To get an issue resolved. You remember? You were already stressed out with your dilemma, and you may not have fully understood the
tech lingo and directions that the tech was throwing your way. Well, now all that frustration and confusion can be a thing of the past.
Companies like Dell are investing in much better support technology to resolve customer issues in a quicker more efficient manner. Remote assistance tool is a tool where the tech support agent takes control of the customer's computer.
And why would a customer want this? If the tech support person is having to do technical things and the customer doesn't feel comfortable or willing or they feel uneasy, the tech support person can take over the customer's computer and perform X, Y and Z to fix the problem.
Before DellConnect, the tech support person would ask the customer to do, go into your registry, go into your control panel, change your configuration settings, and oftentimes the customers just aren't tech savvy enough to do that. And the customer would say, what? Where is that? I'm clicking on this. And the tech support person wouldn't have any idea what the customer is looking at.
So the beauty of DellConnect is that when you have a nontechnical customer the tech support person is able to take over the customer's computer and to do lots of technical things much more quickly than if DellConnect did not exist.
Whenever a customer has a problem, they have anxiety. And they're frantically trying to get a tech support person, hopefully they get a tech support person that they can understand, and they're hoping they can understand what the tech support person wants them to do.
So whenever they end up in a DellConnect session, that anxiety just goes out the window because the tech support person is able to do virtually everything that he could do if he were sitting right next to the customer. What's awesome about this tool is you can get tech support from anywhere, wearing anything, and not have to deal with the hassle of taking your PC to a repair shop, saving you both dollars and hours.
A session can be initiated by a technician a number of different ways. Take a look. There's three ways that a customer contacts Dell. Phone, mail and chat.
If the customer chooses to contact Dell via phone, chat, they get a tech support person on the line, and depending upon the situation, if the tech support person feels it's appropriate for a DellConnect session he'll recommend it to the customer and the customer agrees.
And the tech support person, if it's on the phone, says, okay, customer, go to www.dellconnect.com, and that's where the customer will read the terms and condition and agrees.
If the customer had contacted Dell tech support via chat, well, then the chat tech support person can just push out the URL to the customer so all the customer has to do is click on the link and it goes straight to the dellconnect.com site. So in either case, the customer reads the terms and conditions and clicks agree, and downloads a very small file to his system.
With broadband, it probably is two to three seconds. With dialup, it could be a minute or two. But it's very small and very quick. And then once the software is on the customer system, he opens it up and the tech support person gives the customer a PIN. And the customer puts in the PIN and their computers are connected via the Internet. And at that point in time the tech support has full control over the customer's system. DellConnect is used globally. 24 hours, seven days a week.
We have approximately 175,000 DellConnect sessions every week, and that will increase substantially with DellConnect 2.0. We easily anticipate having over ten million sessions in the next year. So if you have an issue and don't want to pick up the phone, go to this website, www.dellconnect.com. You'll need to get your service tag number beforehand so you can help the agent track your computer in their system.
Select Contact an Agent for a DellConnect session. Click on Technical Support, and I'm going to choose to chat online with technical Technical Support. Here you'll enter your Service Tag number and begin chatting with an agent online momentarily. If the agent sees the need to start a remote session, then they'll send a URL link for you to download the software and accept the terms of the session.
