Minneapolis, Minnesota – (The Hosting News) – April 26, 2006 – Internet service and hosting solutions provider, US Mac, is using Yugma, Inc.’s LetsPowwow to deliver remote technical support.
According to the company,
part of US Mac’s tech support services include assisting customers with solving various technical issues, such as setting up a new e-mail account or troubleshooting a network connectivity problem. In the past, to solve these problems, it often required a service technician to visit the customer’s home or business, which could cost US Mac considerable time and travel expense.
US Mac, upon learning of the platform independent communication and desktop sharing capabilities of LetsPowwow collaboration software, realized the potential for using the LetsPowwow real-time online communication tool as a way to solve their customers’ problems remotely.
US Mac CEO Wayne Wenzlaff commented. ”LetsPowwow allows us to support any customer, whether they use a Mac or a Windows PC, and regardless of which web browser they prefer. Even if we’ve never spoken in person with a customer, with LetsPowwow, we can help them solve their problems within minutes. It has cut our need to do on-site support calls by one third.”
Mr. Wenzlaff continued, ”Many times it saves me a trip to the customer. Very frequently, the problem is something that can be solved in five or ten minutes, if only we could be sitting at the customer’s computer. LetsPowwow lets us do that in a virtual way.”
By using LetsPowwow’s shared desktop capability, US Mac’s tech support team have the ability to see exactly what the customer is seeing, even though they’re not in the same room. The software’s built-in chat functionality also provides a convenient way for US Mac’s support team to freely communicate with its customers.
According to the company, LetsPowwow allows a user to give control of their computer to another person participating in the same LetsPowwow session. This allows Us Mac’s tech support team to take direct control of a customer’s computer and adjust any settings necessary to get the customer’s Internet service working correctly. In many cases, this has proven to be a much simpler solution than trying to guide a customer step by step through a complex procedure over the phone.
LetsPowwow’s platform independent design is another key feature for US Mac. Mr. Wenzlaff added, ”While we are a Macintosh focused company, some of our customers are using Windows. Because LetsPowwow isn’t tied to any operating system, we don’t need to have a Windows PC on our end to help a customer solve a problem on their Windows PC. We just use LetsPowwow to connect their PC with our Mac – we can see everything the customer is seeing on their screen and help them fix their problem. Our customers are quite amazed by the software’s capabilities.”
Lingaraj Mishra, Founder and Chief Executive of Yugma, which owns and operates LetsPowwow added, ”I am very pleased to see US Mac is having great success in using our online meeting tool for remote tech support. Remote tech support is the future and weâ€™re thrilled to be part of it.”
US Mac is an Internet service provider specializing in providing hosting solutions, Internet access, and technical support for Macintosh users. US Mac currently hosts over 400 web domains.
Yugma was founded in 2003 and designed LetsPowwow for individuals and small businesses, and is a free online collaboration software tool for net meetings, distance learning, remote tech support, webinars, and online presentations between one and ten attendees.
To learn more about
LetsPowwow, please visit: www.letspowwow.com.
For more information about US Mac, please visit www.usmac.net.