1 and 1, the worldÃƒÂ¢Ã¢â€šÂ¬Ã¢â€žÂ¢s number one web host have recently optimised their customer service by using Netviewer software solutions.
Distributed in the UK by Avanquest UK, Netviewer desktop sharing, remote support and web-conferencing software enables enterprises to increase productivity, improve operational efficiencies and reduce costs by facilitating the sharing of information in real-time, via the internet.
1 and 1 Internet AG in Germany receive a large volume of calls from customers every day. Whether it is setting up dial-up networking, e-mail, or DSL routers, by using Netviewer, customer service operators are able, whilst on the telephone, to view the customerÃƒÂ¢Ã¢â€šÂ¬Ã¢â€žÂ¢s screen, check computer settings, follow individual steps, identify problems, and provide a solution – all in real time. Problem solving is quicker and simpler, thus saving costs and increasing the satisfaction of both customers and employees.
1 and 1 have implemented Netviewer to their call centre in Germany. Thomas Zimmer, 1 and 1 Vice President for Customer Care and Billing Service says “Netviewer is an established supplier. The product completely fulfils our requirements.” He goes onto say “Netviewer has provided a clear increase in the value of our support. Both our customers and our company benefit equally from the fact that we can now respond to customer support requests even quicker and more efficiently than before.”
Netviewer specifically developed a 250KB program for 1 and 1 which could quickly and easily be downloaded from www.1und1.de/netviewer and is ready for use within seconds. A six-figure random code is generated by the software, which the support employee passes verbally by phone. Once the user has typed this code into his computer, Netviewer establishes a secure connection to the support PC. Every session is secured with Blowfish 128-bit encryption, as used by the SSL standard. The randomly generated connection number ensures that only the 1 and 1 consultant has access; third parties are fully excluded. 1 and 1 does not wish to make any changes to the customer’s computer; consequently, the employees do not have remote-control rights. Assistance is offered simply with the help of the pointer. If the user wishes to terminate the Netviewer session, this is easily done at any time with the ÃƒÂ¢Ã¢â€šÂ¬Ã‹Å“ExitÃƒÂ¢Ã¢â€šÂ¬Ã¢â€žÂ¢ button.