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The Unique Advantages of RHUB Collaborative Remote Support servers |
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The unique advantages of RHUB collaborative remote support servers over other competing remote support products are:
- Collaborative support and knowledge sharing:
The RHUB system allows up to 10 participants in one support
session. This turns a remote support session into a fully
interactive web conferencing session, which dramatically
facilitates the speed of collectively resolving the most difficult issues and conducts real-world case based training for
new support staff.
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- Support cases requiring third parties involved,
for example, a software vendor such as Microsoft
- Support cases requiring senior support staff or
managers
- Support cases requiring engineers to debug in
real-time
- Training junior support staff using the
real-world support cases
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Collaborative Support
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- In-session online training: The support agent can
change to the online training mode anytime during a support
session. Many support issues come from customers' lack of
product knowledge. An instant training session helps to
prevent many issues from happening in the future and saves
in support costs. In addition, this improves customer
satisfaction and increases sales because your customer has a
better appreciation of your product functions.
- Guaranteed connection: Many organizations either
lockdown their employee desktops so that the employees
cannot install any software, or block unwanted Internet
connection to comply with their most restrictive firewall
policy. Because of those strong security measures, you may
not be able to connect to users’ desktops using competing
remote support products.
The RHUB
products have resolved the most difficult connection related
issues at three levels:
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| Level1:
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RHUB has introduced a special technology that installs
the RHUB client software in lockdown computers. Ensuring client software
installation is the first step toward a successful remote support
session. |
| Level2: |
After installation, the most difficult technical
challenge is to ensure the connection of client software to the server.
Because a user can configure his firewall to block any type of traffic
at will, no vendor including RHUB can guarantee firewall traversal for
remote control of a customer computer. The difference is a competent
vendor can deliver much higher level of firewall traversal success
ratio.
RHUB is one of very few vendors in the industry that have
mastered the most difficult evolving firewall traversal technology. Just
test competing products with your customers who you believe have the
most restrictive firewalls, for example, banks, federal and state
government agencies, the Fortune 500 companies, etc. You will find
most competing products do not let your customers join your support
sessions because of the blockage of their strong firewalls. |
| Level3:
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If client software download or connection
to servers is blocked by users’
firewalls for whatever reasons, all competing products
will stop working.
However, with the RHUB's patent pending Universal Attendance
technology you can still invite your customers to join
your support session by using a browser on any platform
(Windows, Mac, Linux, Unix or iPhone) to view your
desktop. This view-only attendance is guaranteed and the
RHUB system allows you to show your customers how a
computer application should work. This facilitates communications with your customers on issues. While this one-way
view-only function does not provide the full remote
support capability, it can help resolve many issues that
cannot be resolved by telephone alone. |
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