales teams deliver on-demand assistance and presentations to the world. With ResQRemote organizations can provide fast, easy and secure remote-support services and live screen demos, resulting in a superior customer experience and dramatic increases in productivity.
CrossTec ResQRemote includes a full range of essential tools to help your staff transform questions into solutions. ResQRemote provides you with web-based Instant Messaging, single-click remote control, the ability to push screens and pages to end users, mark up utility to highlight information on their screen, file transfer, operator scripts, exit surveys, instant Hardware and Software Inventory reports and much more.
CrossTec has taken its best-of-breed remote control technology and created ResQRemote to enable temporary remote assistance and web demos across the Internet without the need for firewall configuration or software installation. By downloading a small, self-executing program, end users can receive true hands-on assistance from your help-desk or sales staff.
Features
Chat and Message
Conduct an Instant real-time chat session with an End User by them simply clicking on the "click for support" button on your website. A selection of designs are provided for you to choose from (or use your own) and ResQRemote creates the code ready for you to update your own web pages.
Chat History
All chat sessions are recorded by ResQRemote, the History is then available to an Operator if a subsequent request for assistance is raised, and in addition the end user can request a transcript of the conversation and resolution provided which will automatically be sent to their email address.
Chat Groups
Customers can identify the nature of their chat request by selecting a pre-defined Question Type or Target such as "sales, support or admin".
The inbound chat request is then directed to operators that are members of the appropriate group. Any number of groups can be defined to suit your business requirement.
Exit Survey
Once your chat and support session is ended, the customer is automatically prompted to rate their experience of the support call and leave valuable feedback. This simple feature provides additional information to your helpdesk team to allow them to maximise positive customer experiences. This, as with most features, can be disabled if not required.
Real Time Hardware and Software Inventory reporting of End User PC.
Obtain a real-time view of the hardware and software installed on the target workstation at the click of a button, without ever needing to leave the ResQRemote Control program to gather this information. In addition, ResQRemote collects over 50 items of information, specifically about the hardware or environment of the End User's PC, where you can obtain details of applications in memory, installed hot-fixes, processes running and installed services.
Real Time View (and Control) of applications, Processes and Services running on a User PC.
As well as real-time reporting, ResQRemote also provides the tools, security permitting, to allow you to remotely stop and start services, end applications and much more.
File Transfer
the fastest and most feature rich solution. Transfer and manipulate files between workstations using intuitive "drag & drop" technology. Synchronise directories on two workstations or edit files and attributes directly. ResQRemote utilises intelligent "Delta File Transfer" to reduce data transfer times when overwriting files that already exist. ResQRemote now checks blocks of data and only transfers changed data within the file being transferred. The performance benefits are most noticeable on a slow link.
Remote Clipboard
Copy and Paste data between the Operator and the End User PC.
Remote Registry Editor
now you can connect to a remote PC and both review and edit its registry settings without needing to remote control and navigate its screen.
Remote Command Prompt
connect to a customers PC and open a Remote Command prompt on the Operators PC. This allows you to view directory structures and perform low level functions without the need to remote control the end users PC.
Chat Status
Once your chat button is published on your website, its status will change depending on operator availability. Out of working hours, the chat button will turn grey to indicate no operators are currently available, and if clicked, the user will be advised accordingly and presented with a "leave details" form.
Push Pages
The operator can launch web pages and links directly on the end Users desktop. Commonly used pages can be stored and made available for all operators for future "one click" use.
Canned Responses
Pre-defined responses and scripts can be created to ease operator response and provide "one click" solutions.
ResQRemote Screen Modes
Full, High Speed PC Remote Control
Watch or Control the screen, keyboard and mouse of a remote users workstation in seconds. Adjust dynamically the color depth of the session to improve performance when required.
Show your screen or a selected application
Show your entire desktop, a selected monitor or even show a selected application back to an end user. Provides the perfect demonstration or pre-sales presentation tool to compliment traditional remote control features.
Annotate the Screen
While performing a Remote Control of a customers PC you may want to draw their attention to certain items or settings. ResQRemote provides a range of annotation tools that allow you to draw on their screen, highlight text and much more.
Audio Support (VOIP)
When connected to a customers PC you can conduct a full audio conversation utilizing our optimized Voice over IP technology.
Configurable Operator rights
For all defined Operators in ResQRemote you can control which features are available for use with each account.
Automatic Customer identifier
For all new chat sessions, ResQRemote will identify the location of the customer, presenting either Country or City information, and if available, the name of the company the address is registered to.
Automatic Proxy support
For all new chat sessions, ResQRemote will check if a proxy is utilised and automatically configure the chat session so that remote support is available. Proxy support is included in both the Operator and Customer components.
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