1&1 Internet, Inc. has added a new dimension to its customer
service offering with the introduction of Netviewer – a cutting-edge technology
that allows the companyÃƒÂ¢Ã¢â€šÂ¬Ã¢â€žÂ¢s support team members to establish a secure connection
with a clientÃƒÂ¢Ã¢â€šÂ¬Ã¢â€žÂ¢s computer to provide real time troubleshooting and assistance.
Available to all 1&1 customers at no charge, Netviewer gives 1&1 support staff
unprecedented interactive service capabilities. Through a simple on-demand link,
1&1 representatives can literally view a userÃƒÂ¢Ã¢â€šÂ¬Ã¢â€žÂ¢s computer screen on their own
monitor during a service call to quickly and efficiently provide virtually any
manner of assistance. For the customer, the process is as effective as having a
support specialist on site.
"Netviewer is one of the most powerful customer service tools available," said
Andreas Gauger, 1&1 chairman of the board. "Allowing support team members to
actually see in real time what a customer needs help with maximizes our ability
to quickly provide the best solution and makes the support process much more
efficient for both parties. WeÃƒÂ¢Ã¢â€šÂ¬Ã¢â€žÂ¢re very excited to offer this unique service
because it serves as an example of our commitment to giving customers the best
Netviewer assistance is initiated when a customer calls a 1&1 support team
member and is given a special session number. The customer then starts the
Netviewer program online and enters the number. The support representative will
then be able to view the userÃƒÂ¢Ã¢â€šÂ¬Ã¢â€žÂ¢s screen through a secure connection for as long
as the client wants the agentÃƒÂ¢Ã¢â€šÂ¬Ã¢â€žÂ¢s assistance. Agents cannot alter the customerÃƒÂ¢Ã¢â€šÂ¬Ã¢â€žÂ¢s
Control Panel and have no access to any other content on the clientÃƒÂ¢Ã¢â€šÂ¬Ã¢â€žÂ¢s computer.
In terms of security, Netviewer works in a similar way to the
clearance methods developed by leading businesses for telephone/online entry
systems that connect to sensitive information on bank or customer accounts. It
provides a completely secure connection between the customer and the support
agent. A VeriSign Certificate assures that Netviewer is original software and
certifies that all communication comes directly from 1&1 and that no third party
is able to access the information exchanged. In addition, every Netviewer
session is encrypted through a 128-BIT connection, the official SSL standard.