Time to Take another Look at Remote Support

July 2nd, 2015 by ali No comments »

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Today’s remote support solutions offer more than just remote control for PCs and are continuing to expand their functional footprint. That is according to the Technology Services Industry Association’s (TSIA) recent 2015 Remote Support Trends report.

The report advises service executives to become acquainted with the new capabilities and features introduced by leading remote support platforms, such as R-HUB remote support servers.

Service executives are further advised to find ways to leverage the capabilities beyond technical support. Remote support solutions are typically held in high regard by users, consistently delivering one of the highest average satisfaction scores in TSIA’s annual Global Technology Survey.

While remote support tools initial began by helping IT help desks and support organizations reduce incident handling and resolution time, today’s platforms are used across multiple disciplines with a variety of applications. According to TSIA’s survey, adoption levels of remote support tools are high across many disciplines, including support services, field service, professional services, managed services, and education services.

As today’s remote support tools have experienced expanded capabilities, those tools have begun to gain increased popularity. Previously best known for supporting remote PCs or simply adjusting the settings on a remote computer, leading providers continue to introduce more capabilities in each release, including Mac and mobile device support, reporting, management dashboards, and integration. Thanks to the introduction of increasingly new capabilities, business owners in practically every sector are able to take advantage of a number of important benefits.

When Is the Time Right to Evaluate Your Services and Tools?

TSIA’s survey covers 24 categories of services and tools, and typically finds remote support and web collaboration technology to receive higher member satisfaction scores. Although companies are generally quite happy with their current tools, TSIA does recommend evaluating alternative solutions when requirements expand. This is particularly important when a company is considering a deployment model, security features, and connection time.

Enhanced Security with Remote Support

In regards to security, TSIA says that members have reported issues such as customer complaints that a support technician uploaded or accessed personal photos during a remote session. If your current solution does not allow you to control the actions taken by a technician on certain systems while also capturing a secure audit trail and optional video recording of every activity, this is certainly a compelling reason to consider upgrading.

As companies are well aware, customer complaints of this nature can be a very serious issue. Should such complaints go viral, they have the potential to seriously damage the reputation of your brand. By upgrading, you are able to be proactive and provide greater peace of mind to your customers while also ensuring that your brand’s reputation is not at risk.

For further details in order to provide a better remote support experience to your clients, call us today for a free demo at 1-866-758-0984 or email us at sales@rhubcom.com to find out more about how an improved remote support experience can benefit your business.

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Effective Communication Is the Key to Productivity

July 2nd, 2015 by ali No comments »

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The key to success in business is having high productivity. Advances in technology have made it possible for people to waste more time than ever before in history. Whether it is checking your social media, playing games on your phone, or browsing the day’s news, there are numerous distractions that can interfere with your productivity.

Even so, technological advances have also made it easier to collaborate with co-workers and develop the next billion-dollar idea. Communication is vital to high productivity. Using online collaboration tools, such as web conferencing makes it easier than ever to collaborate. Web conferencing offers three key features that drive collaboration: Face-to-Face HD video chat, document sharing, and real time chat. Let’s take a look at how these features can help to boost your productivity.

Face-to-Face HD Video Chat

Face-to-Face HD video chat makes it possible for you to see reactions to the points you are proposing in real time. As a result, you gain the ability to make adjustments based on the expressions and responses you see. It also allows you to see if people are actually paying attention to what you are saying rather than looking at websites, checking their phones, or even walking away from their desks. Furthermore, you are able to have multiple people at a single computer and still be able to see exactly who you are talking to. Perhaps most importantly, it provides the feel of a face-to-face collaboration and promotes a more fun and relaxed environment.

Document Sharing

Document Sharing enables you to upload anything from a PDF to a PowerPoint to even a spreadsheet into software and have it pre-loaded and ready to go when you begin your meeting. This can provide the benefit of a visual representation of a product and the annotation tools allow you to call to action certain parts of the document while you are speaking about them. As a result, you can take advantage of a more engaging presentation that makes it possible to hold your audience’s attention far longer while promoting discussion about the project. If you have found it difficult in the past to keep people focused on the discussion at hand, this could prove to be the ideal solution for your needs.

