News

Dell support solution takes over users' PCs

Antony Savvas

Dell has launched its on-line DellConnect support tool in the UK, which allows a Dell technician to take over a user’s machine to solve any technical problems in real-time.

DellConnect is employed during a technical support call with the customer's permission, and enables Dell's service and support agents to quickly help correct many issues that affect the performance of PCs, such as incorrect settings and absent software drivers for printers, cameras and other gadgets.

Dell said “the service is conducted under the supervision of the customer, removing any security worries, but providing a quick, easy and non-intrusive solution”.

Other companies, such as ISP AOL and BT, have also made available real-time support tools to allow technicians to look directly into customers’ systems.

BT service allows an advisor to securely log on to a customers’ computer remotely and troubleshoot a problem for no additional fee, above the £9.99 a month subscription.

The Dell solution will be controlled by one-off security codes for the technicians that will expire after short periods.

DellConnect is already widely used among Dell customers in the US, with the company saying 95% of customers there think it makes problem solving easier.

 


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