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JERAM Click– Single Click E-Support
 Reduce Customer Frustration, Support Time & Cost with Single Click

 White paper


Support is 80% of Business Delivery
Online website is an integral part of today’s business in terms of marketing, branding, interaction, support as well as
feedback. Users, both first time visitors & regular customers, visit the website to search, interact, buy & sell offered products
and services. This makes ‘Online Support’ a difficult yet crucial need for today’s web driven businesses. It is effort and time
consuming for both the business and customer. On average, a support phone call costs about USD 3-5 per call and remote
desktop trouble shooting costs USD 20-50 per 30 minutes session. If online business needs to support 10,000 customers in a
month then USD 3,000 to USD 50,000 can be the additional hidden cost just to support these customers.

 Can we redefine online support to save this cost and streamline the process? Idea Stage Venture has built simple yet
 innovative solution, JERAM Click. They have redefined support with a zero installation, single click widget; JERAM Click that
 will transform user’s support experience to be simple with no steps; ease support staff work load and ultimately reduce
 associated costs. You will have happy customers with least support cost.



The Problem
Going Online is efficient, profitable and global however Online Support is a big bottleneck and cost. Online Portals for
external and internal users involve end–users to interact with web forms, input data, attach files, use 3rd party software
components (software or hardware) to work with. Especially it’s true for most of “Software as a Service” and “Application
Service Providers” portals. There are 100s/1,000s of users coming daily on your web based portals. There are many
unknown variables that become an issue for non-technical user. Which browser? Which operating system? Is 3rd party plug-
in installed or not? Correct form input? Correct Java / Flash Version? Minimal Speed? All these make it uncertain for web
portals and work flows to work reliably.


Problems with Current Support Approach
1. Customer and support staff wastes time and effort in customer validation and identifying the problem?
2. Customer gets frustrated as he/she is put on hold on phone, email reply will not be prompt or the web page session has expired and all
the work is wasted?
3. Support person has no reference or technical input from customer to find out what is wrong with customer’s environment?
4. Extra steps need to be taken by customer to demand assistance in terms of call/email. This discourages usage and adoption.
5. Late or insufficient support leads to dropout, customer frustration and ultimately business loss with increased hidden costs on support
time and effort.



The Solution: JERAM Click
JERAM Click is an innovative solution with different perspective to handle support. It plugs itself into your online web portal
and enable selected or all web pages to have single click support. JERAM Click will enable your business to give customer
simply single click experience. This solution not only initiates the support request with single click but it will enable also
                                            Copyright © 2009-2010. Idea Stage Venture.
                                                      www.ideasventure.com
capture needed information of user’s environment and make it accessible to support staff. Support Staff is alerted real time
via email/instant message of a new support incident while environment & problem details along with user’s PC screen shot.
This helps in prompt identifying the problem and assisting the user with no cost. Let’s look at the value add by JERAM Click-

New Approach with JERAM Click
1. Customer and support staff do not waste any time and effort. Capturing problem instantly through single click reduces
time, makes it efficient with no effort.
2. Customer is happy as he/she reports issue instantly in single click. No waiting. No Menu Option Navigation. No Technical
Questions to answer. No Cost. No Frustration.
3. Support staff is happy as all needed technical and user details are available. No Questions to answer. No need to keep
customers waiting. No Waiting. No customer verification needed.
4. Business owner is happy with quick response, efficient way to proactively support their customer. Increases productivity
with least support cost.
5. Efficient and timely support response will lead to increase in customer satisfaction.




How JERAM Click work?
JERAM Click gets integrated with any web based application in about 10 minutes. Its plug-&-play code is combination static
HTML and Java script code inserted into web pages to plug JERAM Click. JERAM Click is available as an Online Service for
single domain/application scenario. For heavy traffic or multiple domains deployment JERAM Click is available as Appliance
solution. For Banking, Government related Portals we recommend JERAM Click Appliance as it ensures complete user data
confidentially, privacy and control.

