Solving technical hurdles in real time: How ProctorFree uses Zoho Assist to support test takers with seamless remote access
The company: ProctorFree
ProctorFree is a cloud-based online proctoring platform that helps educational institutions and organizations conduct secure remote exams. By combining automated monitoring and exam security tools, the platform ensures test integrity while allowing exams to be taken from anywhere.
Serving a global user base, ProctorFree supports thousands of test takers across different time zones. To ensure smooth exam experiences, the company maintains a 24/7 support team that assists users with launching and troubleshooting the proctoring software before their exams.
The Challenge
With users spread across the globe, ProctorFree supports thousands of test takers every day. Exams take place at mandated times across multiple time zones, the company operates a 24/7 support team at full capacity to ensure test takers can successfully launch their exams without any delays.
Users come from diverse backgrounds with varying amounts of technical experience, which means that many of them face challenges installing and launching the proctoring software. The support team previously relied on phone calls or chat sessions to walk test takers through the necessary troubleshooting steps one by one. This resulted in prolonged communication sessions, which made the troubleshooting process difficult for support technicians as well as test takers.
ProctorFree was looking for remote desktop software that could access a test taker’s computer to streamline support operations and cut down resolution times. To further optimize the process, they wanted a solution that could integrate with a ticketing system so technicians could initiate remote sessions directly from support tickets.
The solution
ProctorFree implemented Zoho Assist as its remote support solution. Key aspects of the implementation include:
Zoho Assist for remote troubleshooting:
After evaluating several remote desktop solutions in the market, ProctorFree chose Zoho Assist for its intuitive interface and fast connectivity.Quick remote assistance for non-technical test takers:
Since many users are not tech-savvy, technicians can start remote sessions instantly to troubleshoot issues and help launch the proctoring application before exams.Seamless integration with the support ticketing system:
Integration with Zoho Desk allows technicians to initiate remote sessions directly from support tickets, streamlining the overall support workflow.Built-in tools for faster diagnostics:
Features such as viewing computer specifications, accessing Task Manager, and device management help technicians quickly identify compatibility or performance issues.
“We receive thousands of support tickets, and in about 50% of those cases we rely on remote sessions. Instead of going back and forth with messages, we can simply see the issue and resolve it. We use Zoho Assist all day, every day.”
The impact of Zoho Assist
Now, the support team can view the user’s screen directly and resolve issues immediately, without having to describe things over the phone or through chat. This reduces unnecessary communication and enables test takers to begin their tests quickly.
Remote support is an essential part of ProctorFree’s services, and their support team now uses Zoho Assist on a daily basis to provide faster and better support. Of the thousands of tickets they receive, the support team uses remote support for about 50% of the tickets to resolve issues quickly.
Because of Zoho Assist, the support team can immediately connect with users, identify the problem, and help test takers begin using the proctoring app immediately. This ensures test takers can focus on what really matters: the test.
“Zoho Assist is one of the easiest remote desktop tools we’ve used. It allows our support team to quickly connect with users, troubleshoot issues, and ensure they can use our product effectively.”
- IndustryE-learning
- TypePrivately owned
- Employees11-50
