SupportSpace Online Tech Support Adds New Features

As ever, here at SupportSpace our focus is on giving the best support on all technical and PC problems and so we are constantly working to improve our service.

Here are some of the latest updates released this week:

Messaging Capabilities (Example)

It is now possible to communicate with our experts through the new SupportSpace messaging service. On the homepage, there is a new option to “leave a message” which can be found under the “connect now” button. This can be used when you see that the expert is busy or offline or if you just want to say something even if they are online but you do not want to run a full session. This system is also useful for experts to follow up with customers and to consult with other experts within our community. You can also leave a message directly from the expert store page and you will be notified when your expert replies both through a message indication on the top right of the page next to your login name and by email.

Session History (Example)

There is a new option available for you to see details of all your previous sessions on SupportSpace. It can be found after logging in under My Account >Session History and the information can be accessed by date, status or type.

Feedback (Example)

Once a session has been completed, you are asked to fill out a feedback form rating various aspects from 1 – 5. On some occasions, it may be useful to have an option of filling in this form at a later date which you can now do through the new “Add Feedback” link on the Session History page. In the section named “Solution Report”, you can also read all about what the expert did and how he solved the issue, meaning you can now refer to previous cases should the same problem recur.

Pre-Booked Sessions

We have introduced a new service which allows customers to return to their original expert as they will appear online only for you. This will be particularly useful if, for example, you are in the middle of a session and need to reboot your computer. Previously, by the time you were back online, your expert may have taken another call and therefore would not have been available to continue the session with you. With this new service, the expert will appear busy to everyone other than you and as soon as you are ready to continue your session, you simply re-connect to resolve your issue.

We are already working on the next round of upgrades and look forward to sharing them with you soon.

Comments

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