TeleHelpTeleHelp – Latvian online technical support – Latvian online technical support serviceservice

Sergey Sergey SimonovSimonov

LatInSoft SIALatInSoft SIAPresidentPresident

TeleHelp: facts about the operatorTeleHelp: facts about the operator

LatInSoft SIALatInSoft SIA - f - founded in 1991 in Daugavpilsounded in 1991 in Daugavpils

Major activities:Major activities: - - Business management and accounting software development, Business management and accounting software development, implementation, support implementation, support (almost 1200 SME companies run LatInSoft GrinS (almost 1200 SME companies run LatInSoft GrinS accounting suite)accounting suite)

- Computer hardware sales and services, retail stores- Computer hardware sales and services, retail stores- Professional training and skill improvement- Professional training and skill improvement (state-accredited educational institution)(state-accredited educational institution)

65 full-time employees65 full-time employees Microsoft Gold Certified Partner, HP Preferred PartnerMicrosoft Gold Certified Partner, HP Preferred Partner ISO 9001:2001 certifiedISO 9001:2001 certified

TeleHelp: project backgroundTeleHelp: project background

Internal factors:Internal factors: - Large customer base – companies and private customers- Large customer base – companies and private customers- Experience in remote services for LatInSoft customers- Experience in remote services for LatInSoft customers- Skilled staff- Skilled staff- Need do make the services more efficient - Need do make the services more efficient

External factorsExternal factors- Computer as a commodity, many „non-tech” retailers - Computer as a commodity, many „non-tech” retailers - Roughly 60% households in Riga and - Roughly 60% households in Riga and 50% average in Latvia have a PC and Internet50% average in Latvia have a PC and Internet

TeleHelp: project background TeleHelp: project background (continued)(continued)

Customer factors:Customer factors: - Sometimes PC works “not properly” - Sometimes PC works “not properly”

- Sometimes particular tasks can not be performed- Sometimes particular tasks can not be performed

- Many daily issues (viruses, peripherals, compatibility, etc.) - Many daily issues (viruses, peripherals, compatibility, etc.)

- Long time to wait for a technician to arrive- Long time to wait for a technician to arrive

- Professional service is expensive- Professional service is expensive

TeleHelp: project background TeleHelp: project background (continued)(continued)

LatInSoft solution:LatInSoft solution:

Launch an “Online technical support service” project, Launch an “Online technical support service” project,

targeted at ordinary customers.targeted at ordinary customers.

TeleHelp: the conceptTeleHelp: the concept

Quick tech support using remote access technologiesQuick tech support using remote access technologies Target customers – private persons, SME, Riga, and Target customers – private persons, SME, Riga, and

rural areas (as better access to the Internet becomes rural areas (as better access to the Internet becomes available)available)

Simplified access to the serviceSimplified access to the service Affordable, fixed price, no prepaymentAffordable, fixed price, no prepayment Security! Security! Security!Security! Security! Security!

TeleHelp: the challengesTeleHelp: the challenges

Simplified access to the serviceSimplified access to the service

- “Just one call” to contact the technician and - “Just one call” to contact the technician and

pay for the servicepay for the service

- “Pay per call” - the fixed charge does not depend on - “Pay per call” - the fixed charge does not depend on

how much time the service takeshow much time the service takes

- User-friendly web site to access the service- User-friendly web site to access the service

TeleHelp: the challengesTeleHelp: the challenges (continued)(continued)

Security issuesSecurity issues

- Customer explicitly authorizes the access to the PC- Customer explicitly authorizes the access to the PC- All technician’s actions are viewed on the PC screen- All technician’s actions are viewed on the PC screen- At any moment the customer can interrupt the session- At any moment the customer can interrupt the session- No preinstalled software, the client part is downloaded - No preinstalled software, the client part is downloaded at the beginning of a sessionat the beginning of a session- No leftover software, the client part is automatically - No leftover software, the client part is automatically removedremoved upon completion of the sessionupon completion of the session- The phone conversation is recorded- The phone conversation is recorded- No credit card necessary – no access to customer’s money- No credit card necessary – no access to customer’s money- Extensive explanations on the site- Extensive explanations on the site

TeleHelp: the challengesTeleHelp: the challenges (continued)(continued)

Marketing issuesMarketing issues

- TeleHelp brand - TeleHelp brand - Go to market - inform, explain, convince- Go to market - inform, explain, convince- Make a customer recall - Make a customer recall TeleHelp.lvTeleHelp.lv when a problem when a problem appearsappears

- Low risk – just LVL 3.54 per service session- Low risk – just LVL 3.54 per service session

- Word of mouth- Word of mouth- Viral marketing – tell a friend!- Viral marketing – tell a friend!

