By Aashu Chandra
Remote-support technology is a proven way to increase agent productivity by empowering them with the ability to access a device directly for more accurate troubleshooting without leaving their desks. Even companies with successful knowledge-base implementations and highly trained agents can find a significant return on investment (ROI) for a remote-support project.
Remote-support technology can give you the following benefits:
· Reducing call-handling time. Case studies from successful remote-support implementations show that with an agent in the driver’s seat, incident-handling time can be lowered by as much as 50 percent for certain incidents. As technology becomes more complex, walking novice customers through recovery procedures or checking detailed settings can take time and increase customer frustration. With the agent free to take control of the machine, perform needed procedures and check settings, much less time is spent actually resolving the issue.
· Increasing first-interaction closure rates. When agents are able to instantly “see” error situations first-hand and check the system environment remotely, problems can be identified and resolved immediately, avoiding multiple calls or email communication to gather additional information.
· Deflecting phone interactions. Allowing customers to communicate effectively via their channel of choice is key to increasing satisfaction. Remote support offers the same capabilities via a Web chat/collaboration session as a phone call, allowing customers to remain in their channel of choice for the entire problem-resolution session.
Remote-support technologies should be a standard component of all application management solutions. Remote-support leads to higher customer satisfaction and reduces cost for the application management service provider.