software expert, has expanded its customer support service by
implementing a new online feature aimed at increasing efficiency for
In the form of a Kalahari Online Support Session customers can receive
elements of the customer support service such as general assistance,
diagnosis/correction of problems, and software installations via the
Whether the customer is using k.A.C.E., WinDiamond32 or Trio Arbitrage,
the support team can gain full remote control access to their desktop
over the Internet, meaning that the customer can observe work taking
place, instead of being directed 'click by click' over the telephone or
having to wait for a visit in person.
By logging on to the customer support section of the Kalahari website
and entering a provided 'live support number', the user's desktop will appear on the support team member's screen. In order to respect customer security the user will be able to see exactly what is happening, they will have continual telephone contact with the support team and will be able to regain full control of the desktop at any time during the session.
Also through a Kalahari Online Support Session or by using the Kalahari
Online Meeting Centre (both powered by WebEx), Kalahari can install
upgrades, demonstrate new products and deliver presentations without the customer having to leave their desk.
Graham Mansfield, Deputy Managing Director, Kalahari Limited said:
"Meeting customers in person still remains very important to the company
and will continue, although offering some aspects of customer support
over the Internet was the next obvious move for Kalahari. It is easy to
use, it makes life easier for the end user, and it saves time for
He added: "With customers in places such as Tokyo and Singapore it means that we can offer a faster and more efficient service and complete work, such as installations, in a fraction of the time that it would normally take."