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Top 10 Takeaways For Streamlining Remote Support

 

If you’re charged  with providing remote support, one new OS variant or device form factor can have chaotic consequences. Imagine custom-creating an application that’s perfect for a thousand desktop users and then the corner office wants your solution to include an aged smartphone.

It doesn’t have to be this way.

Of course, users and devices aren’t one-size-fits-all. But make centralized management your mantra, and your IT professionals can custom-tailor remote support for every user and node, whatever the bandwidth of their connection or the size of their screen. With the same level of security for everyone. Once you’ve got an infrastructure designed to work across platforms and devices, you can deliver your services at will to any user, without a dozen setup decisions grinding you down.

That said, those right choices aren’t always obvious. So here’s a list of some best practices for remote support.

  1. Manage from the center

How can you offer full remote support if problems can’t be solved from your desk? First, understand streamlined remote support starts at the center. If it doesn’t let you manage a device from your desk — regardless of the user’s device or OS — look again at your solution, because that means it’s probably not set up for a BYOD world. Centralize management.

  1. Standardize on security

You support the CEO’s desktop. And his private smartphone. And the iPad his daughter borrowed. Effective support doesn’t make exceptions when it comes to security. Remote support solutions impose the same highly secure protocols across your fleet: 256-bit AES connections encrypted with 2048-bit keys. Because company data is company data, and you shouldn’t need to invest extra effort to keep different devices safe. Streamline security.

  1. Outsource the connecting

Data isn’t a single all-seeing eye radiating outwards. Data flows are messy, happening across the network and between nodes. So it makes sense to let those nodes connect securely to each other. With remote support solutions, the only central resource needed is the authentication handshake — so no needless load on the back office. When devices need to connect, let them connect to each other directly.

  1. Prefer linear to exponential

Cast an eye over your remote support option. Does it need an extra module to serve mobile users? An added app to direct desktops? A separate log-in for off-network devices? Look elsewhere. If your resource requirements are increasing exponentially, like your device ecosystem, that’s a clue to change. You shouldn’t need a mobile device to control a mobile device, or a phone to connect to a phone. Look for solutions that don’t deal with the complexity of your user base by adding complexity of their own.

 

  1.  Don’t get short-changed by the payment mode

Some remote support solutions take an all-or-nothing approach, making you pay for 1,000 users before you’ve served even one. Users and departments should be able to adopt remote support solutions easily.

  1.  Don’t make users adapt to the software

Trouble tickets and online customer service are great. But different people have different knowledge levels. Some are fine with a solution by email, some need a guiding hand on the problem, and some need you to take control of their machine and resolve the issue for them. To offer superlative support, make sure you can offer different people the right communication channels without adding more apps.

  1. Make sure you can see the big picture

Dispersed devices mean dispersed data. To manage your support processes effectively, you need to bring that data together. Remote support solutions let you build custom dashboards giving you the state of play across your user base, wherever those users and their devices are. The 30,000-foot view isn’t a distant dream.

  1. Performance-manage the service organization

There’s an art to managing service requests. Are there widespread problems you can batch together and solve as one, instead of dealing with an avalanche of trouble tickets? Is there a single support request outstanding from a high-priority individual? Make sure your remote support infrastructure can give you intelligent information you need to make decisions and prioritize, and your team’s performance will skyrocket.

  1. Be single-minded about diversity

The ultimate streamlined service infrastructure is united. Software broad and deep yet simple to use, capable of answering every need not just most needs. Once your service organization can settle on a single unified solution — the 100% solution, not the 90% — complexity will nosedive and productivity will leap into the sky. When people’s needs are diverse, keep the solution singular.

10. Don’t be cross-platform; be cross-people.

In 2015, 23% of employees reported doing some of their work remotely, up from 19 percent in 2003, Bureau of Labor Statistics data shows.The ideal remote support solution never loses sight of a basic truism: it’s not about the software. The simpler and faster your support infrastructure, the easier it is to solve user issues — from a crashed tablet to an enterprise-wide rollout and training requirement. Adopt remote support software that can answer the broadest set of needs, and your organization can scale up without complexity turning your mind to mush.

CONCLUSION

People don’t work in bunkers anymore, and nor should support software — or the people who provide it. Remote support solutions take the best of both worlds — letting you serve a highly dispersed and diverse user and device ecosystem, yet covering all imaginable use cases with the same level of security and control. However complex your environment, you can offer remote support without complexity.

TAKEAWAYS

  • Supporting a complex ecosystem doesn’t mean a complex service infrastructure.
  • Remote support doesn’t need to be complicated. In fact, it needs to be streamlined.
  • No matter how different the devices, they deserve the same high level of security.
  • To manage complex service issues, bring the data together in a dashboard.
  • To reduce pressure on infrastructure, enable devices to connect to each other.
  • If you can’t manage it from your desk, you’re not offering remote support.
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TeamViewer’s Top 10 Tips For Delivering Remote Customer Support

A top 10 list of the best ways customer service professionals can use remote access applications to satisfy customers and turn them into advocates.

You know customer service. Whether you head a thousand-strong team or handle a support desk of one. But do you know everything a remote access application can do to satisfy the demanding customers of today?

91% of unhappy customers will never buy from you again.

Here are 10 tips that lead to greater customer satisfaction — from the moment the trouble ticket opens to the moment it’s resolved with a smile. Backed up by facts and figures from the people who actually did it.

If you’ve solved any of these situations the same way, congratulations – and always remember to punch the sky with that triumphant yes!

