docuplus

A New Addition to Complement your Existing Support...

Do you want to take the guesswork out of Technical Support?

Would you like our Product Support Team to help identify and resolve product issues in a real time capacity rather than continually exchanging emails and phone-calls?

Docuplus have created a new service, Docuplus Direct Support, to further enhance our existing support services. With just a few clicks, our Product Support staff can not only see what your end users see but we can chat with them in real time. 
We can do things such as guide them through a product issue or feature, transfer a file, or more importantly, if required, we can take permission-based control of the end-user's mouse and keyboard to guide them through how to resolve a problem, irrespective of whether the problem is with a PC, Mid-range or Mainframe based application.

The Benefits

• Increased first-call resolution
• Reduced incident handling times
• Lower total call volumes
• Improved customer satisfaction  

For the clients who have used this service already, we have found that it has significantly reduced incident-handling time because representatives are able to quickly find and use the tools they need when a client who has adopted this service has contacted us. We have been able to:

• Rapidly identify and diagnose an issue
• Troubleshoot an issue or identify application files that may be necessary by the product developer to recreate the issue
• Provide end user issue education in real time where relevant 

The tools that we use to enable us to provide this service are built using industry-leading security. It provides a highly secure connection with 128-bit, end-to-end AES encryption. This means that the data is always encrypted throughout the entire support session. These security measures are enabling customers in regulated industries, such as finance, to use Docuplus Direct Support and remain compliant with laws and policies.

Subscribing is easy and the additional cost can be added to your annual maintenance agreement.

If you are interested in subscribing to this service, please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it   or call 01494 880 577 for details of pre-requisites and pricing.