Dell's New Remote-Assistance Tool Helps Resolve Most Common Computer Issues; With 95 Percent Customer Satisfaction Rate, DellConnect Expands to Support U.S. Consumers, Small Businesses.NASHVILLE, Tenn. -- Dell Inc. (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :DELL): As part of Dell's $100 million investment in improving service and support, Dell today said it is arming all of its service agents for U.S. consumers and small businesses with the ability to remotely diagnose diagnose /di·ag·nose/ (di´ag-nos) to identify or recognize a disease. di·ag·nose v. 1. To distinguish or identify a disease by diagnosis. 2. and correct common technology problems. The tool -- DellConnect(TM) -- allows a technician See PC technician and software technician. to troubleshoot To find out why something does not work and to fix the problem. Troubleshooting a computer often requires determining whether the problem is due to malfunctioning hardware or buggy or out-of-date software. See debug. and help solve a customer's computer problem over a high-speed broadband connection See broadband and wireless broadband. . It is employed during a technical-support call with the customer's permission, and allows Dell service and support representatives to quickly and efficiently help correct many problems that cripple crip·ple n. One that is partially disabled or unable to use a limb or limbs. v. To cause to lose the use of a limb or limbs. computers and cause frustration. There is no additional charge to Dell customers when used to fix issues covered by the hardware warranty for Inspiron(TM) notebook and Dimension(TM) desktop computers. President and Chief Executive Officer Kevin Rollins announced the expansion -- along with an increase in employment at the company's Tennessee production, sales and call-center facilities up to 1,000 to about 4,500 -- at a press event here today. "We're pleased to offer this technology which helps solve our customers' problems directly at home in real time at no additional cost," said Ro Parra, senior vice president, Dell Americas Business Unit. "We believe this is a better option than planning a visit and having to pay more than $100 for the privilege. The days of the PC house call are on the wane. "The hundreds of thousands of surveys we've done with customers show this is the future of fixing most common problems," Parra added. DellConnect works by remotely connecting to a customer's computer with their permission via a broadband connection. It has proven effective in correcting common computer issues that often slow the performance of computers, such as software and maintenance issues, as well as installing the right setting, or software "drivers" for running printers, cameras and other gadgets. More information on DellConnect is located at: www.dell.com/dellconnect. Technicians first began using the tool -- then called TechConnect -- late last year to service U.S. consumers. Of more than 400,000 customers serviced with the new tool to date, 95 percent said it was easier to troubleshoot the problem with a service agent and that they would recommend use of it to others. DellConnect is scheduled to expand later this year to support consumers and small-business customers globally. DellConnect is one of many significant investments Dell is making to improve the technology expertise and support it provides customers. This year Dell expects to spend more than $100 million to regain its leadership position in customer service. The company has hired more than 2,000 new sales and support personnel in the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. , and is enhancing the training of more than 5,000 support personnel globally. In addition, the company has 10 new or expanded global call centers, including in Oklahoma City Oklahoma City (1990 pop. 444,719), state capital, and seat of Oklahoma co., central Okla., on the North Canadian River; inc. 1890. The state's largest city, it is an important livestock market, a wholesale, distribution, industrial, and financial center, and a farm , Okla.; Edmonton, Canada; Manila Manila (mənĭl`ə), city (1990 pop. 1,601,234), capital of the Philippines, SW Luzon, on Manila Bay. Manila is the center of the country's largest metropolitan area, its chief port, and the focus of all governmental, commercial, industrial, , Philippines; and Halle, Germany Halle, Germany may refer to:
About Dell Dell Inc. (NASDAQ:DELL) listens to customers and delivers innovative technology and services they trust and value. Uniquely enabled by its direct business model, Dell sells more systems globally than any computer company, placing it No. 25 on the Fortune 500. Company revenue for the past four quarters was $56.7 billion. For more information, visit http://www.dell.com. To get Dell news direct, visit http://www.dell.com/RSS. Dell is a trademark of Dell Inc. Dell disclaims any proprietary interest in the marks and names of others. |
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