TeleHelp: look & feelTeleHelp: look & feel

TeleHelp: 6 months of serviceTeleHelp: 6 months of service

Customer appreciation – we measure itCustomer appreciation – we measure it

Would you recommend TeleHelp services to other people?Would you recommend TeleHelp services to other people?(1). Yes, I have recommended it already.(1). Yes, I have recommended it already.

(2). Yes, I will recommend it at my earliest convenience.(2). Yes, I will recommend it at my earliest convenience.(3). Most likely I can recommend it.(3). Most likely I can recommend it.(4). I could recommend it if someone asks me about TeleHelp (4). I could recommend it if someone asks me about TeleHelp

directly.directly.(5). I may think about giving such a recommendation.(5). I may think about giving such a recommendation.(6). No, I will refrain from recommending TeleHelp to other (6). No, I will refrain from recommending TeleHelp to other

people. people. (7). Never! I will suggest other people to avoid using TeleHelp.(7). Never! I will suggest other people to avoid using TeleHelp.

98% TeleHelp customers gave it 3 highest scores98% TeleHelp customers gave it 3 highest scores

TeleHelp: 6 months of serviceTeleHelp: 6 months of service

TechnologyTechnology- Proved itself- Proved itself

- Specialists have been able to help in virtually all incidents- Specialists have been able to help in virtually all incidents

- Average service session – less than 20 minutes- Average service session – less than 20 minutes

Sample casesSample cases- Setting up a TV set connected to the video card- Setting up a TV set connected to the video card

- inbox.lv access blocked by Google Web Accelerator- inbox.lv access blocked by Google Web Accelerator

- The most distant customer called TeleHelp from Japan- The most distant customer called TeleHelp from Japan

TeleHelp: 6 months of serviceTeleHelp: 6 months of service

Marketing remains the major issueMarketing remains the major issue

- Short time has passed - Short time has passed - Retailers and e-commerce have been reluctant- Retailers and e-commerce have been reluctant

- Some potential customers still - Some potential customers still … … think TeleHelp gives only phone support without think TeleHelp gives only phone support without

actionaction… … believe their problem can not be solved using believe their problem can not be solved using

TeleHelpTeleHelp… … do not trust remote accessdo not trust remote access

- Need to look for more creative marketing methods- Need to look for more creative marketing methods

TeleHelp: 6 months of serviceTeleHelp: 6 months of service

RecognitionRecognition

„„Platinum Mouse 2007 Diploma of Excellence” Platinum Mouse 2007 Diploma of Excellence” from LIKTAfrom LIKTA

Thanks a

lot!

TeleHelp: what’s next?TeleHelp: what’s next?

Creative marketingCreative marketing

More communication optionsMore communication options

PPartnership opportunitiesartnership opportunities

Think global Think global

TeleHelp: online technical support TeleHelp: online technical support serviceservice

Try TeleHelp yourself:Try TeleHelp yourself:

www.telehelp.lvwww.telehelp.lv

More about TeleHelp operator:More about TeleHelp operator:

LatInSoft SIALatInSoft SIAwww.latinsoft.lvwww.latinsoft.lv

TeleHelp method – Latvian patent No.13639 (2007). TeleHelp method – Latvian patent No.13639 (2007).

LatInSoft, GrinS, TeleHelp are registered trademarks of LatInSoft SIA.LatInSoft, GrinS, TeleHelp are registered trademarks of LatInSoft SIA.© 200© 20088, LatInSoft SIA, LatInSoft SIA. All rights reserved.. All rights reserved.

It’s

cool!

TeleHelp: online technical support TeleHelp: online technical support serviceservice

Sergey SimonovSergey SimonovPresident,President,

LatInSoft SIALatInSoft SIA

simonov@latinsoft.lv simonov@latinsoft.lv

Thank you!Thank you!