Remote support: how to be close even when you are far away?
Posted: Sat Dec 07, 2024 9:41 am
Remote support is a type of customer service that is offered remotely, through specific programs for that function. Remote assistance allows the support agent to provide technical support and perform maintenance tasks, while accessing the data center and viewing the customer's history.
The COVID19 pandemic accelerated some trends that accompany the digital revolution. According to ECLAC , some of the most significant changes in Latin America were:
The need to provide remote support is great britain email address more evident than ever. That's why it's useful to know how to provide quality technical support and what the best tools are to do it.
In this post we tell you what remote support is, what its advantages are and what remote support trends to pay attention to.
3 pillars of remote support
To implement remote assistance in your company you need 3 essential elements:
1. Remote support software
This tool can resolve technical incidents or perform preventive maintenance functions .
Follow these tips to choose the best support software for your business .
2. Hardware to use the program
Employees need equipment (computers or mobile devices) and broadband internet to work remotely.
3. Safety procedures
Remote support requires protecting customer data. Having IT security experts and data protection resources is essential for this task.
Remote support programs: what are they for?
When deciding how to provide remote technical support , special software for this function is your ally. Remote assistance programs allow you to:
Learn more about remote support software at: Free or Paid Remote Support Software? 4 Tips for Deciding
Advantages of remote assistance
1. Allows integration
Remote technical support has several integrated support channels , from the most traditional ones such as telephone or email, to social networks, chat and FAQ pages.
In addition, programs that integrate chatbots allow for real-time support.
Learn about 7 success stories from companies that use chatbots to provide remote assistance.
2. Offers a data library
Behind virtual support there are centralized databases that organize valuable information. This is how customer service agents obtain data about customers, as well as find information on recurring problems and quick solutions. This way, efforts are not duplicated and customer service agents offer a consolidated response.
3. Increase productivity
Remote support programs use a ticketing system to organize incoming requests. The company establishes the steps to be followed and defines remote assistance priorities.
4. Expand the reach
Remote assistance allows for the provision of services to national and international clients without the need to travel. In a study carried out by WTO on 600 small and medium-sized companies, 70% of them attributed the integration of foreign clients to the use of the Internet.
5. Reduce costs
Improving productivity seems to be the most direct way to reduce costs. While all operational software reduces costs for small and medium-sized businesses , in the case of remote support programs, agents save time and costs by not having to travel.
6. Optimize resources
By automating tasks and assigning specific tasks to specialized employees, you can organize your workflow with a different approach.
Embracing remote support can give you the space to be proactive and anticipate your customers' needs.
7. Allows you to create self-management tools
By identifying and cataloging frequently asked questions, databases can be created for users to search for their own answers.
According to Zendesk’s CX Trends 2023 report , a lack of basic online information and a lack of self-service are driving customer anger. The ability to facilitate self-service is a major advantage of remote support software.
Customer Experience Trends Report 2023
Download here
Remote support as a trend
In addition to reducing costs, remote support has become a trend .
Until recently, 57% of customers expected in-person service. In 2020, that number dropped to 42%. And in 2021, 43% of customers already preferred to use digital channels to communicate with companies.
Online support is one of the fastest growing types of technical support . And remote support chatbots allow for fluid and immediate interaction.
The COVID19 pandemic accelerated some trends that accompany the digital revolution. According to ECLAC , some of the most significant changes in Latin America were:
The need to provide remote support is great britain email address more evident than ever. That's why it's useful to know how to provide quality technical support and what the best tools are to do it.
In this post we tell you what remote support is, what its advantages are and what remote support trends to pay attention to.
3 pillars of remote support
To implement remote assistance in your company you need 3 essential elements:
1. Remote support software
This tool can resolve technical incidents or perform preventive maintenance functions .
Follow these tips to choose the best support software for your business .
2. Hardware to use the program
Employees need equipment (computers or mobile devices) and broadband internet to work remotely.
3. Safety procedures
Remote support requires protecting customer data. Having IT security experts and data protection resources is essential for this task.
Remote support programs: what are they for?
When deciding how to provide remote technical support , special software for this function is your ally. Remote assistance programs allow you to:
Learn more about remote support software at: Free or Paid Remote Support Software? 4 Tips for Deciding
Advantages of remote assistance
1. Allows integration
Remote technical support has several integrated support channels , from the most traditional ones such as telephone or email, to social networks, chat and FAQ pages.
In addition, programs that integrate chatbots allow for real-time support.
Learn about 7 success stories from companies that use chatbots to provide remote assistance.
2. Offers a data library
Behind virtual support there are centralized databases that organize valuable information. This is how customer service agents obtain data about customers, as well as find information on recurring problems and quick solutions. This way, efforts are not duplicated and customer service agents offer a consolidated response.
3. Increase productivity
Remote support programs use a ticketing system to organize incoming requests. The company establishes the steps to be followed and defines remote assistance priorities.
4. Expand the reach
Remote assistance allows for the provision of services to national and international clients without the need to travel. In a study carried out by WTO on 600 small and medium-sized companies, 70% of them attributed the integration of foreign clients to the use of the Internet.
5. Reduce costs
Improving productivity seems to be the most direct way to reduce costs. While all operational software reduces costs for small and medium-sized businesses , in the case of remote support programs, agents save time and costs by not having to travel.
6. Optimize resources
By automating tasks and assigning specific tasks to specialized employees, you can organize your workflow with a different approach.
Embracing remote support can give you the space to be proactive and anticipate your customers' needs.
7. Allows you to create self-management tools
By identifying and cataloging frequently asked questions, databases can be created for users to search for their own answers.
According to Zendesk’s CX Trends 2023 report , a lack of basic online information and a lack of self-service are driving customer anger. The ability to facilitate self-service is a major advantage of remote support software.
Customer Experience Trends Report 2023
Download here
Remote support as a trend
In addition to reducing costs, remote support has become a trend .
Until recently, 57% of customers expected in-person service. In 2020, that number dropped to 42%. And in 2021, 43% of customers already preferred to use digital channels to communicate with companies.
Online support is one of the fastest growing types of technical support . And remote support chatbots allow for fluid and immediate interaction.