Kyocera Mita America Announces New Service for End-Users
TMCnet Contributing Editor
Kyocera Mita America has introduced Connect to You (CTU), a new service being offered through authorized Kyocera Dealer Technicians.
Dealer technicians can use the CTU service to remotely connect end-users with Kyocera's Diagnostic Help Desk Center. This enables the Center to work with the Dealer technician onsite in real time to diagnosis and resolve end-user inquiries.
Thanks to the CTU service, the Help Desk can visually verify a user's network settings, print driver settings, and more, allowing them to interpret the problem and provide the correct resolution.
“Kyocera Technical Services takes dealer and end-user support very seriously, and believes customer satisfaction is key to our growth and expansion in the marketplace,” said Terry Knopsnyder, vice president of engineering, Kyocera Mita America in a statement to the press.
Earlier, the dealer technicians discussed end-user issues with Kyocera Help Desk representatives over the phone. Utilizing CTU, the help desk while on the phone with the end-user now gains remote access to a user's computer with as much or little privacy as the user is comfortable with.
The service offers two essential options including "View Only" and "Full Control."
Although View Only allows a Kyocera Help Desk representative to watch a user make changes on their desktop, it does not give them direct access to the computer from their remote location.
Full Control allows the dealer technician complete access to a user's print drivers and functions, while the user watches the corrective actions being made directly by the Kyocera Help Desk. In addition to allowing the end-user options for privacy settings this enables the technician to offer effective and prompt service.
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Anuradha Shukla is a contributing writer for TMCnet covering call centers, CRM and information technology.