In any support incident, customer just clicks and leaves JERAM Click to do the rest. At the support staff level, there will be
real time alert via email and instant message pushed promptly. Support staff can react quickly by analyzing the problem
with all details posted by JERAM Click.


  JERAM Click along with JERAM Chat and JERAM Call makes support experience 3 folds better. The privileged customers can get an
  instant call within minutes on reporting problem and get connected with support staff using JERAM Call. JERAM Chat allows
  customer to chat with the support staff through the website.



Benefits: Win-Win Proposition

                   End user                               Support Personnel                           Business Owner
            Single Click Assistance                         Real time Alert                           Efficient Support
       No Call, No Fax needed any more            Comprehensive information available             Less time, effort and cost
                No frustration                               No frustration                     Happy user and support staff
               Immediate Reply                      Immediate problem identification            Higher customer satisfaction
              Confidence booster                         Time and Effort Saver                     Reduce bottom line cost
     Talk through: Email , Call Or Web Chat       Better service and performance: Take     Brand and Satisfaction Booster: efficient
            unlike today’s email only                       more support call                    and smarter online support




                                              Copyright © 2009-2010. Idea Stage Venture.
                                                        www.ideasventure.com
Conclusion
JERAM click is no risk, cost effective, non intrusive extension to today’s e-support for online business and work flows. It
increases the efficient in the process by simplifying the problem reporting in simple click. In addition, support team gets all
needed information (technical or user related) to identify and resolve the problem without any trouble to user. This
proactive support approach enables win-win proposition for user-support person-business owner.


Our Contact Details
Please contact us directly or our appointed reseller to find out more on the product demonstration, packaging and pricing.


Product: Jeram Click v2.01
Email ID: sales@ideasventure.com
Skype: jeram-sales




   We inspire to “Use ICT to make businesses more efficient, reduce bottom line and increase
   revenue”.

   JERAM Click is one of our efficiency booster and productivity enhancer solution for online
   businesses. We look forward to work with you.

                                            Copyright © 2009-2010. Idea Stage Venture.
                                                      www.ideasventure.com

