ConnectWise Control

### Product Name

ConnectWise Control

The Live Chat feature in ConnectWise Control allows support agents to communicate with clients in real-time through a chat interface. This feature addresses the challenge of delayed communication, enabling immediate responses to customer inquiries. By facilitating instant messaging, agents can quickly clarify issues, provide guidance, and enhance customer satisfaction. Additionally, it allows for multitasking, as agents can handle multiple chats simultaneously while maintaining focus on resolving client concerns efficiently.

#### Screen Sharing

Screen Sharing enables users to share their screens with support personnel or colleagues during a session. This feature is particularly useful for troubleshooting technical issues, as it allows the support agent to visually assess the problem directly from the user's perspective. By eliminating guesswork, this functionality streamlines the diagnostic process and significantly reduces resolution time. It also fosters better collaboration among team members, as they can share ideas and demonstrate solutions visually in real-time.

#### File Transfer

The File Transfer feature facilitates the quick and secure exchange of files between users and support agents during a remote session. This feature resolves the common challenge of needing to send or receive documents, software updates, or troubleshooting logs without the need for external email systems or cloud services. With simple drag-and-drop functionality, users can easily transfer files directly within the ConnectWise Control interface, ensuring that all necessary materials are readily available for effective problem-solving.

#### Remote Control

Remote Control provides support agents with the ability to take control of a user's device to diagnose and resolve issues directly. This feature addresses the challenge of distance in technical support by allowing agents to interact with the user's system as if they were physically present. By enabling direct access to applications and settings, it significantly expedites issue resolution and enhances user experience. This capability is especially beneficial for complex problems that require hands-on intervention.

#### Session Recording

The Session Recording feature captures all interactions during a remote session, creating a comprehensive record of the support process. This is particularly valuable for quality assurance and training purposes, as it allows managers to review sessions for performance evaluation and identify areas for improvement. Additionally, recorded sessions can serve as a reference for future interactions, ensuring consistency in service delivery and helping to maintain high standards across support teams.

#### Session Transfer

Session Transfer allows support agents to seamlessly hand off active sessions to another agent when specialized expertise is required or when an agent needs to shift focus. This feature addresses the challenge of continuity in support services by ensuring that customers are not left waiting unnecessarily while their issue is routed to the appropriate specialist. By facilitating smooth transitions between agents, this capability enhances efficiency and ensures that clients receive timely and knowledgeable assistance tailored to their specific needs.