WebEx Support Center
Remote Support
Resolve remote support issues
Close support calls faster
Deliver instant, personalised support to users anywhere in the world. View and take control of desktops or applications, to diagnose and solve problems in real time. Decrease call times, increase first call resolution, minimise on-site service visits, reducing support costs overall. Plus, you’ll maximise customer satisfaction. Read how Wind2 decreased average close time over 50%. See how you too can provide your customers a high quality remote support experience, giving you a competitive edge.
Join a live demo or take a 14-day free, no risk trial right now.
See how you can improve remote support effectiveness
Get more done with the resources you have. Finally, there’s a solution that helps your entire team stay on top of every call. So you can support more remote customers and resolve issues faster. Pair Remote Support with leading helpdesk application Service Desk by Parature to simplify ticket management.
Contact our sales team for a customised Remote Support demo to see how it can fit the needs of your support organisation.
Solve more remote support issues faster
Improve availability and uptime with fast problem diagnosis, reduced handling time and increased first call resolution. Boost support team productivity and response time, closing more calls faster and decreasing downtime.
Streamline the customer experience
See issues firsthand – just like being there in person – rather than relying on a verbal description. Increase customer satisfaction with secure high-quality call resolution, permission-based access and post-session surveys.
Accelerate diagnosis and problem solving
View and control your customer’s entire desktop or just specific applications. Diagnose problems, transfer files and install patches or updates.
Increase support revenue and meet or exceed SLAs
Improve service contract renewal rates by offering better service without increasing the cost of service delivery. Keep your customers up and running and confidently establish SLAs above and beyond what your competitors can offer.
Deliver secure, scalable support around the globe
Get WebEx Remote Support on demand over the global MediaTone™ Network Support organisations worldwide rely on WebEx to provide superior performance, with 99.9997 per cent ‘always-on’ reliability. Share even highly sensitive information in sessions with confidence in our enterprise-grade security. WebEx is the only provider to have earned both WebTrust and SAS 70 certification.
Take a look at Remote Support features and functionality
Implement Remote Support as a standalone solution or as part of the complete WebEx Support Center suite of Customer and IT helpdesk solutions. See how Remote Support offers specialised functionality to help you serve more customers more efficiently.
Resolve more support issues in less time with online support
Increase customer satisfaction and reduce overall support costs by connecting instantly through firewalls and initiating secure sessions. Read how organisations like yours are using WebEx Remote Support to dramatically boost customer satisfaction.
Provide click-to-connect access on the web
Give your customers any time, anywhere access to your agents by adding a click-to-connect link on your website, desktop, product or email signature. You can even customise the request form to collect information you need from your customer and reflect your customer's branding.
Manage support sessions with the WebACD Inbox
Receive support request notifications automatically whenever there are customers in the queue. Agents can view all queues and other agents' status, then transfer requests to available or more qualified agents.
Allocate calls more effectively using multiple queues, skill-based routing and work distribution
Create multiple queues for different teams or departments. Route the request to the most qualified agents using skill-based routing. Distribute requests evenly using round-robin or most-idle work distribution.
Integrate full-fledged ticket management.
Manage the flow of service requests more effectively by pairing Service Desk by Parature with Remote Support. Track, route, and manage requests with a Trouble Ticketing System.
Collect critical system information automatically
Easily find all the information you need to solve a customer’s issue. Simply click System Info to collect and view critical data, including system information, hardware specs, browser version and installed applications – all from one place.
Offer customers permission-based access
Limit your liability by giving your customers control over how much support agents can view. Remote Support prompts agents to get explicit permission for any actions taken on customers' machines – including remote control, file transfer and recording.
Speed up support sessions with instant chat.
Employees joining a support session can chat immediately with an agent without downloading any new software. Keep your reps more productive by taking advantage of the Chat Phrase Library with reusable chat phrases. Employees and helpdesk reps may download and save the complete chat transcript.
Resolve issues faster using advanced file transfer capabilities.
Use file transfer to download applications, patches or updates to resolve issues instantly. You can also upload log files from employee computers for later analysis. Create, delete, and rename folders, and delete and rename files with advanced file transfer capabilities.
Take advantage of integrated VoIP and Video.
Stream live video to personalize or enhance support. Communicate with employees using integrated VoIP on Windows, Mac, Linux, and Solaris platforms.
Conduct remote reboots within the same session.
Make it easy for helpdesk reps to reboot an employee’s computer after installing patches or applications, and enable the employee to re-join the ongoing session.
Hand off warm escalations.
Use powerful Remote Support transfer and conference capabilities for warm escalations/transfers. Eliminate cold handoffs that force employees to start from scratch with every call.
Monitor sessions with real-time management console
Monitor agents and queues using real-time management console. Get notification when the waiting time exceeds predetermined thresholds.
Record sessions for later playback.
Auto-record all sessions to create a full audio, data, and video audit trail. Record support sessions and access them easily from your WebEx site. Use network-based recording to efficiently document sessions, expedite incident resolution, and train new support staff.
Analyse key metrics using powerful reporting capabilities
Collect customer data before the session starts and survey data at the end of the session. Use these reports to analyse your call centre metrics, including handle time, call volume, agent productivity and customer satisfaction.
See how organisations like yours are closing tickets faster
Case Studies
ADI Time
"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
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Wind2
"WebEx really improved our customer service. Within the first two months of using Support Center, our average close time decreased by more than 50%. That improvement is directly correlated to our use of Support Center."
- Tanya Fisher, Customer Services Team Leader
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SoftMed
"We conduct thousands of WebEx support sessions monthly and our customers are very pleased. Customer satisfaction ratings on WebEx usage are over 90%."
- Michael Sommers, Operations Manager, Client Support Center
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Impac
"Before WebEx, remote connection issues were numerous and it was a challenge to have to connect to a customer remotely. Today, we have the customer on WebEx within seconds of taking a call."
- Iolanda Antunes, Director of Information Technology
Read More »
Improve your response time with remote assistance
Get WebEx Remote Support on demand over the web on a subscription basis. It’s easy to get started. There’s no need to invest in or install any new hardware or software – on your network or on any remote computers. For a predictable monthly fee, your support reps can access Remote Support any time, from any web browser, anywhere in the world – to support remote users instantly.
- Contact sales for a quote. Contact a solution specialist and tell us about your organisation’s needs to receive a quote. Or if you’re ready to get started, you can buy online now.
- Take a FREE, no risk trial. Sign up for a personalised free trial so your team can try out Remote Support.
- Join a live demo right now and see how it works. Our demo specialists will answer your specific questions and show you how you can provide a winning solution to both your customers and your support reps.
