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5 Worries You May Have About Remote Access Implementation

Implementing remote access software will elevate your business in many aspects. Your employees will have more freedom to help your customers, which results in happiness all around. Ultimately, this greater happiness leads to increased productivity and a higher ROI.

If you’re thinking about roadblocks you may hit along the way, don’t fret. We’ve provided ways to get around some worries you may face to ensure a smooth implementation process.

Worry #1: The software isn’t secure enough.

The idea behind remote access is a hard one to grasp, especially if you’re used to going on-site to support your customers. This is where research comes into play. You want to make sure that the solution you choose offers high levels of encryption, the best being 256-bit AES session encoding and 2018-bit RSA key exchange with different passwords for each session. This ensures your data is secure while you connect remotely.

Worry #2: Your employees won’t be happy with the change.

Change can be scary at first, and remote access will change the way your employees work. But as the workforce continues to shift into a more remote atmosphere, this software ultimately meets the demands of your employees. The software can work off of any device and can be used anywhere your employees have an internet connection (which is great, as 43% of employees spend at least some of their time working remotely).

Worry #3: Your customers will have a hard time using it.

If you think each new customer you serve has to go through an in-depth software download process to receive help from your team, think again. Most remote access software offers a quick support module that takes only a few minutes to set up. From there, the module allows your employees to take over your customers’ screen and diagnose a problem quickly and securely. You’ll save valuable time on both ends and have more opportunities to serve more customers.

Worry #4: The software won’t track important KPIs for business improvement.

Not only will a remote access software track and measure the top metrics, but it will also improve your results—which leads to happy customers and high ROI. For example, one company saw a 23% increase in first call resolution (FCR) in one month. And that’s not even the best part, because just a 1% increase in your FCR correlates to a 1% increase in your customer satisfaction. That’s a lot of happy customers!

Worry #5: You won’t be able to access all of your customers’ devices.

Traveling door-to-door to meet customer needs ensures that you can work on whatever device they need help with. Remote access software allows you to offer this same level of service without the need for time-consuming travel. You’re able to use any desktop, laptop, or mobile device to access any of your customers’ devices, including unattended servers and IoT devices.

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While the implementation process seems a bit daunting up front, the result is well worth any worries you may have. Remote access software eliminates the need to travel and gives you the opportunity to help more customers. It’s understandable that you may be worried about the implementation process, but with TeamViewer, you’ll receive excellent customer support to help you throughout the entire process. Learn more today.

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Overcoming SMB Challenges with Remote Access

Small- to medium-sized businesses (SMBs) face unique challenges that can put them at a disadvantage when trying to compete against their biggest competitors. Massive network hubs, global infrastructure, and budgets in the billions simply aren’t at an SMB’s disposal. Luckily, remote access can help solve some of the problems SMBs face so they can face off with their biggest competition. Here are the top three:

1. Reduce Cost

Smaller businesses have smaller budgets and can’t spend tons of time and money on disconnected tools and convoluted processes. Over 80% of business leaders state that problems arise when internal systems and applications don’t ‘talk’ to each other, wasting valuable time switching between devices and applications. Remote access software integrates easily with email, CRM, and helpdesk systems to keep all of your applications working in perfect harmony. Best-in-class remote access software will also make it simple to document, analyze, and improve your business processes (a concept referred to as process maturity) by collecting valuable data and making connections simpler. Process maturity is key to improving internal efficiency and reducing waste: 51.6% of businesses with high process maturity have experienced an overall decline in IT incidents and are less likely to stop projects due to unclear processes.

2. Improve Service

SMBs generally shine when it comes to offering their customers personal connections and excellent service. With remote access, you can take your service to the next level by improving how quickly you can reach your clients, giving you the opportunity to reduce mistakes and repeated issues. Research shows that 34% of consumers leave a brand because of a negative experience with service staff or because they made too many mistakes, so it’s key to offer the right solution the first time. Luckily, remote access lets you connect directly to your customers’ devices to view their screen and take direct control so you can quickly and easily diagnose and fix their problem. By improving your rate of fixing issues the first time a customer reaches out (better known as first call resolution, or FCR), you’ll see a direct improvement in customer satisfaction: a 1% increase in FCR yields a 1% increase in customer satisfaction.

3. Engage Your Team

In an SMB environment, chances are your employees are taking on significant challenges and wearing multiple hats. Despite your best efforts, this fast pace can lead to employee burnout and to a team that struggles to engage in their work. This is a serious problem that costs more than just your company culture: actively disengaged employees cost the U.S. $483 billion to $605 billion each year in lost productivity. Remote access can help combat this by empowering your team to work remotely from anywhere, and from any allowed device, giving them everything they need to stay productive on-the-go while promoting a healthy work-life balance. In fact, 53% of employees say a role that allows them to have greater work-life balance and better personal well-being is “very important” to them.

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When your SMB faces problems, TeamViewer can help find the solution. By improving the way your business works, you’ll be able to go head-to-head against your most massive competition. Check out our SMB Remote Access Kit for in-depth guides to everything you need to know about remote access.

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5 Need-to-Know Customer Experience Statistics for Your Support Center

Customer satisfaction is the cornerstone of the help desk’s function. When making decisions to help optimize your support center, it’s important to adopt tools and strategies that meet your customers’ simple, efficient, and solution-oriented needs.

