I’m OnCall is a cost-effective, secure online help desk software which allows organizations to offer remote support over the Internet to their customers. The two flavours of I’m OnCall are the free version and the paid version. So what is the difference between the two?
Free Version Features:
Remote Control
Paid Subscription Features:
Remote Control – As a support agent, nothing is more effective than temporarily taking remote control of your customers’ computers to resolve their technical issues. In addition to controlling the screen you may also do remote file transfer.
Live Chat – This essentially can eliminate your customer service phone lines. Your customers can submit live chat requests through a queue (clicking the Live-Chat button on your web site embedded with an URL given to you by I’m OnCall). Your agents simply pick up requests and perform real-time live chat with the customers via the Internet. Your customers may leave call-back requests if the queue is busy.
Simultaneous Live Chat session – Agents can chat with many customers at the same time.
File transfer – Provides the interface to transfer files and folders between your local computer and the customer you are supporting (the Remote Computer). Select the file(s) or folder(s) you wish to transfer from either the Local or Remote Computer window pane by selecting the file(s) or folder(s) icon, and then drag and drop to the appropriate folder of either the Local or Remote Computer. You can select one or more files in the same folder. You can also delete file(s) and folder(s) or create new folders on either of the two computers.
Branding (banner, photo, etc.) -A wide range of customization options including customizing your banner, agents’ photos, etc. on the support session page are available in I’m OnCall.
End-of-session survey – At your option, I’m OnCall can conduct a Customer Satisfaction Survey for you after each Live-Chat session. Information such as speed, knowledge, politeness, communication, effectiveness, and whether issues have been resolved can be collected. You can effectively use these statistics to measure performance of your agents.
Detailed support log and history – Under the History tab, you can view all your closed Incidents or establish some search criteria. Create your search criteria and click “Search”. All filtered records will be displayed. This is very useful when you need to create reports on the remote control activity services that you have provided to a particular customer.
Shareable license – All you will be paying is a low monthly/annual connection license fee. There is no limit on the number of agents you can set up to share the licenses as long as the simultaneous connections do not exceed the number of licenses subscribed.
Central administration – After logging into your I’m OnCall account you will see the Menu tabs located at the top of each screen. The menu tabs allow you to navigate I’m OnCall easily and are presented based on your assigned user privileges. This gives you a centralized view of all the settings and features of I`m OnCall.
In summary, the free version benefits those who want a quick basic remote control session, with any details or added features. But for those who require more features with detailed tracking and then the paid version is the way to go. Either way, I`m OnCall provides an excellent support solution for any level of user.