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IT SUPPORT

WebConference.com™ video conferencing remote support

Remote Support Feature: A Long Distance Solution
Solving customers' issues can be difficult enough, but when computer support staff cannot see what customers see, fixing problems can become impossible. That's where WebConference.com™ remote control feature comes in.

Remote computer control is a way for a support team to gain direct visibility into the problems experienced by customers - through the eyes of customers. By employing this remote support tool, a company and its customers can save themselves time and frustration, and instead focus on solving issues quickly and efficiently.

How Remote Support Works: A Real-Life Example
Say, for example, that one of your customers calls with a technical issue. Instead of painfully directing your customer over the phone, the technical team directs the customer to a video conference virtual meeting. The remote assistance staff can view and even control the customer's computer. The remote help desk team can not only get the operating system and product information they need to address the customers' problems, but the customer can see and hear what the support staff is doing so the customer can replicate the same steps in the future.

Additionally, WebConference.com™ offers a "LIVE SUPPORT" button that you can place on your website. This makes it very easy for your support staff to help customers visiting your website.

Why Remote Support?
Remote support is convenient, but what are the advantages of such web collaboration over simple email or phone support?

First, a company can use remote support to see everything a customer is seeing to eliminate user error as a cause of the problem. If a customer is making a mistake, support staff will not only be able to correct the mistake, but teach customers for the future. Second, any changes are instant and immediate, as if a remote support team member is sitting right next to the customer. Finally, remote pc access lets the technical team see the customers' issues through their eyes, letting the company know which aspects of their product are problematic for the user and hence giving valuable feedback and suggestions for product improvement.

Any product will always have issues, no matter how minor. Remote support eliminates the guesswork for support staff, allowing employees to view and solve customer problems without the barriers of phone and email. A solution for customers and companies alike, remote support makes everyone's lives more convenient and efficient.

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