Key Features and Benefits of Remote Support Solutions
If companies and organizations want to keep their clients and customers satisfied, they have to provide timely, professional assistance and support. Every new software application and procedure brings with it a host of questions that arise. When a customer can’t figure out the next steps required within an application or online process, their work comes to a halt. They can’t proceed until they talk to support, and get their issues resolved. As more and more applications are introduced, and the complexity of processes increases, companies find themselves scrambling to keep up with the ever-rising demands for support.
The deluge of support calls is often overwhelming, and companies can’t keep up with demand. To offer excellent levels of support, companies have to hire support team staff who not only have a technical background, but also jave excellent customer service and interpersonal skills. In addition to hiring more quality people, organizations need to provide better ways of resolving issues and be able to reduce the duration of support calls. One of the best ways to do this is to use Secure remote support software that lets your support staff quickly respond to and resolve customer problems.
What Does Remote Support Software Do?
This software provides a variety of tools that enable help desk and support employees to quickly address the ever-rising volume of tickets and calls in the queue. This application allows agents to instantly join a customer or client session, and work interactively and directly with the client to address any questions or issues they have.
When a company implements this solution, they can improve their support performance instantly. Agents will be able to see where the customer is in the process, and provide resolution or guidance that helps solve their issues interactively. The software is cloud-native, and is embedded in leading application suites like ServiceNow and Salesforce.
Key Benefits
These tools allow organizations to dramatically improve their levels of support. Embedding the remote support solutions in your contact center, IT Service Management or CRM systems creates an agent support experience that is seamless. With a single click, agents in your support center can join a customer sessions and walk them through the process or screen they have questions on.
This instant assistance not only lets support agents resolve issues quickly, it also serves to educate the client or customer by showing them visually exactly what needs to be done next time. Your agents will be able to offer support via screen sharing, embedded voice and video sharing.
Types of Support That Are Possible
This powerful software will let your support agent seamlessly and securely take control of a client’s or customer’s device. From there, they will be able to manage and run the application easily. This enhanced takeover feature lets your support team access Windows and Mac systems, as well as iOS and Android devices.
Another key feature, CoBrowse, helps enable mobile app or website streaming that helps improve the client or customer experience. With this tool, there is no additional application software needed for either the customer or agent.
