Solve Support Issues Faster




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Remotely diagnose problems, transfer files, and resolve issues for customers or clients around the world with the leading remote support solution, WebEx Support Center - Remote Support. Sign up for a free trial or buy it now.


Capabilities
Features
Resolve more support issues in less time with online support
The intuitive interface, ability to work through firewalls and robust security make Support Center-Remote Support the most effective way to increase customer satisfaction and reduce cost. Learn more about Remote Support by downloading the data sheet today.


Gain immediate and real-time visibility
Instantly view your customer’s entire desktop or specific application and see the problem for yourself rather than relying on lay customers to explain technical jargon. You won't have to support your customers blindfolded and rely on them to explain what they're seeing.


Automatically gather critical system Information
No need to hunt for critical information in the Registry Editor, Task Manager and Help-About to find the information you need to solve a customer’s issue. Simply click on System Info to collect and view critical data like system information, hardware specs, browser version and installed applications in one place.


Customer-friendly access controls
To limit your liability and increase customers' comfort, Remote Support makes sure you are getting explicit permission for all the actions you are taking on customers' machine like remote control, file transfer and recording.


Application level control
Sometimes, customers are reluctant to give visibility or control of their entire computer. Remote Support allows you to limit the view your customer sees and control access to the applications they select.


Advanced file transfer
Using file transfer, you can immediately download applications, patches or updates to resolve the issue. You can also upload log files from customer computer for later analysis. Advanced file transfer enables you to also create, delete and rename folders and delete and rename files.


Two-way video
Use two-way video to enhance customer interactions and build rapport with your customers. Video conferencing can help increase customer loyalty and satisfaction as you and your customers see and interact with each other. Hardware troubleshooting can also benefit when your support rep can see the situation directly.


Remote reboot within the same session
It is very common to reboot the customer’s computer after installing patches or applications. Remote Support provides an easy way to reboot the customer’s computer and have the customer re-join the ongoing session.


Warm escalations and multi-vendor conference
Remote Support's powerful transfer and conference capabilities allow for warm escalations/transfers and a team resolution approach with other vendors. Don’t drive your customer crazy with cold handoffs, forcing them to start from scratch every time.


Recording and playback
Auto-record all sessions to create a full audio, data and video audit trail. You can also record selected sessions for training and development or a multimedia knowledge base article. WebEx Recording Editor allows you to fine tune and repurpose content.


Powerful reporting capabilities
Remote Support allows you to collect customer data before the session starts and survey data at the end of the session. These reports help you analyze your call center metrics, including handle time, call volume, agent productivity, and customer satisfaction.


Cross platform support
Remote Support allows you to support customers no matter what operating system they use. In addition to Windows—Linux, Solaris and Mac are supported.
Related Applications
Remote Access
System Management
Training Center