Providing an excellent customer experience at every phase of the customer interaction cycle delivers positive and measurable ROI in that it encourages repeat business, and creates valuable references for new sales. The financial benefit is further enhanced by applying appropriate technology to customer-facing interactions.
A positive customer experience starts with personal interaction and ends with the technology, and is enhanced with the use of remote support and remote control software. The technician should be trained in customer interaction and use of the remote support software to better engage the customer. When the remote support software needs to be launched, the technician must be able to explain the process to the customer, reassure them that it is safe and secure, and finally, ask permission to launch the remote session.
Remote support systems deliver a high-end customer experience both directly and indirectly. First and foremost, it saves the frustration of “talking through” a complicated procedure over the phone. For example, when a customer requires technical support, and action must be taken on the customer’s PC, allowing the tech rep to take direct control of the PC and execute the changes directly is a more efficient solution than talking the customer through the process. As a result, remote support capabilities will also help to minimize errors. During the process, the remote support can also be used as a teaching tool, as the customer will be able to see directly each step taken and hear the explanation behind each. In some remote support systems, there are even additional illustration tools that will allow the rep to draw circles or arrows on the remote system, to highlight an area of the screen or illustrate a point.
The remote support software can indirectly deliver a good customer experience because it captures the entire session, including all the relevant data and information that can be used for post-call analysis and sent to the engineering department for any necessary repairs. This allows for a more efficient product cycle, which ultimately delivers the client a product with fewer errors and a faster patch cycle.
Providing that premium customer experience, from a technological standpoint, can also be done by incorporating easy connection procedures for the client. Some legacy remote support systems require the remote participant to download, install, and configure a fat client software component, but this is time-consuming and sometimes complicated, and can be a burden to the client. Instead, deploy a remote system that employs a thin client or an interface that can be accessed directly from a web browser.