Software and technology are the engines that drive innovation and growth in today’s companies. In our digital-first world, it’s critical that firms and organizations deliver top-tier customer support if they want to maintain the loyalty and satisfaction of their clients. Customers want support and answers on a timely basis, and if your company can not or will not provide that your clients can easily move elsewhere.
To succeed in the market, you need to give customers personalized attention and quick and effective support solutions for their issues. Remote control and screen sharing software have evolved to become transformative technologies that meet today’s needs. These tools help support teams interact quickly and directly with internal teams and external customers, and then accurately diagnose and resolve their issues in real-time.
Enhancing Collaboration and Communication
Near instantaneous screen sharing dramatically improves communication between support staff and their customers. The technology allows visual explanations, with agents being able to demonstrate procedures and guide users through the necessary steps using movement of the cursor or live annotation.
Quick response and personalized attention also helps soothe customer frustration, and shows that someone is there for them when they need help. When needed, support agents can also call upon supervisors or other experts to help find solutions and solve the existing problem. This helps harness the collaborative effort of the whole team, and prevents small issues from escalating.
Direct and Seamless Integration with Existing Systems
One of the significant advantages of advanced screen sharing and remote control software is that it can be seamlessly integrated into systems already in place in your company or organization. When the powerful support technology suite is integrated with your sales or support systems, there will be no need to toggle or jump between different platforms.
When the screen sharing and remote control tools are embedded in an organization’s systems, help desk and support agents can rapidly launch sessions for remote support, start screen shares, and integrate video calls directly into the support stream. Tanium support is also enabled, enabling the full integration of seamless one click integrated screen sharing.
Faster Resolution of Issues
Response and resolution of customer support issues is exponentially better when your team is using remote control and screen sharing tools. When customers need help or assistance, they can either view or take control of the customer’s screen.
This eliminates any need for extremely lengthy descriptions and reduces the chance of misunderstanding. Complex troubleshooting can be performed quickly by the support agent, without the need to guide users through a maze of unfamiliar instructions.
Reducing Hiring Problems and Operational Costs
It’s very difficult to hire all of the people you need to truly provide quality support to your internal employees and customers. The hiring process is made even more complex, too, because ideally you need to bring on team members who have both technical expertise and a customer relationship and satisfaction mindset.
When the support team can resolve issues more effectively and quickly, the investment in remote control and screen sharing software pays for itself quickly. Support calls are shorter, resolution rates are higher and there are fewer repeat calls.
