Reduce Service Delivery Costs With Remote Support
Delivering high-quality support can be expensive and time consuming. But not delivering it can cost you far more. Remote support software can increase the number of problems you can solve during the first contact. You'll eliminate costly escalations and improve customer satisfaction.
Typically, the most expensive part of the support life cycle is diagnosing the problem. Hours can be wasted on the phone while the person experiencing a problem tries to accurately describe the situation, gathers technical information for the support rep, and then attempts to implement the recommended fix. It's frustrating to try to diagnose problems accurately over the phone, but onsite visits are often unrealistic and unaffordable.
Use remote desktop software to see what's happening
Improve problem resolution times dramatically when you can see and control a remote desktop. Rather than being dependent on fuzzy descriptions, you see exactly what's going on and can quickly check environment and configuration variables. Once a user grants you remote access, you can transfer files and configure setting files.
Improve problem diagnosis with remote desktop support
When your support rep can see and control a remote desktop, problem resolution times can improve dramatically. Rather than being dependent on inaccurate descriptions, your support rep can see exactly what's going on and quickly check environment and configuration variables.
“WebEx enables us to access clients’ environments and troubleshoot issues immediately. We answer client support requests within 30 minutes, while our competitors can take up to a full day to respond.”
Lori Bello, Client Services Manager
Maintain unattended devices with remote access
Point-of-sale systems, remote servers, and other devices that don't require user access still need to be maintained. With unattended remote access software, you can maintain hundreds or thousands of devices with centralised administration capabilities.
Install fixes and patches with remote access
With remote access to the system having problems, software updates and patches can be installed by your service rep and adjustments to configuration files can be made instantly.
Your customer can remain in control of their systems, authorising remote access as needed. Remote access can be augmented by phone connections or live chat. Your service rep can explain what is being done and why. Your customer can ask questions, observe and learn.
Simplify maintenance with unattended remote access
Do you need to maintain devices out in the field that are unattended? This is common for point-of-sale systems, remote servers and other devices that don't require user access. With unattended remote access software, your service reps can maintain hundreds or thousands of devices with centralised administration capabilities. Get multiple levels of security and remote access controls with software while you log and record remote access sessions to ensure compliance and security.
Remote support for every size business
WebEx Support Center offers remote support software packages for every size of business.
Small and medium businesses: Improve your service delivery while cutting costs with on-demand hosted online support software. Choose from a suite of remote support software, including remote access without costly VPN hardware, system management for systems on a distributed network, and service desk software for managing your support requests.
Large businesses: Provide secure enterprise-grade support to a global workforce and remote customers. Diagnose and fix problems, manage remote desktops, automate help requests, and provide employees with remote access to their office computers from anywhere in the world.
