ISL Online

Session Transfer

The Session Transfer feature allows users to seamlessly hand off an active support session from one technician to another without any interruption. This is particularly beneficial in scenarios where a specific issue requires specialized knowledge or skills. By enabling efficient collaboration among team members, Session Transfer minimizes downtime and enhances customer satisfaction, ensuring that users receive the most qualified assistance promptly.

Session Recording

With the Session Recording feature, ISL Online captures all interactions during a remote support session. This recording serves multiple purposes

Remote Control

The Remote Control feature provides technicians with the ability to take control of a user’s device in real-time. This functionality is essential for troubleshooting issues directly and efficiently. By eliminating the need for lengthy explanations or back-and-forth communication, Remote Control expedites problem resolution, allowing technicians to diagnose and fix issues quickly. This direct intervention reduces frustration for users and enhances overall service quality.

File Transfer

ISL Online’s File Transfer feature enables users to send and receive files during a remote session effortlessly. This is particularly useful for technicians who may need access to specific documents or software patches while addressing a customer’s issue. By facilitating quick and secure file exchanges, this feature streamlines workflows and ensures that both parties have the necessary resources at their fingertips, ultimately speeding up the resolution process.

Feedback Collection

The Feedback Collection feature empowers organizations to gather insights from users after each remote support session. By soliciting feedback on their experience, companies can identify areas for improvement in service delivery and gauge customer satisfaction levels. This data-driven approach helps organizations address potential pain points proactively, enhancing service quality and fostering stronger relationships with clients.

Diagnostic Tools

With Diagnostic Tools integrated into ISL Online, technicians can perform detailed assessments of a user’s device health and performance. These tools enable real-time diagnostics such as system checks and performance evaluations, helping technicians pinpoint issues accurately. By providing this level of insight, Diagnostic Tools streamline the troubleshooting process and enable faster resolutions, thereby improving operational efficiency.

Screen Sharing

The Screen Sharing feature allows users to share their screens with technicians during a remote support session. This functionality facilitates clearer communication as technicians can view the exact issue the user is experiencing. By visualizing problems firsthand, technicians can offer more precise guidance and solutions, significantly reducing resolution times and enhancing user satisfaction.

Live Chat

ISL Online’s Live Chat feature allows users to engage in real-time conversations with support staff without needing to initiate a full remote session. This immediate communication channel is ideal for quick questions or minor issues that do not require extensive troubleshooting. By providing instant access to assistance, Live Chat improves responsiveness and helps address user concerns promptly, ultimately contributing to enhanced customer experiences.