Posts Tagged ‘online training’

Improve Customer Support Experience with Remote Support

February 18th, 2014

Customer support is one of the most critical elements that set your firm apart from the competition. In fact, customer service is so important that it can make a difference between retaining a customer and watching them turn their business over to the competition. As the world of business becomes increasingly competitive, it becomes more important than ever to ensure that you provide your customers with exceptional customer service and support.

Trying to explain to a customer over the telephone or email what they should do in order to make a software work or resolve a computer program can be frustrating for your support staff as well as your customer. A remote support program provides the opportunity to greatly improve the overall customer support experience while reducing costs and frustration.

With the RHUB appliance, you gain the benefit of not only remote support, but also collaborative support for the greatest level of customer support. Through the use of the multi-tiered collaborative support option, you can invite two additional colleagues to participate in the support meeting. Each colleague is able to control the supported computer in order to collaborate in resolving the problem. As a result, you can rest assured that your customer will be able to benefit from the most robust customer service possible.

When using remote support for customer support, a variety of issues can be resolved. This is why it is important to select a remote support service that provides a variety of key functions. Collaborative remote support is obviously important, but it is also crucial that you select an appliance that allows you to gain secure control of the remote computer. Additionally, you should be able to institute a remote reboot of the supported computer and automatic reconnection during the support session. Secure unattended remote support can also prove to be beneficial. It should be part of the remote support solutions.

With the ability to switch to training mode during the support session, you can actually switch the presenter to be yourself. This allows the customer to view your screen and gives your support staff the opportunity to actually walk the customer through the resolution to the problem. Also, if you prefer, you can also take advantage of the option to pass your keyboard and mouse function to your customer to increase overall customer satisfaction.

One element that sets the RHUB appliance apart from the competition is in-session online training. This can prove to be particularly beneficial when a customer needs more in-depth experience becoming familiar with your product or service. The RHUB appliance is also unique in that it offers a guaranteed connection as well as collaborative support and knowledge sharing.

Improving customer support is an integral element in expanding your business. With the RHUB remote support appliance, you can take full advantage of the opportunity to interact with your clients and provide exceptional customer service.

  • Share/Save/Bookmark