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Dell launches remote help

Tuesday 03 October, 2006

Dell has announced the introduction of new technology that will enable support staff to take over control of a customer's computer from a remote location to help solve problems.

The remote support tool will enable service and support agents to quickly resolve problems that are actually simple, but affect performance.

Such problems, according to ComputerWeekly, will include the likes of incorrect settings or absent software for printers, scanner or other peripherals, which means customers will be back printing quicker than ever before.

This should improve on the generally used support lines for IT companies, where customers often struggle to explain problems or solutions aren't easily carried out without having the screen available.

The support staff will use one-off security codes that expire after a short amount of time, meaning the service is secure.

ComputerWeekly notes that BT recently launched a similar service, providing its customers with a team of advisers to contact who have remote access.


© Adfero Ltd

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