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CUbhis eSupport Remote Assistance Survey

In Fall of 2005, CUbhis began using the eSupport tool to remotely connect to customers' computers in order to provide immediate troubleshooting assistance. The tool allows our technicians see what is on the customer's computer screen, control the cursor and keyboard, and run any commands or installations as necessary. The technician may have used a chat window on the computer screen as well as the phone to communicate with the requestor while working remotely.

Our intention with eSupport is to provide faster problem resolution by reducing the need for over the phone instruction and the wait involved with having a technician to come out to work on the computer. We are asking that all individuals who have taken advantage of this service take a moment to provide us with feedback. We ask that you to be as specific as possible in your comments about individual technicians or services to better assist us in improving our services.


 
E-mail (Optional): [e.g. abc123@columbia.edu]
 
Department (Optional):  
 
  1. Reason for contacting the help desk?
    2. Email.
    Network.
    Software problem.
    Hardware problem.
    Installation Request.
    Security Issue.
    Other.

  2. I found eSupport:
    3. Very easy to use.
    Somewhat easy to use.
    A little difficult to use.
    Very difficult to use.

  3. By using eSupport, the technician was able to:
    4. Completely resolve my problem or request.
    Mostly resolve my problem or request, or provide a work-around for it.
    Not able to resolve the problem or request.
    The problem became worse due to the remote service attempt.

  4. The amount of time spent using eSupport was:
    5. Under 5 minutes.
    5 to 10 minutes.
    10 to 20 minutes.
    over 20 minutes.

  5. Please rate the eSupport technician that assisted you (five being extremely satisfied):

    6.  

     

    1

    2

    3

    4

    5
    Was the eSupport technician knowledgeable?  
    Was the eSupport technician courteous?  
    Was the eSupport technician helpful?  
    Did the eSupport technician communicate well?  


  6. In general, I now feel that eSupport:

    7. Is very useful and I prefer it to other types of support.
    Is more helpful than phone support but I would still rather have a technician work on my computer in person.
    Is not something that I would like to use unless it were the quickest option to resolve any computer issue I'm having.
    I would prefer not to use eSupport at all.

  7. Please include with any comments, commendations, or suggestions.
    Thank you.




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Last updated 7/20/2006

  
 
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