Wendia joins RapidAssist to integrate chat and remote assistance

april 04, 2011

Wendia joins RapidAssist to integrate chat and remote assistance capabilities with Wendia’s industry-leading POB (Point of Business) service management solution.

Combined, this solution gives administrators a complete visual communication tool that streamlines service calls and increases the effectiveness of every helpdesk transaction without needing to pre-configure software on the user’s machine. Technicians and users can share screens and engage in an instant messaging style chat session.

 “Often the details of a customer’s issue are easier to ‘show’ than to ‘tell,’” said Scot Llewelyn, President of RapidAssist. “RapidAssist provides support personnel with real-time access to secure chat, screen highlighting, and remote desktop assistance. This improved ability to diagnose and resolve issues interactively leads to shorter call times, more comprehensive solutions, and increased customer satisfaction.”

 Best of all, the RapidAssist and POB integration reduces repeat incidents and substantially decreases the number of cases that require onsite support.

 “As we continually increase POB’s capabilities, we have determined that RapidAssist’s technology enhances and truly expands upon our core service desk offering,” said Hal Tueller, CEO of Wendia’s U.S. operations. “We are extremely pleased to make this easy-to-use and secure functionality available for the many organizations who have come to depend on the advanced functionality of POB.”