Remote support with WebEx

Problem resolution to meet todays' global needs

Lower the cost per interaction and increase employee productivity with WebEx's web-based remote support solutions. Diagnose problems faster, reduce handle times, increase first call resolution and eliminate your backlogs. Improve customer satisfaction by reducing downtime and increasing the quality of call resolution.

Empower your support organization with WebEx for the following:

Increased first-call resolution
Use the WebEx Support Center application to view and control your customer’s entire desktop and applications. Diagnose problems, transfer files, download patches or updates, test and run applications to ensure proper installation. Upload customer files for quick analysis.

Unattended remote access
Reduce the need for on-site visits by using the WebEx SMARTtech application to remotely access unattended machines regardless of location or firewall setting. Your support staff can securely view and take control of the machine, even reboot if necessary.

Proactive maintenance
The WebEx SMARTtech remote support application allows your support staff to perform service and maintenance tasks without the customer needing to be present. Stop problems before they occur by easily providing regular maintenance.

Team meetings
Team meetings can be made more interactive and collaborative when you use the WebEx Meeting Center™ on-demand web meeting application. Share recorded sessions, demonstrate key product changes and deliver presentations regardless of location.

Staff training
WebEx’s complete support solution includes fast and easy techniques for keeping the support staff up to date on product developments. Training Center lets them spend less time in training and more time helping your customers. Create dynamic training sessions using Presentation Studio and reuse them for new hires and refresher courses.


Ad-hoc or unattended — WebEx has the solution

 
WebEx Support Center WebEx SMARTtech
  Person-to-Person Remote Support

Attended: customer is always present on the other end

First Call Resolution: view, diagnose, and resolve the problem in one support session

Easily add support personnel or experts as needed

Tell me more about Support Center. 		  Person-to-Machine Remote Support

Unattended: no person is present at the remote computer

Persistent session or frequent connection to the same machine

Perform regular maintenance and support, anytime day or night

Tell me more about SMARTtech.

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"The decision to implement WebEX Support Center has proved to be well founded. The results speak for themselves. At today's run rate of 1200 WebEx sessions per month, this translates to an annual savings of nearly $600,000 and an ROI in excess of 700%!"

Jeff Quast, Quality Programs Manager, Lawson Software


Learn how Lawson Software achieved a 700% ROI using WebEx

"Remote Support Best Practices"
DB Kay & Associates