TeleHelp – Latvian online technical support service Sergey Simonov LatInSoft SIA President

TeleHelp: facts about the operator LatInSoft SIA - founded in 1991 in Daugavpils LatInSoft SIA - founded in 1991 in Daugavpils Major activities: Major activities: - Business management and accounting software development, implementation, support implementation, support (almost 1200 SME companies run LatInSoft GrinS accounting suite) (almost 1200 SME companies run LatInSoft GrinS accounting suite) - Computer hardware sales and services, retail stores - Professional training and skill improvement (state-accredited educational institution) (state-accredited educational institution) 65 full-time employees 65 full-time employees Microsoft Gold Certified Partner, HP Preferred Partner Microsoft Gold Certified Partner, HP Preferred Partner ISO 9001:2001 certified ISO 9001:2001 certified

TeleHelp: project background Internal factors: Internal factors: - Large customer base – companies and private customers - Experience in remote services for LatInSoft customers - Skilled staff - Need do make the services more efficient External factors External factors - Computer as a commodity, many non-tech retailers - Roughly 60% households in Riga and 50% average in Latvia have a PC and Internet 50% average in Latvia have a PC and Internet

TeleHelp: project background (continued) Customer factors: Customer factors: - Sometimes PC works not properly - Sometimes particular tasks can not be performed - Many daily issues (viruses, peripherals, compatibility, etc.) - Long time to wait for a technician to arrive - Professional service is expensive

TeleHelp: project background (continued) LatInSoft solution: LatInSoft solution: Launch an Online technical support service project, targeted at ordinary customers.

TeleHelp: the concept Quick tech support using remote access technologies Quick tech support using remote access technologies Target customers – private persons, SME, Riga, and rural areas (as better access to the Internet becomes available) Target customers – private persons, SME, Riga, and rural areas (as better access to the Internet becomes available) Simplified access to the service Simplified access to the service Affordable, fixed price, no prepayment Affordable, fixed price, no prepayment Security! Security! Security! Security! Security! Security!

TeleHelp: the challenges Simplified access to the service Simplified access to the service - Just one call to contact the technician and pay for the service pay for the service - Pay per call - the fixed charge does not depend on how much time the service takes how much time the service takes - User-friendly web site to access the service

TeleHelp: the challenges (continued) Security issues Security issues - Customer explicitly authorizes the access to the PC - All technicians actions are viewed on the PC screen - At any moment the customer can interrupt the session - No preinstalled software, the client part is downloaded at the beginning of a session at the beginning of a session - No leftover software, the client part is automatically removed upon completion of the session upon completion of the session - The phone conversation is recorded - No credit card necessary – no access to customers money - Extensive explanations on the site

TeleHelp: the challenges (continued) Marketing issues Marketing issues - TeleHelp brand - Go to market - inform, explain, convince - Make a customer recall TeleHelp.lv when a problem appears - Low risk – just LVL 3.54 per service session - Word of mouth - Viral marketing – tell a friend!

TeleHelp: look & feel

TeleHelp: 6 months of service Customer appreciation – we measure it Customer appreciation – we measure it Would you recommend TeleHelp services to other people? Would you recommend TeleHelp services to other people? (1). Yes, I have recommended it already. (2). Yes, I will recommend it at my earliest convenience. (3). Most likely I can recommend it. (4). I could recommend it if someone asks me about TeleHelp directly. (5). I may think about giving such a recommendation. (6). No, I will refrain from recommending TeleHelp to other people. (7). Never! I will suggest other people to avoid using TeleHelp. 98% TeleHelp customers gave it 3 highest scores

TeleHelp: 6 months of service Technology Technology - Proved itself - Specialists have been able to help in virtually all incidents - Average service session – less than 20 minutes Sample cases Sample cases - Setting up a TV set connected to the video card - inbox.lv access blocked by Google Web Accelerator - The most distant customer called TeleHelp from Japan

TeleHelp: 6 months of service Marketing remains the major issue Marketing remains the major issue - Short time has passed - Retailers and e-commerce have been reluctant - Some potential customers still … think TeleHelp gives only phone support without action … believe their problem can not be solved using TeleHelp … do not trust remote access - Need to look for more creative marketing methods

TeleHelp: 6 months of service Recognition Recognition Platinum Mouse 2007 Diploma of Excellence from LIKTA Thanks a lot!

TeleHelp: whats next? Creative marketing Creative marketing More communication options More communication options Partnership opportunities Partnership opportunities Think global Think global

TeleHelp: online technical support service Try TeleHelp yourself: More about TeleHelp operator: LatInSoft SIA TeleHelp method – Latvian patent No (2007). LatInSoft, GrinS, TeleHelp are registered trademarks of LatInSoft SIA. © 2008, LatInSoft SIA. All rights reserved. Its cool!

TeleHelp: online technical support service Sergey Simonov President, LatInSoft SIA Thank you!