HOBOKEN, NJ – June 26, 2006 – Thus far the acceptable response time for technical support was measured in hours. Today’s announcement from eMazzanti Technologies raises the bar with the introduction of Live Remote Assistance so that customers can receive answers to their technical needs faster and from a geographically boundless area. Additionally, Live Remote Assistance reduces technical customer service response times by over 50% and virtually eliminates on site work and travel time. In essence ask yourself if your firm, an associate or you would like a speedier resolution to a technical support problem. When the answer is yes then Live Remote Assistance tool in combination with eMazzanti’s staff is the answer. With the live remote-assistance tool, a member of eMazzanti’s support team can view your desktop and share control of your mouse and keyboard to get you on your way to a solution.
According to Carl Mazzanti, CEO of eMazzanti Technologies, “customer service is the foundation of our organization. The ability to respond to customers’ needs, interact with their session and close off an issue or provide an enhancement to their system is an important part of our service.” Live Remote Assistance begins when a user requests the service. Once the user connects, a prompt appears to download a small, self-installing plug-in, which allows your support representative to view your desktop and share control of your mouse and keyboard. At any time during a support session, the user can take control of the computer with simple movement of their mouse. The user is essentially in charge at all times.
Live Remote assistance is so efficient that the average engineer at eMazzanti Technologies opens 11 Live Remote Assistance sessions a day. These sessions typically have a request to close time of under 30 minutes. Compare this to the days when a customer had to wait an hour or more for an engineer to arrive on site or to simply ask questions of the customer and have that customer walk thorough the troubleshooting steps. The inefficiencies of typical support which are removed by this service are astounding and provide a customer experience unmatched for small businesses.
In addition to providing support eMazzanti polls its customers for feedback on each session. The measurement is based on a five point scale. Each day eMazzanti strives for a perfect 5 on the day’s events. The staff at eMazzanti is further measured on their customer satisfaction and performance on calls. This obsession to customer service has lead to over a 98% customer retention rate since the company was founded in 2001.
All told Live Remote Assistance is the answer to efficient technical support. This support continues to enhance eMazzanti’s customer satisfaction, attract new customers and retain those who use the service today. In the months to come the service will continue to get better with enhancements that eMazzanti will announce shortly.
For more information, press only:
Jennifer Shine, eMazzanti Technologies, (201) 360-4446
View the Release on PRWEB:
http://www.prweb.com/releases/emazzanti/lra/prweb402795.htm
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