Customer service is the heart of business. Many customers make buying decisions based on the customer service they have received. Therefore, it is imperative that businesses invest in their customers’ experience. This is not a one time investment. It is an investment that needs to be made continually.
Your IT team can help elevate your business and the level of care you offer your customers by integrating remote support software into your business. Remote support software changes the way your business serves customers.
Think of the following scenario. Your organization is offering hardware that has apps bundled into it. A customer purchases a phone, tablet, or laptop from you. They turn the device on, but they cannot figure out how to properly navigate it.
They call your customer care department. The customer is not tech savvy, so they cannot explain things well. Since your customer support agents have no way of seeing what your customer sees on their device, an issue that could have been simply resolved in a matter of minutes now takes an hour or more.
This is a lose-lose situation. Your customer walks away upset with the process. They may think that the product they purchased from you does not work. They are upset with your customer service. When they talk about your product or your service to others, it is done in a negative light.
The product you offered and the level of skill of your customer service agents could be top-notch. Because you are missing the ability to have a full scope of the situation your customers are facing, you cannot offer rapid solutions. It is good to have friendly, knowledgeable, and effective customer service agents. However, by offering remote access, you will allow your agents to provide solutions more quickly.
This software gives IT techs the ability to access the devices of their clients remotely. This lets the IT professional provide support and maintenance.
This might not sound super glamorous, but the truth is that the ability to access a device remotely completely changes the IT support game. It has led to a drastic increase in customer satisfaction. It reduces the time needed to resolve an issue and can reduce costs.
Remote support allows technicians to instantly connect to a client’s device regardless of where the technician or the device is located. Once the technician takes control of the device, they can operate the device as if they were physically in contact with the device. This means that a technician can troubleshoot issues and give real time technical support.
Most remote support solutions include additional features, such as the ability to transfer files, the ability to chat on screen, the ability to share screens, and to do remote printing.
You can divide remote support platforms into two categories. The first is attended remote support. The second is unattended remote support.
Attended remote support is important when a client needs help right now. They don’t know what to do and need the problem fixed today. This allows a technician to take control of the device and fix the problem fast.
Unattended remote support allows a technician to connect to the device even if the client is not there. This allows for performing updates, support, and maintenance. It improves efficiency, allowing the technician to fix problems even before the client is aware they exist.
Your IT team can go a long way in enabling your organization to use software for remote support. This is especially important now that many organizations have their employees working from home in response to the COVID-19 outbreak. IT teams have the responsibility to prep organizations, to ensure that they continue to run smoothly, and to allow employees to stay productive while they are working from home.
Remote software for support should be a part of every IT team’s recovery and business continuity plan. Whether the need is for simple remote access or a more comprehensive support software, your IT team should be familiar with the options that are available and conversant enough with them to use them freely.
The ability to access, repair, provide maintenance to, and update a device remotely has revolutionized the way IT is performed. Keep your business running smoothly by making sure your IT team is using the best software for secure remote access.