New CrossTec ResQRemote Helps Organizations Engage Users with On-Demand Support, Screen Demos and Live Text Chat

Free web chat utility helps sites be more interactive and productive

BOCA RATON, Fla. November 28, 2006 –CrossTec Corporation (www.CrossTecCorp.com) has released ResQRemote, a user interaction solution based on a web text chat utility that any organization can add to their Web site. If an end user needs additional assistance, ResQRemote provides optional on-demand remote control and the ability to push out real-time screen demos for training and pre-sales presentations. ResQRemote also provides operator scripts, exit surveys for feedback, hardware and software inventory reports, a management console and more.

ResQRemote’s chat tool includes an easy-to-install Web chat button which lets visitors see if operators are available to answer questions. Organizations can set up various departments to accept text inquiries such as tech support, sales or shipping. The solution also enables one operator or department to pass off a text session to another staff member.

“By adding the ResQRemote chat button to a site, organizations can reduce shopping cart abandonment by quickly answering sales questions. This helps increase customer satisfaction by engaging them in live support discussions,” said David Richards, president of CrossTec.

From the chat window an operator can easily send the user a link which enables them to download a temporary, self-extracting file which will provide a one-time remote control session. A technician can then monitor the user’s screen or take full control of their keyboard and mouse to fix problems as if they were seated at the remote PC. ResQRemote does not require software installation or firewall configuration on the end user’s side. Besides remote control, ResQRemote also permits the technician to transfer files and instantly inventory and see what hardware and software is installed the remote PC.

According to Richards, whose company has been in the remote control business for over a decade, “Our customers tell us that providing remote support to users increases first-call resolution rates by as much as 70 percent, saves them thousands of dollars in reduced over-time and travel and dramatically increases overall customer and support technician job satisfaction.”

Besides helping support departments become more productive, ResQRemote also improves the sales process. Using ResQRemote, operators can engage customers directly by using live chat. According to Richards, “Our live chat solution helps you communicate directly with visitors while they are still on your site and prepared to buy. You get a chance to explain new features and promotions, manage buying objections and convert visitors to customers.” ResQRemote also provides an optional feature that permits the operator to push out their screen to a user for a real-time presentation.

ResQRemote’s real-time screen demos are ideal for scheduled or on-the-fly presentations, project collaboration and training. Besides saving time and travel, ResQRemote’s live screen broadcasts increase participation and interest. Demo sessions are easy to set up and users can be viewing slide shows, files or applications in under two minutes. The operator can also mark up a screen to highlight important items.