IM Gate enables you to build a remote support channel for clients. The novelty of this solution is multi-channel technology. This means several helpdesk managers will be able to communicate with a client, using only one IM address. A client can select one of the many IM systems, such as ICQ, MSN, AIM, or Yahoo. All received and sent messages are accumulated in the IM Gate database. It?ll then help your managers learn about the previous issues of a client and enable them to provide the quickest assistance when he comes for help again. Such information can also be used to create a company?s FAQ knowledge base.

One of the biggest specialties in IM Gate lies in client forwarding. This means a helpdesk manager can forward a client to a more knowledgeable expert if his own competence is not enough to provide an answer. Forwarding is also useful when one manager is temporarily unavailable. On forwarding, another manager sees all the history of messages between a client and a previous expert and doesn?t have to ask the same questions again. With message forwarding, any question will be answered, regardless of its difficulty! Besides, communication goes uninterruptedly. The first questions may be answered by a sales manager, and then the client may be forwarded to a technician to discuss technical issues.

IM Gate lets employees communicate within a company or an organization through the local network. Using the program, employees are able to communicate with the company?s clients, even if there is no access to the internet, which is good, because they won?t use corporate bandwidth for shopping, visiting frivolous sites or chatting with friends. Messages can be searched for by using particular keywords. The spelling of messages is checked by the built-in spelling facility, named ASpell. Correct messages are good for the corporate image because they improve the credibility of your helpdesk service in the eyes of clients.

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