How Companies Can Benefit from Remote Support Software
Companies and organizations across the globe are scrambling to respond to their ever-increasing demand for support. The rapid introduction of new technologies and the increased intensity of work demands have resulted in an avalanche of support issues and questions. Organizations are challenged by the level of support tickets, and have worked hard to hire quality people for their help desk operations. It’s not easy, though, to find qualified individuals who have both the technical and interpersonal skills for those jobs.
Clearly, companies have to look at ways to streamline the support process if they are to respond to the inundation of requests for help. Leading enterprises are turning to the Most secure remote support software to improve the performance and timeliness of their agent and help desk responses. With this software, an agent is able to quickly join a client’s session and help them address any technical questions or issues they have. This software, which is native to the cloud, is also embedded in top application suites like ServiceNow and the Salesforce platform. A top-tier remote support solution will boost agent productivity and improve customer satisfaction too.
Improved Agent Experiences with Embedded Remote Support Tools
When a company or organization chooses to implement remote support tools, the software can be embedded in contact center, IT Service Management or CRM systems. It allows an agent to seamlessly support customers who are anywhere on the globe. This advanced software lets help desk agents resolve issues and flawlessly provide just the right assistance to get their customers back to work.
Support can take different forms. One of the agents could join a screen and walk a customer through a process, quickly resolving questions. Options for embedded voice or video calling are also available. These software tools also allow eCommerce sales agents to use video, live voice or CoBrowsing to help support and accelerate the sales process and close rate.
Reduces Costs
When you provide leading-edge remote software tools to your help desk personnel, your organization will save money because support staff won’t have to physically travel to provide excellent support. This will result in a savings on lodging, fuel, airline and other common travel expenses.
Remote software allows agents to respond and resolve issues quickly, resulting in much faster problem resolution. This will translate into improved productivity as customers are able to complete their tasks without delay. These solutions are also scalable, so you can buy licenses only as you need them.
Screen Interactions That Are Supported
With this secure support software, the agent is able to take complete control of their client’s device and manage it remotely. This functionality applies to Windows, Mac, Android and iOS systems. Enhanced Live meet functionality lets the customer and the agent meet virtually, with no download required. They can share the screen, voice, video or via mobile camera.
Another key feature of the software is CoBrowse. This allows streaming functionality for your website or mobile app. Replay functionality also gives end-users the ability to record video from their screens, and submit it as part of tickets documenting issues that need to be resolved.
