High-level Support Only When It’s Needed Most
We’re not going to tell you that all problems fix themselves. There are times when having highly skilled support is important to get customers back on track. But, help desks are expensive. So, let’s keep it for the tough stuff, and then make it fast and complete.
Our Assisted Service helps your support desk professionals give your customers the highest level of support without an on-site visit. This means a centralized, informed help desk that’s cost-effective and more sophisticated than a hotline receiving blind calls from distraught customers.
With our solution, your help desk collects routing and diagnostics data from the user as the support request comes in. Once they engage with the customer, support agents interact with users using three integrated components:
- Web-based multi-session chat: lets agents assist up to four end users at a time—a valuable productivity multiplier for high-volume help desks.
- Web-based remote control: gives support staff virtual control of the client’s system so they can quickly find and fix the problem no matter where the customer is. No on-site visit required.
- Advanced diagnostics and remediation tools: give support staff real-time decision making data so they can quickly diagnose the situation and then use chat and remote control to repair the issue. This big step forward in remote remediation is what allows the help desk to be so effective.
These capabilities help you reduce call-handling times, increase first-call resolution rates and improve your quality of service. And this means more efficiency and less expense. You actually save bundles of money.
Cool Advantages of Assisted Service:
The whole solution is integrated and automated, which means that when one of your customers needs help, we make it easy for them to move from one channel, like self-service, up to assisted service so they get the help they need. The system remembers their history, so the customer doesn’t get frustrated and the help desk doesn’t waste time back tracking. As you provide more efficient service, your customers are happier and your costs go down too.
- Cuts service cost by increasing first-call resolution and trimming average call handling time.
- Boosts customer satisfaction through speedy tech support.
- Reduces expensive customer site visits.
- Ensures no lost interactions by smoothly transitioning from self- to assisted service.
- Eliminates costly one-on-one support and turns your agents into multi-taskers.
- Reserves high-cost help desk resources for complex issues, while other channels handle routine tasks.
- Works anywhere. Even through firewalls.
- Integrates smoothly with popular call-tracking software.