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Today, customers receive technical support by phone, e-mail, chat and pre-installed remote support clients—often resulting in a cumbersome, time consuming and frustrating experience. With customer satisfaction being a key business driver for IT and Technical Support departments, employing user friendly tools is critical for enhancing service levels, improving resolution times and minimizing costs.

SonicWALL Virtual Assist is a clientless remote support tool that enables a technician to assume control of a customer’s PC or laptop for the purpose of providing remote technical assistance. With the customer’s permission, the technician can gain instant access to the computer using a Web browser, making it easy to diagnose and fix a problem remotely without the need for a pre-installed “fat” client.