Reduce support costs with remote desktop access
Whether you support customers or employees, high-quality support can be
expensive and time consuming to deliver. You can solve more problems faster with remote desktop software. You'll eliminate problem escalations and improve customer satisfaction.
The most expensive part of the support lifecycle is diagnosing the problem. You can waste hours on the phone (and create a lot of frustration) while your customer tries to describe the problem, gathers technical information, and then attempts to implement the recommended fix. But on-site visits are often unaffordable.
With remote desktop access, you can see the problem and provide a hands-on fix--without traveling. You’ll help more people faster, at less cost. See how it works. Sign up for a 14 day free trial of WebEx Support Center.
Use remote desktop software to see what's happening
Improve problem resolution times dramatically when you can see and control a remote desktop. Rather than being dependent on fuzzy descriptions, you see exactly what's going on and can quickly check environment and configuration variables. Once a user grants you remote access, you can transfer files and configure setting files.
Install fixes and patches
You can install software updates and patches and adjust configuration files with remote desktop access. Your customer still remains in control of their system, authorizing remote access as needed. Augment your support with phone connections or live chat. Explain what is being done and why. The customer can ask questions, observe, and learn.
“WebEx enables us to access clients’ environments and troubleshoot issues immediately. We answer client support requests within 30 minutes, while our competitors can take up to a full day to respond.”
Lori Bello, Client Services Manager
Maintain unattended devices with remote access
Point-of-sale systems, remote servers, and other devices that don't require user access still need to be maintained. With unattended remote access software, you can maintain hundreds or thousands of devices with centralized administration capabilities.
Start support sessions from other applications
When your remote support software is integrated with CRM software you can start a remote support session right then and there. Integrate “click to connect” options with your own products or web site. Watch the WebACD Quick Tour to learn more.
A few advanced features
Make sure that the remote desktop support software you choose is easy for both reps and customers to use. Managers should be able to easily get stats about number of sessions, and the length of sessions. Your queues should be configurable using rules-based routing. You’ll also want to be able to:
- Log and record remote access sessions to ensure compliance and security
- Record sessions for training new hires
- Get reports that will help you optimize your support processes
- Ensure 128-bit SSL and AES encryption for secure support sessions
- Access integrated VoIP
- Work across multiple platforms
- Work through firewalls on http and https ports
WebEx has remote desktop software for every size business
Individuals: Extend your customer base with affordable remote support software.
Small and medium businesses: Improve your service delivery while cutting costs with on-demand hosted online support software. Whether you're in customer support or IT support, choose from a suite of remote support software, including remote access, system management for systems on a distributed network, and service desk software for managing your support requests.
Large businesses: Provide secure enterprise-grade support to a global workforce and remote customers. Diagnose and fix problems, manage remote desktops, automate help requests, and provide employees with remote access to their office computers from anywhere in the world.
