Solve remote support issues in record time
Deliver instant, personalized support to users around the world. View and take control of desktops or applications, accelerating diagnosis and problem solving. Decrease call times, increase first call resolution, minimize on-site service visits—and maximize customer satisfaction. Sign up for a 14-day free trial or buy it online.
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.
Give click-to-connnect access on the web
Give your customers anytime, anywhere access to your agents by adding a click-to-connect link on your web site, desktop, product, or email signature. You can even customize 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. Watch the WebACD Quick Tour to learn more.
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.
Real-time visibility and application level control
Instantly view your customer’s entire desktop or specific application and see the problem for yourself rather than relying on customers to explain technical jargon. If customers are reluctant to give visibility or control of their entire computer, Remote Support allows you to limit the view and control access to the applications they select.
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.
Chat enhancements
Customers can join the support session and immediately chat with an agent without downloading any new software. The new Chat Phrase Library with reusable chat phrases makes agents more productive. The complete chat transcript can be downloaded and saved by the customer and the agent.
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.
Integrated VoIP and Video
Stream live video to personalize or enhance support. Converse with customers with integrated VoIP on Windows, Mac, Linux, and Solaris platforms.
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.
Real-time management console
Monitor agents and queues using real-time management console. Get notification when the wait time exceeds predetermined thresholds.
Recording and playback
Auto-record all sessions to create a full audio, data and video audit trail. Record support sessions and easily access them from your WebEx site. Network-based recording is a great way to document sessions, expedite incident resolution, and train new staff.
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.
Recording and playback
Auto-record all sessions to create a full audio, data and video audit trail. Record support sessions and easily access them from your WebEx site. Network-based recording is a great way to document sessions, expedite incident resolution, and train new staff.
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