Nowadays agents can enjoy the benefits of using remote support tool becoming their lives easier and productive.
With a reliable remote support solution they can quick access into sessions and solve the problem quicker and proactively than live agents. Often the number of calls is high because live agents insist in teach and demonstrate by phone how users can solve problems for themselves.
The user can follow the resolution; can see every activity being performed, and finally the user can also exchange chat messages with a technician during screen sharing.
It’s important to say that each interaction is recorded because is important that users and technicians have the same level of information about remote session. Then is send a report that include system diagnostics, chat transcripts, screen sharing, team collaboration, call volumes, call handling times, and first‐contact resolutions.
Another benefit to managers that are using online remote assistance is the possibility to solve problems with other agents or IT managers. If a junior agent doesn’t have knowledge to fix an issue he can request help from another college using team collaboration tools. This option is always available if that demonstrates to be necessary or desirable.
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