ONLINE SUPPORT

OSAM Document Solutions provides secure and fast online support for all our Electronic Document Management Systems (EDMS) through Linktivity’s WebInteractive program. What does live technical support over the internet mean to our customers? 

· Drastically reduced call times
· Faster problem definition and resolution via remote access
· Reduced repeat calls for the same issue
· Decreased call escalation
· Fewer Support Errors

Here is how WebInteractive works:

· Customers engage an OSAM solutions engineer using a strategically placed hyperlink on our web site or via telephone.
· All OSAM solutions engineers monitoring the queue are alerted both visually and audibly.
· The solutions engineer clicks on the customer’s name and begins a support session.
· The solutions engineer is able to see the users’ computers over the Internet and observe system settings and real world cause-effect relationships.
· The solutions engineer uses any of the tools available to provide the most appropriate level of support.

Remote access and control is only available if our customer permits it. The process is easily understood by both novice and advanced computer users due to permission prompts that are formulated as simple “Yes/No” questions. Our customers can exit the session with our without assistance from the OSAM solutions engineer. 

Click here for Support!