  1. Respond faster with remote access

Our first tip illustrates the main thing that separates TeamViewer from other support solutions: secure remote access is part of its DNA. You’re not downloading data from a device, you’re visiting that device — and if authorized, you’re able to manage, control, and make use of the data on it.

78% of customers have bailed on a transaction due to poor service.

With most customer service problems, you’ve got to imagine yourself in the customer’s shoes. With TeamViewer, it’s like you’re already there.

That’s Tip 1: Use remote access to get to the problem sooner.

  1. Anticipate problems, with active monitoring

Going through a torrent of trouble? Why not stop issues in their tracks before they become problems? Passive monitoring — watching connected devices for signs of trouble according to metrics you set in advance — can keep an eye on every user, every device they use. And flag up risks while they’re potentials, not actuals.

So much technical support seems to be firefighting — dealing with issues as they come up. With a range of monitoring capabilities available from an easy-to-use dashboard, you can head major incidents off at the pass.

Tip 2: Watch for red flags to stop trouble in it tracks.

  1. Attack problems as a team by sharing data

How many customer service problems follow the one-user one-technician rule? That’s introducing a human limitation where none is needed. Customers want their problem solved quickly — and they don’t care which technician does it.

Technical support professionals use TeamViewer in over 30 languages.

Connected devices allow data sharing across all parties—at exactly the level each party needs. The users just need to see reports on the server. Their support tech needs to be able to install software. And an Administrator needs access to the root.

Tip 3: Share data among authorized people to make sure there’s always someone on the case.

  1. Solve many problems as one with management dashboards

Across large organizations, one blip in connectivity can lead to hundreds of users experiencing the same service issue. With comprehensive dashboards showing you the landscape of issues, the load on the Service Desk scales down.

Let’s say a network outage blocks access to a critical database or application—and 200 people can’t be productive. That’s a major draw on an organization’s resources — and its bottom line. If you can solve issues before they cause downtime, you’re going to have happier customers.

Take advantage of tip 4: Supercharge satisfaction by treating a hundred instances as a single problem.

  1. Build competitive advantage by keeping it secure

Being able to solve problems, fast, isn’t just great service: it’s a competitive advantage. Because let’s face it, your organization’s competitors are having service issues, too. But if your connections aren’t secure, that’s just opening you up to more problems.

90% of CX decision makers say a good experience is critical to the buying decision.

With connections secured by 256-bit AES encryption and 2048-bit keys, this remote access doesn’t give away security to gain flexibility: both are inherent to TeamViewer’s design.

Tip 5: Look for software that keeps data secure by design and you won’t have to worry about it.

  1. Offer the same support to everyone, wherever they are

In today’s bring your own device (BYOD) landscape, the days of every customer being within walking distance of your desk are over. Sometimes, support is harder to get the further away you are from the company network — hampering their productivity and yours.

Customer service pros make that problem go away by offering all connected users the same service via remote access. Working over the internet means access is a click away, tunneling through corporate firewalls and ports to reach authorized devices without compromising them.

Tip 6: Use support software that doesn’t need any network except the internet.

  1. Support all devices as easily as one

Users are more productive when they can use their own devices—from the desktop in the den to the phone in their pocket. With remote access, you can support multiple devices or operating systems from the same desk.

Companies typically hear from only 4% of dissatisfied customers.

TeamViewer, for example, doesn’t just allow access between similar devices — it lets a phone connect to a server or a tablet to a desktop and use that device’s applications natively. Remote access can also give you permanent access to your customer’s unattended computers, phones, point-of-sale devices and public displays so you can always monitor your customer’s IT, even when they’re off being productive elsewhere.

TeamViewer makes customer service easy with an integrated service desk, so you can manage and track incoming tickets, prioritize requests and identify frequent service or support topics.

Tip 7: Take the pain out of form factors to make support more satisfying.

  1. Understand the landscape and monitor your customer’s requirements.

We’re nearing the end of our quest for customer satisfaction, and the next step again involves dashboards. With a little critical thinking, you can see your flow of service issues from 30,000 feet — letting you pick out patterns and prioritize.

After all, the fleet is never static. Every day people are switching between tablets and desktops, fiber optic and mobile connections, adding and deleting software.

Tip 8: Use a management dashboard to see what’s trending big, and you can see the whole landscape as one.

  1. Treat every customer like your only customer

Ultimately, the goal of all service is personal form a warm relationship based on satisfaction and mutual trust. And while the phone’s a start, applications like TeamViewer let you offer your users the full spectrum of one-to-one communication.

How much business do U.S. corporations lose through poor CSAT? $41 billion.

Voiceconferencing, video meetups, online collaboration, whiteboarding, even interactive training and seminars. They all bring you closer to your customers, internally and externally.

Tip 9: Establish a greater customer bond for higher customer satisfaction.

  1. Turn customers into advocates

And so to Tip 10: Making satisfied customers your greatest source of kind words and referrals.

In our social media world, all advertising is word of mouth — and a great service experience gets talked about. Use all the tips above, and you’ll reach the highest level of customer satisfaction: where they enthuse about what you offer.

In a world where service is often the only differentiator between companies, the support desk matters more than ever. And customer satisfaction professionals can make it easier for themselves by choosing the right software to deliver it. Many times, that choice will be remote access. So why not give TeamViewer a test?

Takeaways:

  • To satisfy customers, service professionals can use remote access.
  • Supporting users wherever and however they’re connected leads to greater customer satisfaction.
  • Management dashboards let you manage the flow of issues better.
  • Sharing data between your team solves user problems faster.
  • Remote access capabilities mean faster and more effective responses.

Think you’re ready to try TeamViewer? Download TeamViewer





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