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Running a small business is no easy task. See how Assist Agents save you time and frustration with real time chat solutions for any tech issue.

Mike doesn’t have 32Waves

Emily has 32Waves


9:30 am

Mike gets to work and starts preparing for his prospect presentation.

9:30 am

Emily gets to work and starts preparing for her prospect presentation.

9:32 am

Mike’s presentation is not uploading, and the meeting starts in 1.5 hours.

9:32 am

Emily’s presentation is not uploading, and the meeting starts in 1.5 hours.

9:33 am


Mike submits a trouble ticket to IT and begins to work on other tasks.

9:33 am


Emily snaps a picture of the problem with her phone and texts it to @Assist while walking to the coffee machine.

9:39 am


@Assist asks for permission to access Emily’s computer remotely. She says yes.

9:41 am


@Assist quietly connects, makes an edit that fixes the issue and disconnects while Emily is chatting with a new customer on the phone.

9:48 am


IT responds to the ticket asking for more information. Mike tries his best to describe what’s going on.

9:54 am


IT tries to call Mike’s desk while he was making his morning coffee. Mike returns and calls IT back.

9:55 am

After being on hold for a few minutes, Mike re-explains the issue he’s having to a different support rep.

9:55 am


@Assist texts Emily, tells her that the problem is fixed and asks if they can be of any further service.



9:56 am

The support rep gathers Mike’s contact details and reaffirms the problem Mike is having.

9:58 am

After confirming Mike is indeed Mike, he explains he’s in a hurry and needs this fixed ASAP.

10:00 am

Emily tells her team that everything is good to go, and they get back to preparing for the presentation.

10:01 am

The support rep begins to walk Mike through a few standardized troubleshooting steps.

10:17 am

Mike hasn’t been able to perform some of the steps. The support rep suggests a remote session.

10:20 am

The support rep remotes into Mikes computer after Mike navigates to a webpage.

10:33 am

The support rep is having trouble fixing the issue and ropes in a colleague with more knowledge.

10:59 am

Mike must hang up with IT and head to his meeting without his presentation.

11:00 am


The client conference call begins, and Mike has to explain that the presentation is not uploading.

11:00 am


Emily and her team present to the client.

11:15 am

Mike did his best to cover the agenda without his presentation. The clients hang up and decide to cover next steps later.

11:17 am


Mike returns to his desk to see a ticket update from IT that the problem is solved. Mike has lost time, money and potentially a client.

12:00 pm


Emily and her team celebrate their new client contract over an early lunch.