Customer's are most satisfied with the process when they feel their concerns have been heard, understood, and acted upon appropriately. Obviously, a certain amount of diagnostics must be performed in order to fully understand the nature of the customer's problems. Oftentimes, the possibility of a virus or other form of malicious code must be ruled out as part of the troubleshooting process. Unfortunately, customers who are told they need to scan their systems are immediately confronted with the likelihood of either a lengthy download and installation, or an update, of their chosen anti-virus software. Confronted with a system that is already likely causing frustration, hence the support call, this portion of diagnostics may serve to aggravate the customer and discourage positive resolution.
Most users are fully aware of the threats posed by computer viruses and other malicious code.
Customers can even remain online with the technician while the scan takes place, further alleviating any anxiety. Support staff benefit from the assurance that the system is indeed clean, or confirmation that it isn't. In the event of an infection, Command on Demand quickly and efficiently cleans the system back to its original state. We saved the best for last. Command on Demand is a totally scalable solution.