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Richard T.
Litofsky
President and CEO
cyScape, Inc.
Richard Litofsky founded cyScape Inc., makers of BrowserHawk and world-wide leader in intelligent browser and system analysis tools. He is responsible for setting strategic direction for the company and overseeing operations. As a leading pioneer in the field, Richard has helped thousands of companies over the past decade, including many of the Fortune 500, universities, and retailers set their strategy for increasing web help-desk efficiency and scalability by following best practices to eliminate much of the hands-on support otherwise required to troubleshoot site failures reported by its users.
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Session
Description:
Web users today demand richer web sites that work properly regardless of their choice in browsers and system settings. But, with site visitors now using a broad range of browsers, connection speeds, and altered browser settings that do not meet the site requirements, web site failures are rampant. This puts support professionals in a very challenging position. How are they to assist users with web site failures caused by browser configuration issues, when the support desk has no visibility into how the user's browser and system are actually set up?
Whether the help desk is supporting e-learning applications, e-commerce stores, or web-based services, help desk professionals need effective strategies to gain visibility into user configurations and quickly identify incompatibilities with their site, or to easily be able to deliver this information to their IT department for troubleshooting.
In this session, help desk professionals will learn about best practices that help ensure a speedy resolution for browser related issues reported by their users. In particular attendees will learn:
- how to automate the collection of browser and system configuration data of their users
- how to use this data to provide an online system that offers personalized, self-help for users having trouble with the site
- how users that do not meet the minimum system requirements of a site can be proactively provided with self-help, *before* they encounter failures on the site
- what to look for in this data to identify common causes for web site failures, and how this data can be forwarded to IT staff to help troubleshoot more complex issues
- how to greatly increase help desk productivity and scalability while significantly raising user satisfaction with the help desk and increasing brand loyalty
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