Business management software developer ConnectWise unveiled a new feature this week for MSPs.
ConnectWise Chat & Remote Control provides chat, clientless remote control capabilities, and automatic ticket generation within ConnectWise PSA.
ConnectWise Chat & Remote Control is a joint development between ConnectWise and the cloud-based remote support and IT automation software developer NTRglobal. The solution is designed to “enhance the client experience,” according to ConnectWise, increase profitability, and “improve help desk employee performance by enabling technicians to assist multiple clients simultaneously.”
“ConnectWise Chat & Remote Control provides technicians with the ability to respond quickly to requests and track each session,” says ConnectWise CEO Arnie Bellini. “We are confident it will help our partners deliver exemplary support and enhance their valued client relationships.”
For NTRglobal’s part, the company’s CEO Gilles Samoun says “research shows that phone-based support is nearly four times as costly as chat-based solutions.”
Samoun adds, “Client chat sessions reduce overall support costs and automatically track all session details for total accountability.”
Features of ConnectWise Chat & Remote Control include:
- Chat Session Tracking — Each session is recorded, complete with transcript.
- Clientless Remote Control — MSPs can use remote control to resolve problems across Windows, Mac, and Linux.
- Time Capture — Session times are automatically entered on the ticket and available for billing and measurements.
- Secure Communication — Encryption helps keep communications private, and data is secured, with a clear audit trail.
Chat & Remote Control are part of ConnectWise’s suite of business automation and IT integration tools, including IT service software, quoting tools, application development, and consulting. For a complete list of products see www.connectwise.com/products.php.