|
LiveRepair.com has introduced an unrivalled multilevel remote help desk solution for its corporate clients with the release of TekDesk 3.5. TekDesk 3.5X is the new generation of its help desk software and represent the culmination of a two-year dedicated development effort by LiveRepair.com's R&D team to deliver a high-quality, yet affordable outsourced technical solution for companies of any size, especially having in mind small- and mid-sized system builders and integrators, VARs, and IT consultants.
The key difference of TekDesk 3.5X from its predecessors is that it enables multilevel, multilocation help desk configurations. The introduction of a multilevel TekDesk system is a major improvement in providing LiveRepair.com's partners and clients with an outstanding support solution. IT support companies and IT support departments no longer need to solve the dilemma whether they need to outsource some levels of IT support or purchase or lease remote access tools to provide remote support by in-house technicians.
The new features of the TekDesk 3.51 suit perfectly well those companies that would like to add their own help desks to augment the 24/7 TekSource technical support service provided by LiveRepair.com. With TekDesk 3.51, LiveRepair.com's partners are now able to use two or more levels of customer support. On the first level of the new TekDesk suite, LiveRepair.com's partners are guaranteed a superior quality diagnostic and troubleshooting service on software and hardware products supported by LiveRepair.com's TekSource service, such as operating systems and office applications. While call escalation was introduced in version 3.2, now partner companies can utilize the same troubleshooting tools that are used by TekSource technicians to provide higher-level support to their clients.
Whenever a customer's question falls outside the list of products supported by the TekSource service level agreement (SLA), the second support level provided by a LiveRepair.com partner takes on the case. Therefore, LiveRepair.com specializes in so-called Tier 1 support, while LiveRepair.com's partners handle requests that are related to the products that fall outside the scope of the SLA, such as proprietary or unsupported accounting software, for example, or require higher-level, so-called Tier 2 support. "The Tier 1 and Tier 2 support levels together create a unified working environment and workflow in one integrated system," says Vitaliy Bandura, LiveRepair.com's Chief Software Architect. As a result, companies using TekDesk 3.51 will double the confidence of their clients in obtaining instant, high-quality help desk service and broaden the spectrum of supported hardware and software.
As well, TekDesk 3.51 can be used by other companies on an ASP basis as a standalone application to enhance productivity of their IT support departments.
The best features of the preceding versions were incorporated in the TekDesk 3.5X series. IT companies that need to accept online payments for remote support services can use LiveRepair.com's secure payment gateway. All private-label help desk installations feature an extended list of customization options, which insures that the end-users of support services are under the impression that the service comes directly from the partner. LiveRepair.com now also enjoys the benefits of the improved online tracking and reporting system, which leads to better overall help desk utilization.
"The new TekDesk suite is dedicated to satisfying the remote support requirements of the grossly underserved segment of small and medium IT companies, such as VARs, IT consultants, ISPs, system builders and integrators, software developers, and OEMs," says Larry Sheremetyev, LiveRepair.com's Director of Business Development, Marketing and Sales. "By offering TekDesk 3.51 to the IT help desk market, LiveRepair.com has been aiming at bridging the gap between standalone help desk solutions and personalized, face-to-face IT service. To our clients and partners, it means killing two birds with one stone: a premium 24/7 IT support service plus great ASP-based remote support tools for use by their IT staff. TekDesk 3.51 offers unmatched possibilities to our corporate clients in totally satisfying their customers' instant support needs."
TekDesk 3.51, bundled with the state-of-the-art TekLink client-side module, is available for partner companies of virtually any size and resources, since LiveRepair.com currently does not charge any upfront fees and provides partners with full customization of service.
|
For immediate release
LiveRepair.com, founded in 1999, provides cost-effective 24x7 PC technical support and maintenance services online for individual users and enterprises, licenses its remote support software on a leased basis to IT companies and departments, as well as offers outsourced software development and Web design services to businesses worldwide. Combining proprietary automated remote PC diagnostic software with high-quality technical support from experienced support experts, LiveRepair.com offers round-the-clock service at affordable prices. LiveRepair.com pays special attention to the needs of small office/home office users (SOHO), small- and medium-sized enterprises (SMEs). The outsourced support service, TekSource, is available on a private-label basis to companies that have IT support needs. The TekOffice remote support suite is available for use on ASP basis as well.
