Remote Support Software Enabling Omnipresent User Assistance

Experts can’t be present everywhere and neither are they required to be. Remote support software is another landmark development in the field of technology that took radio waves communication to a third world facility by means of remote access and screen sharing allowance. Security encryptions are strong and the augmented reality feature is used to guide the onlooker virtually via audio-video mode through the steps to be taken to reach the solution. Remote assistance is usually used for troubleshooting and installation of heavy machinery and complex equipment that require expert supervision.

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Remote Support Software Enabling Omnipresent User Assistance

Challenges in remote assistance

Visit costs

Visit costs

Each time a complicated troubleshooting is to be carried out, an expert is needed to supervise the same and rule out all the precautionary measures. The cost involved per visit is high and incurs burden on both the parties.

Need of expert’s eye

Need of expert’s eye

It is always essential to handle the complexities with full diligence. Whenever a query arises, the expert liable to handle the same should be briefed thoroughly about the knowledge related to query.

Delay in doubts

Delay in doubts

As soon as doubts arise, they must be clarified and the complaint closed. In absence of this, consumer shall be tempted and impatient. AR is thus essential to solve the issues by implementing automated knowledge.

Self-service desk

Self-service desk

Troubleshooting and installation guide is essentially needed for the household consumers and clients as well. AR can serve as an aid to self-service by guiding the user through thick and thin of the troubleshooting.

Benefits of remote support software

Instead of reading out a hectic set of manual and instructions, simply put on the remote assistance feature of troubleshooting instructions and get live direction. Have your machine and equipment installed with life-like support and accuracy delivered by the pro.

Manual v/s man

Through remote support software, the agent can request for the access to the screen of the user’s device or can connect through a camera lens. The user can show the situation live and solution is available on real-time basis.

Real time service

With the access to the user and the agent possible any time, over device, the support service is now not just omni-channel but omni-present as well. AR helps in drawing solution right where problem arises.

Omni-present support

Remote assistance can be required for any device, any machine, and any equipment thus making all the industries equally in need for AR aid. A machine, device, or equipment thus can be set up using AR assistance.

Troubleshooting

The gadgets like smart view glasses and automation speakers use robotics and artificial intelligence to not just be in real time but rather infuse as the user’s physique and speed up the guidance and resolution process.

Smart gadgets

Features of remote support software

Interactive remote support software resolves complex queries and simplifies customer interactions through live camera via remote screen access in between agents and a series of questions accompanied by multi-choice type answers.  This streamlined technical process for support teams and customers has a step-by-step intuitive workflow.

Interactive how to guides

It is the visual remote assistance that agents need while handling complex customer interactions. Visual guides ensures best for agents and users by allowing faster and efficient resolutions using images as a better tool as compared to words.

Visual support

Knowledge base of an organization is its entire data created and curated. A content management system with connected cloud repository of multiple devices to make information easily accessible across all touch-points lists the service and parts guides and catalogue digitally.

Digitized service manuals & parts checklist

Learning management system is a boon for the experts to learn specifics about product and the consumer behavior thus helping them fair better at communication with confident and persuasive tone delivering compact FCR resolutions through a single knowledge platform.

Unified knowledge repository

Impact of remote assistance on various users

Agents

Agents

In a highly dynamic environment as that of AR, the contingent forces are strong and require a specialized hand in the same. When a robust knowledge base is a given, the struggle for better performance no more remains a pressure.

Customers

Customers

With self service enablement, it becomes feasible for customers to decide the mode of help. Consumers feel privileged when given an option to choose from; and what better than freedom from long and hammering call center ring tones.

Operations supervisor

Operations supervisor

Role of operations supervisor is of inevitable importance as well. The query pertaining to a financial problem involves a lot of brainstorming resulting in an impatient caller. This caller if lost here, will be a customer lost from sale counter too.

Field executive training

Field executive training

Onboarding of field experts, in reality is one of the most crucial parts of recruitment. Experts with good mechanical and vocal skills are trained in accordance with organization’s products and knowledge aiming to achieve higher levels of C-SAT & FCR.

Digital team

Digital team

Majorly responsible for digital transformation of a company backed by robust strategy and planning; an engaging and interactive website or app can reap conversions if it’s friendly and compatible enough for the search engine to crawl through.

CX heads

CX heads

Consumers can reach out to you through app, website, bot, WhatsApp, social media, text, and call 24×7. Any loophole evident results in degradation of CX and NPS. It is thus essential to prevent any decrease in agent efficiency, learning, and quality.

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