While the temptation might be to focus on the numbers, it’s important to make sure that those numbers are backed up by a service-driven mindset.

82% of customers say the main factor in a great service experience is getting a quick solution to their issue

Understandably, users don’t want to sit on hold for long periods of time or struggle to get an answer to their question. As we discussed in our guide Three Essential KPIs to Help Desk Efficiency, it’s essential to have the bulk of your efficiency and optimization goals focused on reducing first call resolution and mean time to resolution. In doing so, you offer the most satisfactory experience to your customers.

36% of users do not contact the service desk at all, largely due to difficulty in receiving service

In our guide, Shifting Perceptions of Your Help Desk, we discuss the importance of customer effort scores in optimizing your help desk. When a third of users are more willing to suffer in silence than ask for help, it’s important to take action and make it easier to receive service. With a remote support software that only requires users to install a quick support app in a few seconds, you’ll be able to easily initiate a remote session and take control of a device to solve the problem with very little effort on the user’s side.

By spending an additional two minutes per call, companies see a long-term payoff in customer loyalty

While many support departments measure call time as a key efficiency metric, placing too much emphasis on short call times could actually hurt your customer experience. Spending an additional two minutes per call to discuss a user’s experience with product features can help you build trust and offer assistance that a customer may not even know they need. While in a remote support session, service teams can showcase features live and offer specific insights that customers can see firsthand on-screen, which further fosters trust and reduces customer effort.

Service teams interact with customers 5-15 times more frequently than sales teams

As the most frequent touch-point in a customer’s journey, the help desk becomes the key to customer retention, lead generation, and upsell opportunities. By logging every customer call in a shared CRM, the service desk can directly support sales goals. They’re able to create opportunities for sales teams to follow up on with specific upgrade opportunities or customer relationship management needs that can only be solved by sales.

Remote access software can increase first call resolution by up to 23% in one month

Since simplicity of receiving service is such a cornerstone of the help desk experience, first call resolution is a simple way to give customers the answers they need on the first try. With the ability to directly view your customer’s device you’re able to quickly diagnose the problem. And with easy implementation of TeamViewer’s remote access and support software, you can increase your first call resolution in a short period of time. Check out our Road Map for Remote Access Implementation to see how simple it is to get started.

Conclusion

Your help desk is the hub of customer activity and holds the keys to customer happiness and your company’s reputation. Remote access and remote support software make it easier than ever to solve your customers’ problems as efficiently as possible. Check out our help desk guides to learn more about how remote access software can help optimize your help desk, or sign up for a free trial of TeamViewer to start improving your customer experience today.

 


https://www.liveperson.com/connected-customer/posts/ideal-online-experience-what-it-takes-consumers-click-not-abandon
https://www.thinkhdi.com/library/supportworld/2018/silent-suffering-why-your-customers-dont-contact-you.aspx
https://www.tsia.com/resources/the-state-of-support-services-2017
http://blog.tsia.com/blog/touchpoint-calculus-why-sales-cant-do-it-for-themselves
https://resources.teamviewer.com/hubfs/2017_Q4_KAM_Webinar/TeamViewer%20with%20Microsoft%20Intune%20Webinar%20Recording%20Final.mp4
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Three Steps to Develop a Holistic Help Desk Optimization Strategy

IT help desks often focus on metrics and efficiency, which makes sense. When problems arise, quick solutions to restore business productivity are essential. It’s easy to fall into the trap of zeroing in on numbers, but the problem is that you’ll lose track of bigger picture goals. It’s key to make sure that your efficiency goals don’t prevent you from delivering the best possible solutions and improving customer experience. Here are three key steps to consider when developing an optimization strategy for your help desk.

Step One: Identify Areas for Improvement

“Optimization” is just a buzzword unless you can identify concrete areas for improvement and map those areas to overall IT and business goals. Most help desk ticketing platforms already track this information, but you need to understand what those metrics mean, how they relate to each other, and how they factor into your overall support center strategy. In our guide, Three Essential KPIs to Help Desk Efficiency, we explore cornerstone metrics you should consider to maximize help desk efficiency and ROI.

Step Two: Identify Tools to Help You Optimize

Once you’ve identified areas for improvement and started developing your optimization strategy, it’s essential to have all the tools your team needs to reach those goals. Remote access software is a great solution to improve the way you offer support by enabling you to take direct control of a device to diagnose and solve problems, assign security and data permissions, and configure device settings to improve first call resolution rates and average resolution time. Also, consider implementing a customer satisfaction survey at the end of every call. Your customers’ feedback offers huge insight into areas where you can improve your overall help desk services.

Step Three: Evaluate and Assess

Once you’ve implemented a strategy and deployed the essential tools, it’s important to test, measure, and continuously improve. Compare your pre-implementation metrics to your ongoing data at regular intervals and adjust as needed. In our guide, Best Practices for an Optimized Help Desk, we discuss tools, trends, and best practices for help desk support that can be implemented incrementally to contribute to ongoing improvement.

By thinking strategically and leveraging hard data to make informed decisions about your optimization goals, you ultimately contribute to sustainable process maturity, improved user satisfaction scores, and a more stable business environment. Check out all of our help desk guides to learn more about how TeamViewer’s remote access and support solutions can transform IT support from a company cost center to a valuable asset in user experience.