Posts Tagged ‘remote support solutions’

How RHUB Remote Support Solutions and Collaboration Helps Service Desks Meet Priorities

March 19th, 2015


HDI (Technical Service and Support Professional Association) recently released their HDI Support Center Practices Report, which shows industry trends in terms of technology, processes, and challenges for support center organizations. HDI is the first membership association and certification body created specifically for the technical service and support industry. The annual research-based report defines a support center as including service organizations that provide support to internal or external end-users, or both. In terms of priorities of organizations, there are some interesting findings. The report also highlights how current processes and technologies could impact performance results.

A Rise in Volume
Among the most interesting facts highlighted in the HDI report is the observance of a continued trend this year for support centers that has resulted in the increase of ticket volume. The primary drivers of this trend include new applications, systems, equipment, devices, and customers now requiring support. As the breadth of devices and systems continues to increase, it places even more importance on IT and how they support them.

When reviewing the reasons why volume had decreased in some support centers, the HDI report found that 16 percent of respondents attributed the decrease to remote tools for support that assist in driving and increasing first contact solutions, thereby reducing volume to and from the customer.

Remote Support Adoption

Remote control ranked third for the second year in a row in technologies required to provide successful end-user support behind incident management and knowledge management. A significant percentage of service desks currently use remote support technologies, such as R-HUB remote support servers. In fact, 84 percent of respondents stated they currently have remote support. An additional 7 percent stated they plan to add remote support.

Support Center Priorities

When reviewing the priorities, the report found that the two highest priorities are supporting business growth and reducing costs. In order to accomplish this, organizations will need to find ways in which they can continue driving greater efficiency with a focus on technology and training to assist in resolving customer issues more quickly and on the first contact. The use of Remote Support Solutions, such as R-HUB can play a major factor in driving a reduction in volume while also aiding support center reps with the ability to support a broad range of devices in a quick and efficient manner.

The Need for Greater Collaboration
When reviewing collaboration in terms of the support desk, it seems as though there is still ample opportunity for greater adoption in order to drive even greater efficiencies. First-call resolution, referring to a resolution by any level on the first phone call, was only 2 percent higher than first-level resolution and only approximately 4 percent higher on incidents than first-contact resolution, in which resolution is achieved by the first person responding. There is also an opportunity to continue to drive greater collaboration by breaking down silos as well as utilizing technology, such as R-HUB Remote support servers for reducing real-time escalation rates.

For more information about R-HUB remote support solutions, please visit or contact us at 1-866-758-0984.

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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.

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