Real Time Chat

A Real Time Chat Box on the software serves as the perfect tool to launch a discussion about what is taking place on the screen. Not only is there a public chat room for each conference, but private messages are also supported between users. Communication is vital to good collaboration and this real time chat makes it possible for ideas to be kicked around easily by everyone, thus setting the stage for ideas to evolve more easily. When you need everyone on board to drive creativity and collaboration, real time chat can help you to do that.

If you would like to experience a free web demonstration of our web conferencing product, R-HUB web conferencing servers, please call us at 1-866-758-0984 or email us at sales@rhubcom.com.

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How Small Businesses Can Take Advantage of Audio Conferencing Using R-HUB HD VOIP Audio Conferencing

June 25th, 2015 by ali No comments »

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Audio conferencing is typically seen as a luxury that only large companies are able to afford. This is generally because there is a perception that audio conferencing requires a lot of expensive equipment along with recurring subscription fees. That is hardly the case, however. Even small companies are able to use conferencing to their advantage. In addition to using conferencing to host large internal conferences, small companies can also use conferencing to great effect for hosting update calls for their investors. This is actually a great way to keep the people who have invested in your company informed about the direction in which your company is going and how your business is doing.

R-HUB’s TurboMeeting provides HD audio conferencing whenever you host a meeting. If you want audio conferencing independent of web/video conferencing, you can get just what you need with the TM paid for audio conference subscription, too. Additionally, small companies can also use unassisted conferencing services to have meetings within their own company. This makes it possible for businesses to conduct efficient meetings without everyone needing to leave their desks and drop what they are doing.

Conducting More Efficient Employee Training with HD Audio Conferencing

Another great feature is the ability to record these meetings so that anyone who may have missed the meetings can listen to them at a later date. This also gives your business the opportunity to record new employee trainings so that they can be played again and again on an as-needed basis. With this feature, your new hires can do their training from any location, which makes hiring remote workers even easier. You can also ensure that your training maintains a consistent quality with everyone receiving the same information. In fact, you may find that this is a great way to grow your business if it is sales-based, because it allows you to expand your reach across multiple states or even multiple countries. This can be incredibly beneficial in today’s highly competitive world of business, as the global marketplace continues to expand at a rapid pace.

Keeping Informed Across Multiple Geographic Locations

The ability to conduct meetings via audio conferencing also makes it possible for people to stay informed even if they are not actually in the office. If you have staff who travel, you can use audio conferencing to make certain that everyone stays up-to-date. Since all you need is to dial in a number to join the conference, your employees are able to join from wherever they may be. This means that for construction companies, your employees never need to leave the job site in order to attend important meetings.

Companies today need every advantage possible in order to remain competitive. HD video conferencing provides companies of all sizes with the tools they need.

If you would like to learn more about R-HUB HD VOIP audio conferencing, call us at 1-866-758-0984 or email us at sales@rhubcom.com

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Turn Remote Support into a Friendly Experience Using R-HUB Remote Support Servers

June 24th, 2015 by ali No comments »

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When customers first make a purchase, they are typically happy with it. But, by the time support technicians hear from customers, the mood has usually shifted. By this time, they have a problem, they have become annoyed and frustrated and are perhaps even angry. Whatever is happening on their end, they are likely thinking that their problem is your fault.

Whoever is actually at fault, your support technicians are the ones who are responsible for bringing your customers back to feeling positive about your company. That simply will not happen if the attitude your technicians convey is impatient, accusatory, or if they are more interested in quickly closing out a ticket or casting blame onto someone else.

