According to Swedish multinational Company, Ericsson, 1.9 million people in the world are using smart phones in 2013. International Data Corporation reported that the shipment of smart phone in 2013 is over a billion. Our daily life is changing rapidly with all these new mobile devices.
The customer support for mobile device has been increasing and its importance has been emphasized. For a better customer support, it is necessary to use Mobile Remote Control Solutions. However, there is a security risk to personal information of the customer.
WizHelper is Web based Mobile + PC Remote Control Solution specialized in security. With this program, you can protect your customer's privacy and increase reliability of your corporation. Try WizHelper! It will put a smile on your customer's face and bring the work efficiency to your corporation.
| • | WizHelper protects the personal information perfectly during Remote Control Service with our specialized technology. [Security Method For Remote Control Service] (Patent No. 10-2013-0085980) |
| • | An agent can deal with a maximum of 6 customers simultaneously so WizHelper can reduce waiting time of the customer and increase work efficiency of the agent. |
| • | With our virtual remote video driver technology, you can remote control fast and smoothly. |
| • | Wizhelper offers many functions for remote control such as Drawing, Send URL, File Transfer, View Process Info, View Hardware Info, View Software Info, Screen Capture, Recording, Session Transfer and Chat. |
| • | Simply DRAG & DROP to send files and folders. |
| • | During the file transfer, the agent can proceed the session, use other functions of remote control and check the progress of transferring and the transfer log. |
| • | The agent can switch to the other session without ending the ongoing session. So the agent will be able to support other customer first and then come back to the previous session. |
| • | If the agent finishes the session, they will get back to the Agent Program's standby page. They can still add new customers and provide remote control service without ending ongoing session with customer. |
| • | Switch between 3G, LTE, LTE-A and Wi-Fi without disconnection. If a customer connects to the service with 3G, LTE, LTE-A, they can switch to Wi-fi during the session. |
| • | On the Administrator Page, you can see all the detailed statistics of customer support. All statics can be seen by agent, by time, by OS and etc. All data can be extracted as excel files. |
| • | You can also set groups, issue type, business hours and holidays on the Administrator Page. |
WizHelper has all the necessary functions for Remote Control Service. Intuitive icons and user interface has been applied to improve the work efficiency of the customer service agent.
(The screen below shows PC to PC Remote Control connection. Mobile remote control functions are basically the same but there are some functions which are specialized only for mobile remote control.)
Move your mouse cursor over the menu, you can see the detailed functions.
Capture the screen of customer's PC and save it as image file (*.jpg) on Agent's PC.
Record the session and save it as video file on Agent's PC.
Record the session and save it as video file on Agent's PC.
You can play the recording file.
The agent send URL to Customer's PC and open the URL on it.
File transfer is to transfer the files between Agent PC and Customer PC.
Run a certain programs on customer's PC.
Automatically connect with the agent after rebooting the customer's PC.
You can draw lines, shapes and arrows with different colors and thickness easily.
You can change the resolution and see the clear image.
Refresh the screen of Customer if there is afterimage phenomenon.
You can Zoom in the screen of the customer's PC.
You can Zoom out the screen of the customer's PC.
Scale the size of the customer's PC screen to fit in Agent's PC monitor.
Maximize the customer's screen to full screen of agent's PC.
Select either Fast mode(DRV) or Slow mode(GDI) that is suitable for the customer's PC environment.
You can transfer the session to other agent or you can share the screen with Senior agent to get advice for the session.
CSA who got a call from customer runs "Agent Program" and inform the customer 4 digit connection number.(If CSA is helping another customer at the moment, push [Stand-by] button)
Send SMS to customer so that the customer can install Mobile Helper app. When the customer starts the app, he or she have to put 4 digit connection number that CSA informed and tap [Agree] to start.
When CSA accept the request for the Remote Control, Safe Security Remote Control starts. CSA can help the customer easily with various and convenient functions.
When the Remote Control Ends, Tap [End]. CRA can fill in support record and the customer can choose service quality satisfaction.
CSA who got a call from customer runs "Agent Program" and inform the customer 4 digit connection number. (If CSA is helping another customer at the moment, push [Stand-by] button)
The customer goes to WizHelper service page that the CRA informed. Click the standby number icon or enter the connection number and click the remote control request button.
When CSA accept the request for the Remote Control, Safe Security Remote Control starts. CSA can help the customer easily with various and convenient functions.
When the Remote Control ends, Click [End] button. CSA can fill in Support Record and the customer can choose service quality satisfaction.
| Server | Customer Service Agent's PC | Customer's PC | Customer's Device | |
|---|---|---|---|---|
| OS |
• Apache tomcat 6.0 • jdk 1.5 • Every Platform |
Window XP/Vista/7/8 | Window XP/Vista/7/8 | Every device of Android 2.3 or more |
| DB | PostgreSQL | |||
| Server | Customer Service Agent's PC | Customer's PC | Customer's device | |
|---|---|---|---|---|
| CPU | Quad-core 2.0 or more | Pentium 4 or more | Pentium 3 2.0 GHz or more | Every device of Android 2.3 or more |
| MEMORY | 8 GB | 1 GB or more | 512 MB or more | |
| HDD | 300 GB | 10 MB | 4 MB |
