Immediate technical support for Microsoft CRM users via live chat and screen sharing?
Instant technical assistance to Microsoft CRM users
WaveAccess OnlineHelp is a powerful solution for Microsoft Dynamics CRM that allows CRM users to get immediate support from experts through screen sharing and chatting tools.
What do users do when they don't know how to perform a particular task in Microsoft CRM?
They can turn to the built-in Microsoft CRM Help, look for the solution on Internet, submit a case to the Microsoft CRM partner's web site, send an e-mail to the Microsoft CRM partner's technical support or finally call their support service. But none of this will provide them with an immediate solution: the built-in Help might not contain the necessary information, searching for the solution on Internet and waiting for an answer from the Microsoft CRM partner's web site might be time-consuming, the phone line of the support service might be busy and en email will not provide interactivity.
What is so special with OnlineHelp solution?
With OnlineHelp as soon as a Microsoft Dynamics CRM user faces a problem she or he clicks the OnlineHelp button and a support person will initiate with the user a chat or a screen sharing session immediately. What is important here, the user starts chatting and interacting with a competent person with no need to leave the CRM window and open any other programs.
So, why OnlineHelp?
Because with any problem CRM users immediately get direct help from experts in the most convenient way.
The benefits of OnlineHelp:
Help is provided in real-time Support can be performed instantly. Whenever a user encounters a problem, the support team is ready to help him out.
For end users everything is done within Microsoft Dynamics CRM Since the chat is seamlessly integrated with Microsoft Dynamics CRM the communication for the end user will be totally transparent.
Links can be sent and opened naturally within chat Chat is the real channel of communication. Usually, a link to the right document is what a user really needs.
Built-in screen sharing session support This instrument provides an ability to share the contents of the computer screen with other remotely-connected users. The support team can fully assist users in solving an Microsoft Dynamics CRM problem as if on-site.
Support can be performed by remote teams CRM customers can be supported worldwide. All the communication can be done remotely.
Key Features
One operator can chat with 10+ Microsoft CRM users simultaneously.
Configurable business rules engine selects the best available support person for each session.
An operator can redirect chat sessions to other operators depending on specific areas of expertise.
For each chat session a case and a service activity in conjunction with the chat history can be created in Dynamics CRM of the CRM integrator.
The operator can use any client from a range of available XMPP clients such as Miranda or Psi.
Built-in screen sharing session support.
The operator can work on PC as well as on Smartphones.
Chat operators can be imported from the users of the integrator's Microsoft Dynamics CRM.
Links can be sent and opened naturally within a chat windows.
Available with source code.
Open architecture to implement custom chat commands for operators.
