This may not be the best forum for this but it seems reasonably appropriate so here goes. We run a large web site which has about 40,000 customers currently. We have customer service people to support them but they are non-technical. As a result when the client has connectivity or browser issues they can't really help apart from the prepared scripts that we have told them to ask. Sometimes the situation would be clarified if IT could talk to the customers but as most customers don't speak english then that's a non-starter.
What I was thinking of was to get the CS people to ask the client to go to a specific area of our website and run a program there which would capture the clients browser, network & OS setup and return the data to us so we could analyze it. Has anyone come across a way of doing this? It needs to be transparent to the user and simple to operate. We could ask the user to run 'netsh -c diag show all > config.txt' and then email that to us but this is overly complex and that doesn't capture things like the browser security settings.
Anyone have any ideas or can point me in the direction of some ideas?
What I was thinking of was to get the CS people to ask the client to go to a specific area of our website and run a program there which would capture the clients browser, network & OS setup and return the data to us so we could analyze it. Has anyone come across a way of doing this? It needs to be transparent to the user and simple to operate. We could ask the user to run 'netsh -c diag show all > config.txt' and then email that to us but this is overly complex and that doesn't capture things like the browser security settings.
Anyone have any ideas or can point me in the direction of some ideas?