The US division of 1&1 Internet (www.oneandone.com), a provider of web hosting services, announced on November 29, 2004 that it has launched Netviewer, a customer services technology that allows its support staff members to connect securely to the computer of a web hosting client and deliver real-time troubleshooting and technical assistance. The service is provided to clients at no additional charge. Netviewer becomes active when a client calls a 1&1 support staff member and receives a unique session number. The client enters the session number to start the program, allowing the support member to see the client’s screen through a secure connection while not having any access to the client’s control panel or anything else on their computer.
Andreas Gauger, chairman of 1&1 Internet, said that Netviewer was one of the most powerful customer service tools available allowing support team members to actually see in real time what a customer needed help with, maximized company’s ability to provide the best solution quickly and made the support process much more efficient for both parties. He added that 1&1 Internet was very excited to offer this unique service because it served as an example of the company’s commitment to giving customers the best available resources.