It’s not always easy for support technicians to stay positive when customers are upset. That annoyed, frustrated, and angry customer may be paying little to nothing for support, and you have to worry about your budget. Furthermore, that customer’s problem may have no direct connection to your product or service whatsoever. No team or company is capable of supporting every conceivable issue. To attempt to do so would be an exercise in futility.

Improving the Effectiveness of Customer Support

How, then, can you optimize the effectiveness of customer support?

  • First things first: try to determine the root cause of the problem. This is important even if you know it’s not actually your fault. Try to engage the customer on a personal level and help him or her to resolve the problem, even if you have quickly ascertained that your service or product is not at fault.
  • Your organization will make a more positive impact if your support team can suggest a solution, provide the customer with helpful steps to follow, or identify the right party to contact, rather than dismissing their request altogether.
  • If the problem is related to your service or product, the question you ask or the directions you give could increase the customer’s level of annoyance or frustration rather than alleviating it. A remote support toolsthat enables you to take over the customer’s computer so that you can see what they are seeing, and show them how you are making a fix, can make a world of difference.
  • Better yet, if your remote support tool possess video capabilities. With such video capabilities, your technicians will be able to diagnose and resolve issues without the need to rely on inefficient or even incomplete verbal and written descriptions of what is going on. This allows you to see problems that your customers might not have even noticed.
  • A happy customer will tell others, but it also worse in the reverse. Unhappy customers will also tell people. A remote support tool with video capabilities helps your technicians to keep your customers happy and coming back to your business.

Interested in providing better remote support to your customers? Call us at 1-866-758-0984 or email us at sales@rhubcom.com for a quick demo.

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6 Interesting Stats about Desktop Video Conferencing for Business

June 19th, 2015 by ali No comments »

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Are you considering upgrading to a desktop video conferencing solution within your workplace, but you want to have all of the relevant facts and information before making a decision? Below are six statistics about desktop video conferencing that you should be aware of….

  • When working remotely, 87 percent of desktop video conferencing users feel more connected to their teams and colleagues. Connected teams have a clearer understanding of their work tasks and are able to work more efficiently, resulting in increased productivity. 
  • Verbal communication only counts for 35 percent of all communication. This is the reason why there are many occasions when picking up the phone simply will not do. In order to truly understand and relate to each other, we need to be able to see facial expressions. Desktop video conferencing allows users to benefit from face-to-face communication without any need for physical proximity. 
  • 95 percent of working professionals believe that face-to-face communication improves overall communication. By deploying desktop video conferencing solutions, that 95 percent can experience face-to-face communication from any location, without any need to travel. 
  • 54 percent of professionals believe that if they are not able to meet in person, desktop video conferencing is the next best thing. That is more than double the amount who believe that telephone calls are the next most effective communication tool. 
  • By the end of 2015, 50 percent of video conference calls will be conducted via mobile. We are now living in a smartphone age in which mobile devices are chosen increasingly over standard PCs. As mobile technology continues to improve, more people will be using their smartphones for video conference calls. 
  • 94 percent of workers believe that they would work better from home. Desktop video conferencing is a communication solution that allows people to work from wherever they choose; their home office, a local café, or their dining table.

Upgrade to a Desktop Video Conferencing Solution

All of the statistics now point toward desktop video conferencing being an increasingly popular and important tool for business communication in the years to come. If your organization is not taking advantage of the ability to communicate via desktop video conferencing, you could be missing out on critical benefits, including the ability to move ahead of the competition.

Not only can desktop video conferencing help to make your employees more productive, but it also gives you the ability to communicate with employees, colleagues, and even clients in much more fluid manner. No longer are you restricted to geographic locations or even time zones. Your organization gains the ability to communicate face-to-face with anyone at any time and in any location. As a result, you are able to unleash the full potential of your organization and take advantage of more market opportunities.

If you would like to experience desktop video conferencing for yourself, sign up for a free trial with R-HUB Desktop Video Conferencing at http://www.rhubcom.com or contact us at 1-866-758-0984. You can also email us at sales@rhubcom.com

 

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