Gain immediate and real-time visibility Instantly view your customer’s entire desktop or specific application and see the customer’s problem for your self rather then relying on lay customers to explain technical jargon. Never support your customers blindfolded and rely on the customer to explain the technical problems again.

 
Customer-friendly access controls
To limit your liability and increase customers' comfort, Support Center makes sure you are getting explicit permission for all the actions you are taking on customers' machine like remote control, file transfer and recording.

 

Application level control
Sometimes, customers are reluctant to give visibility or control of their entire computer. Support Center supports limiting view and control access to applications selected by the customer.

 

Advanced file transfer
Using file transfer, you can immediately download applications, patches or updates to resolve the issue. You can also upload log files from customer computer for later analysis. Advanced file transfer enables you to also create, delete and rename folders and delete and rename files.


Two-way video
Use two-way video to enhance customer interactions and build rapport with your customers. Video conferencing can help increase customer loyalty and satisfaction as you and your customers see and interact with each other.

 

Recording and playback
Auto-record all sessions to create a full audio, data and video audit trail. You can also record selected sessions for training and development or a multimedia knowledge base article. Recording Editor allows you to fine tune and repurpose content.

Support Features

With web based support tools, you can instantly add remote access to any phone call and solve the issue as if you were standing right next to the customer. Allowing you virtually visit your customers and provide an even better experience than an on-site visit, without any of the disadvantages.

Only CWL offersthe broadest choice of intuitive interfaces,combined with ability to work through all firewalls, security and world-class features makes web based the most effective way to increase customer satisfaction and reduce cost.

Our tools are trusted by top technical support organizations around the world. Thousands of support organizations have moved from legacy applications such as and realized ROI of over 500% and dramatic improvements in customer satisfaction metrics.

 

 

 
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