Control-F1 Provides eSupport Statistics System

Control-F1, the eSupport software company, announced that its solution now includes a comprehensive eSupport Statistics System that aids in the analysis of Web-based helpdesk performance.

The statistics, which are generated automatically, provide clients with summary and detailed information for desired date ranges and specific groups of technicians. The statistics system generates a substantial amount of detailed information, including:

• A breakdown of total incidents
• Average length of calls
• Session times
• Customer name and company name
• Technician who handled the incident
• The initial support question
• The ability to sort by searching for keywords in the support question, the customer's name and the customer's company.

"We wanted to provide our clients with hard numbers to effectively evaluate their Web-based helpdesk operations," said Vinay Gidwaney, CTO and co-founder of Control-F1. "As well, we recognize the importance for our clients to be able to measure and calculate the ROI of their eSupport initiative."

Control-F1 Saves Time & Increases Client Satisfaction

Control-F1's Diagnostic Tools provide the automatic retrieval of diagnostic information, which reduces session time and inaccuracies associated with lengthy verbal instructions and explanations. The resulting increased customer satisfaction leads to repeat business. As well, the background nature of the Diagnostic Tools (and the Advanced Tools) allows the technician to fix problems while the customer continues to use their computer normally. This results in less downtime for the customer, which translates into an enhanced support experience and increased savings.

Control-F1's Advanced Tools include directory and file transfer functions, that provide the ability to save and execute solution sets. Quick problem resolutions free support resources that can be allocated to other incidents and tasks.

Control-F1's Communication Tools provide the platform for Web-based communication between the technician and the customer. This reduces telephone expenses and leads to increased customer satisfaction.

Control-F1's Desktop Sharing Tools provide remote control capabilities, which eliminate the need for long verbal explanations and on-site support. Furthermore, the customer can observe the support process. This higher level of understanding decreases frustration and repeat calls, which improves overall satisfaction.

Control-F1's QSystem has an intelligent routing capability that saves time and resources by routing incidents to the most appropriate technician. As well, the QSystem saves the time and the frustration of being placed on hold, which in turn improves customer satisfaction.

Control-F1's integrations with Helpdesk Incident Tracking Systems automatically generate and store a log of actions taken during the support session into a generated ticket, which eliminates the time and costs associated with manually transcribing session information. Additionally, the information collected allows for detailed trouble ticket and statistical analysis as well as knowledge creation. This facilitates the helpdesk's overall improvement, thus enabling more effective service delivery and increased customer satisfaction.

About Control-F1

Control-F1 is an eSupport software company that empowers helpdesks with the ability to deliver live technical support via the Internet. An extensive set of secure web-based communication, diagnostic, system management and desktop sharing tools equip support technicians to solve problems faster and more effectively.

The need to provide exceptional technical support has become a critical requirement in building customer relationships. Control-F1 helps enhance customer satisfaction and brand reputation, while decreasing the cost of support and increasing overall profitability.

Contact Deanna Blake, Marketing Associate Control-F1, 403-670-2710, deannab@control-f1.com