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 users back on track. But, a help desk transaction can be 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 users 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 workers.
With our solution, your help desk receives routing and diagnostics data from the user’s system as the support request comes in. Once they engage with the user, 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 capability enabler 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 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:
- Improves your key help desk metrics: reduce call handling time / improve total time to resolution
- Boosts employee satisfaction through speedy tech support.
- Reduces expensive desk-side or on-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.
- Integrates smoothly with popular call-tracking software.