Chat sessions provide fast, personal problem resolution. Sessions are streamlined with pre-scripted greetings, answers to common queries, and Push URL (opens a browser window to a specific page on the customer’s computer). Customers can request chat logs for future reference while Operators can save logs to the incident history in the Helpdesk module.

Proactive Chat invites Web page users to a chat session after they’ve been browsing for a predefined period of time. Operators are able to helpfully intervene, offering assistance to clients or potential customers that have proven interest through an extended web visit.

By drawing, writing or highlighting areas on the customer’s screen, Operators quickly explain problems and how to resolve them. Text boxes easily created and placed next to the screen elements they describe and explain. Colored lines highlight elements or areas while click-and-place pointers direct the user’s attention.

Operator initiated sound alerts attract the customer’s attention and direct it towards problem or resolution explanation. This feature improves communication and allows customers to engage in other activities while the Operator is at work, knowing they’ll be called to attention when needed.

Chat, voice (VoIP) and video provide a powerful portfolio of communication techniques that heighten support effectiveness and the support experience. Customers can select from communication options to accommodate their bandwidth and connection capacities.

Customer-facing elements of NTRsupport can be branded with any corporate identity. Multiple brands can be applied to chat windows to show identity associated with the application being support. Click-to-chat buttons, e-mail signatures, surveys, and other features can also be branded.