Posts Tagged ‘remote support benefits’

Help anyone Remotely with R-HUB Remote Support Servers

August 12th, 2016

R-HUB remote support servers provide a great way to help everybody remotely, no matter if he is a technician, a salesman, or simply a friend that needs help. In this post, we will review this precious tool of R-HUB product suite.

Ever been in need of giving or getting remote help? Probably many times, especially for technical issues, like something to fix or a PC that won’t work. Or you have been in a situation where remote help could have sorted things out without the need of the physical (and usually very expensive) presence of a technician. Now, maybe you do not know that remote support sessions are a great way to provide quick and easy remote help, no matter whether it is your sales agent that needs help, or a friend that has problems with its pc.

What is a remote support session? In a remote support session, someone that is called remote supporter can help a customer or another member of the staff to resolve issues through connecting to his laptop, pc, or mobile device. The supporter can also get full control of the remote computer and convert an attended session into an unattended one.  Other features of R-HUB remote supporting are document sharing, fully registration of sessions for auditing or other purposes, and remote access to a pc or laptop by utilizing a mobile, as R-HUB servers fully support Android, IPad and IPhones. Last, it is also possible to run multiple support sessions on the same computer.

In this way, remote help is given without sending someone on the spot, with consequent money saving. There are some other advantages, anyway, like, for example:

  • The remote supporters has the whole documentation at hand and can share easily, documents and knowledge with the person in need;
  • The multiple support session feature allows getting help from a team, even composed of several people that are not physically on the same place.

A R-HUB remote support session is managed through a R-HUB remote support server. Light, small and silent (they have the size of a book and can be easily stored on a shelf of a bookcase) , R-HUB remote support servers are plug-and-play machines, which mean that they start working immediately after being connected to the electricity grid.

Other interesting features common to all R-HUB remote support servers are that they are easy to install and configure, they are self-upgrading, and they need no maintenance or IT dedicated teams.

Price is low. A R-HUB remote support server costs $295 only. On line, free trials are available, all you need do is to open a free account. If you are interested, visit R-HUB web site, http://www.rhubcom.com/v5/remote-support.html

  • Share/Save/Bookmark

R-HUB Remote Support Servers Can Help You to Benefit from Global Enterprise

April 23rd, 2015

build_trust

While your enterprise remote support operations might be working wonderfully at the local level, and perhaps even at the regional level, how can you be certain you are delivering the same best-in-class level of support when the sun goes down in your corner of the world? Delivering superior quality support across multiple time zones and even across the world can be a challenge without the right solutions in place. In such situations, you must ask yourself, whether your enterprise can follow the rising of the sun with your support operations? Below are a few challenges you must consider:

High Availability
Consider whether you have the right support infrastructure in place to always be able to serve your remote employees or customers across the globe? It is vital that you seek out solutions that will provide high system redundancy, the ability to place support infrastructure close to end customers in a strategic manner, and also provide support session load balancing in order to provide an exceptional support experience. Without the ability to ensure that you are always available when your employees and customers need you, your enterprise could be at risk for serious vulnerabilities. With the right support infrastructure in place, you can help to mitigate those risks while ensuring you provide everyone who relies on you with the support they need.

High Scalability
Are you able to quip support technicians with the right tools to help your remote employees and customers around the globe quickly? In today’s highly competitive business world, it is imperative that you be able to move rapidly. By seeking out solutions that provide concurrent support license models and optimize license use through pooling across multiple regions, you will be able to benefit from a highly scalable model that suits your business needs. This is a much more cost-effective and efficient model that makes it possible for you to expand your operations without worrying about being hampered by unwieldy and expensive user agreements.

Centralized Management
Are you able to coordinate all of your remote support operations from a single location? In today’s increasingly global economy, you must be able to provide global operations from anywhere in the world. Consider a support solution that offers a multi-appliance management console and centralized support performance reporting capabilities to ensure that you are able to provide the same level of management and support regardless of where you may be located. This type of integration will make it much easier for you to operate your enterprise globally and perform in a far more competitive manner, which can be beneficial for enterprises of all sizes, but especially those experiencing high levels of growth.

Implementing an effective global enterprise support system requires that you take a number of factors into consideration. Regardless of where you may be at the moment in your enterprise, R-HUB is here to help. Contact us at 1-866-758-0984 or email us at sales@rhubcom.com to obtain more information about R-HUB remote support products.

  • Share/Save/Bookmark

How Service Centers Can Reduce Volume with RHUB Remote Support Servers

July 28th, 2014

According to the Bureau of Labor Statistics, employment is continuing to show gains. The latest unemployment report indicates that jobless claims have fallen to an eight-year low. Increases in hiring have had tremendous effects to IT organizations that have had to equip new employees and cope with the need to support additional users along with their BYO devices.

Today, many IT departments face the challenge of hiring new employees while struggling to keep pace with the demand but at the same time experience difficulty in locating qualified candidates. As a result, IT organizations are now increasingly in need of processes and tools that can provide extended support while simultaneously reducing expenses.

Of IT organizations surveyed, those that witnessed a decline in volume attribute such declines to Remote Support.

How Does Remote Support Lower Volume?

IT organizations are able to reduce overall work volume with effective remote support tools, like RHUB remote support servers, by improving resolution at the first line and reducing escalations to higher levels. A tremendous amount of time is typically spent in attempting to determine the core problem during standard phone interactions. In situations in which the representative must rely on verbal information provided by the end-user, it can be difficult to isolate the precise issue. This can result in unnecessary escalations to higher tiers and delay customer resolutions.

Delayed resolutions can affect costs as well as customer satisfaction. With the implementation of support tools such as RHUB, the representative is able to quickly see precisely what the customer is also seeing. He or she is then able to troubleshoot the issue in real time in order to more accurately identify the core problem.

In addition, remote support tools are also able to provide improvements in first contact resolution for problems that do not require escalation to the next level. First tier representatives are able to invite SMEs into a remote session with advanced remote support solutions. Consequently, they are able to collaborate with the customer without handing him or her off to the next level.

This process significantly improves efficiency while also reducing the percentage of problems that simply sit in the escalation queue. By providing first-line representatives with the tools necessary to resolve more issues and by reducing the amount of time that it takes to bring SMEs into conversation, IT departments are able to witness dramatic increases in first contact resolutions.

By implementing effective processes that will provide increases in first-line resolution, centers are also able to take advantage of decreases in volume. When the need for customers to call back to the center is reduced, volume naturally declines.

Remote support also provides a number of other benefits. By resolving more issues on the first-line, costs are reduced, as well. Even small reductions in escalation issues can tremendously impact an organization’s cost per interaction. In addition, improvements in first-contact resolution drive faster resolutions for end-customers, thus increasing customer satisfaction.

Are you interested in learning more about how you can increase first contact resolution? Contact RHUB at 866-758-0984 or visit http://www.rhubcom.com

  • Share/Save/Bookmark