Ah, the joys of working with remote tech support.
Ever had one of those moments? You know, the one where you’re online and you can’t quite figure out what to do next. So you call the contact center. And they totally don’t get your problem. And you really don’t get why this should be so complicated. And your head is ready to explode.
Yeah, that moment.
All too often, remote tech support is not quite up to par. Often, it’s not even their fault. After all, it’s very difficult to understand what’s going on when you have no idea what your customer is seeing. Which, of course, is the challenge of trying to solve a problem when you’re a million miles away from your customer.
Maybe the customer is having a glitch you’ve never seen before. Or maybe they’re having a common error only not on a page you’re used to seeing it on.
On the other hand, the customer certainly should not be expected to understand the ins and outs of the business’ offerings. Part of the purpose of the contact center is to provide that kind of guidance. Whether it’s a problem on the website or a problem with a piece of software, tech support needs to know exactly what’s happening in order to make things right.
Don’t you wish tech support and customers could be in the same room?
Check out the video below. You are not alone.
How NOT to do remote tech support
Brought to you by Glance Networks
Become a remote tech support hero
Sending a tech support employee out each time there’s a glitch in the system would be near to impossible for most companies that do large amounts of business online. It’s time to connect visually – online – via cobrowsing, screen sharing, and one-way agent video. Cobrowsing and screen sharing can get you there a lot faster, less expensively, and with less effort.
Just think about it – you can connect at the click of a button, with no download and no wait. Immediately, you and the agent can see the same thing. There’s no question of, “what do you see?” Because you know. Instantly. No effort required.
I hear ya when you say, “I want me some of that!”
Sign up for a demo of cobrowse today.
But don’t wait. ‘Cause you don’t want to be the person starring in the next “Don’t Be That Guy” video.
About Glance Networks
Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »