Our live interactive Internet eSupport services reduce help desk support costs while enhancing the customer experience.

Web/Internet Based Help Desk Support

Our Web Help Desk eSupport services include:

•       Text Chat - Requires a current browser. Our preferred browser is Internet Explorer 6 or Netscape 7.

•       Remote Control - Requires a file download and customer permission.

•       Proactively offer assistance to customers visiting our client's web pages.

•       Client specific support hours, greetings, and responses.

•       Customized reports and billing.

•       Custom built interactive eSupport pages integrated into the client's web site with support provided by the EDO Help Desk.

•       Customized live web eSupport site with support provided by the EDO Help Desk (Clients without a web site).

•       Live Web Center only eSupport help desk.

•       Integration of call center phone support and web center eSupport into one support service.

EDO's Methodology

We perform a detailed appraisal of a client's support and business requirements. Then we develop a custom support plan that integrates traditional call center and/or live Web/Internet eSupport to meet the client's support requirements and business objectives. This approach enables us to provide clients with:

•       A customized cost-effective help desk support solution based on traditional call center and new interactive Internet technologies.

•       Defined service level commitments and goal setting.

•       Quality Assurance (QA) support.

•       Evaluation metrics for measuring support service level of performance.

•       A single point of contact and a team of specialists with the expertise required to meet client support needs.

•       Flexible and detailed support activity reporting.

•       On-time start-up and implementation of support.

•       Seamless help desk support to enhance a client's branding.

EDO's Live Web eSupport Pricing

Our pricing is based on the:

•       Mix of services a client orders.

•       Service level commitments a client requires.

•       Amount of setup and customization a client needs.

•       Supervision and staffing required to operate the client's eSupport help desk.