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Jeram Click Datasheet

  • 1. JERAM Click– Single Click E-Support Reduce Customer Frustration, Support Time & Cost with Single Click White paper Support is 80% of Business Delivery Online website is an integral part of today’s business in terms of marketing, branding, interaction, support as well as feedback. Users, both first time visitors & regular customers, visit the website to search, interact, buy & sell offered products and services. This makes ‘Online Support’ a difficult yet crucial need for today’s web driven businesses. It is effort and time consuming for both the business and customer. On average, a support phone call costs about USD 3-5 per call and remote desktop trouble shooting costs USD 20-50 per 30 minutes session. If online business needs to support 10,000 customers in a month then USD 3,000 to USD 50,000 can be the additional hidden cost just to support these customers. Can we redefine online support to save this cost and streamline the process? Idea Stage Venture has built simple yet innovative solution, JERAM Click. They have redefined support with a zero installation, single click widget; JERAM Click that will transform user’s support experience to be simple with no steps; ease support staff work load and ultimately reduce associated costs. You will have happy customers with least support cost. The Problem Going Online is efficient, profitable and global however Online Support is a big bottleneck and cost. Online Portals for external and internal users involve end–users to interact with web forms, input data, attach files, use 3rd party software components (software or hardware) to work with. Especially it’s true for most of “Software as a Service” and “Application Service Providers” portals. There are 100s/1,000s of users coming daily on your web based portals. There are many unknown variables that become an issue for non-technical user. Which browser? Which operating system? Is 3rd party plug- in installed or not? Correct form input? Correct Java / Flash Version? Minimal Speed? All these make it uncertain for web portals and work flows to work reliably. Problems with Current Support Approach 1. Customer and support staff wastes time and effort in customer validation and identifying the problem? 2. Customer gets frustrated as he/she is put on hold on phone, email reply will not be prompt or the web page session has expired and all the work is wasted? 3. Support person has no reference or technical input from customer to find out what is wrong with customer’s environment? 4. Extra steps need to be taken by customer to demand assistance in terms of call/email. This discourages usage and adoption. 5. Late or insufficient support leads to dropout, customer frustration and ultimately business loss with increased hidden costs on support time and effort. The Solution: JERAM Click JERAM Click is an innovative solution with different perspective to handle support. It plugs itself into your online web portal and enable selected or all web pages to have single click support. JERAM Click will enable your business to give customer simply single click experience. This solution not only initiates the support request with single click but it will enable also Copyright © 2009-2010. Idea Stage Venture. www.ideasventure.com
  • 2. capture needed information of user’s environment and make it accessible to support staff. Support Staff is alerted real time via email/instant message of a new support incident while environment & problem details along with user’s PC screen shot. This helps in prompt identifying the problem and assisting the user with no cost. Let’s look at the value add by JERAM Click- New Approach with JERAM Click 1. Customer and support staff do not waste any time and effort. Capturing problem instantly through single click reduces time, makes it efficient with no effort. 2. Customer is happy as he/she reports issue instantly in single click. No waiting. No Menu Option Navigation. No Technical Questions to answer. No Cost. No Frustration. 3. Support staff is happy as all needed technical and user details are available. No Questions to answer. No need to keep customers waiting. No Waiting. No customer verification needed. 4. Business owner is happy with quick response, efficient way to proactively support their customer. Increases productivity with least support cost. 5. Efficient and timely support response will lead to increase in customer satisfaction. How JERAM Click work? JERAM Click gets integrated with any web based application in about 10 minutes. Its plug-&-play code is combination static HTML and Java script code inserted into web pages to plug JERAM Click. JERAM Click is available as an Online Service for single domain/application scenario. For heavy traffic or multiple domains deployment JERAM Click is available as Appliance solution. For Banking, Government related Portals we recommend JERAM Click Appliance as it ensures complete user data confidentially, privacy and control. In any support incident, customer just clicks and leaves JERAM Click to do the rest. At the support staff level, there will be real time alert via email and instant message pushed promptly. Support staff can react quickly by analyzing the problem with all details posted by JERAM Click. JERAM Click along with JERAM Chat and JERAM Call makes support experience 3 folds better. The privileged customers can get an instant call within minutes on reporting problem and get connected with support staff using JERAM Call. JERAM Chat allows customer to chat with the support staff through the website. Benefits: Win-Win Proposition End user Support Personnel Business Owner Single Click Assistance Real time Alert Efficient Support No Call, No Fax needed any more Comprehensive information available Less time, effort and cost No frustration No frustration Happy user and support staff Immediate Reply Immediate problem identification Higher customer satisfaction Confidence booster Time and Effort Saver Reduce bottom line cost Talk through: Email , Call Or Web Chat Better service and performance: Take Brand and Satisfaction Booster: efficient unlike today’s email only more support call and smarter online support Copyright © 2009-2010. Idea Stage Venture. www.ideasventure.com
  • 3. Conclusion JERAM click is no risk, cost effective, non intrusive extension to today’s e-support for online business and work flows. It increases the efficient in the process by simplifying the problem reporting in simple click. In addition, support team gets all needed information (technical or user related) to identify and resolve the problem without any trouble to user. This proactive support approach enables win-win proposition for user-support person-business owner. Our Contact Details Please contact us directly or our appointed reseller to find out more on the product demonstration, packaging and pricing. Product: Jeram Click v2.01 Email ID: sales@ideasventure.com Skype: jeram-sales We inspire to “Use ICT to make businesses more efficient, reduce bottom line and increase revenue”. JERAM Click is one of our efficiency booster and productivity enhancer solution for online businesses. We look forward to work with you. Copyright © 2009-2010. Idea Stage Venture. www.ideasventure.com