METHOD OF PROVIDING ASSISTANCE TO THE END-USER OF A SOFTWARE APPLICATION

摘要

A method of providing assistance to a remote end-user of an end-user software application (120, 200) from an agent of an assistance center is described. All the transactions initiated by the end-user of the end-user software application (120, 200) are recorded in a contextual database locally, for applications running exclusively on customer PC, or remotely, for Web applications). Instrumented pages are delivered to the end-user. They include each a help request means. A server of a desktop sharing application is installed in the PC of the agent. When the end-user is requesting assistance all the entries already made by the end-user on a current instrumented page are uploaded. A waiting page and a client side of the desktop sharing application are also downloaded to the PC of the end-user. The end-user to be assisted is assigned to the agent when available. Then, PC of the agent gets a clone of the current instrumented page from the contextual database and a secure communication tunnel between the agent and the end-user is established. The client side of the desktop sharing application is finally activated on the customer PC which lets end-user view desktop of the PC of the agent and allows starting an assistance session between the agent and the end-user. All that being done without any software pre-installation on the client PC.