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Remote Support |
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Remote Support Best Practices and Benefits
In recent years support centres have discovered and adopted a new breed of remote support. It provides the next best thing to being there in person, letting TSRs virtually sit next to customers, see what’s on their screens and take over if appropriate. They make it easy to upload and download files to diagnose and resolve issues. And their architecture lets them do this in a way that’s secure, under the customer’s control, fast and scalable. They don’t require time-consuming or undesired software installations on the customer machine. Setting up a connection is fast, no matter how the computers are connected to the Internet.
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17 pages |
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From ‘Call Routing’ to Real-Time Customer Success
With a single set of queues, one set of routing rules, a universal analyst interface and integrated analytics, web-based ACDs enable the support centre to provide consistent customer experiences with a shared group of analysts across chat, email and other electronic channels. Consistent, easily configured user interfaces reinforce the brand and deliver a consistent customer experience. Click-to-connect can be an excellent value-added offering, especially when combined with preferential treatment. Premium customers with click-to-connect requests are routed to short wait time queues, staffed by call takers with advanced technical skills.
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11 pages |
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Desktop Management: Getting It Right
Users of desktop management SaaS are benefiting from access to high end, integrated tools with the added benefit of coordination of security and operating system patches by the service provider. These companies are freed from the burden of managing the management tool itself and yet they remain in control of their internal desktop environment.
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8 pages |
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Taking Remote Support to the Next Level
ServiceXRG
Based on a survey conducted by ServiceXRG, this paper explores the use and effectiveness of remote support technology across all industry sectors and how companies can take remote support to the next level to significantly improve the support transaction process, reduce service delivery costs and increase solution effectiveness.
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17 pages |
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Virtual Support Networks: Ten Tips for Delivering Managed Services to On-Site Systems
DB Kay & Associates
By following the best practices outlined in this paper after considering the requirements outlined, experience significant ROI and increased customer satisfaction and loyalty.
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15 pages |
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