Remote Customer Support: What Are the Benefits?

2022-07-13
关注



According to Business Insider, there will be 41 billion IoT devices by 2027. IoT has significantly impacted customer service in recent years. Increased connectivity and digital devices lead to higher customer expectations, enhancing demand for companies to meet these expectations with the proper support technology. Meeting the challenges is key to ensuring a positive customer journey, and companies using remote support have many advantages over traditional customer service teams that use outdated support technology. Remote support solutions continuously improve customer experience and empower support agents and technicians to resolve issues with quick and effective solutions.


'Meeting the challenges is key to ensuring a positive customer journey, and companies using remote support have many advantages over traditional customer service teams that use outdated support technology.' -CygnusClick To Tweet

6 Benefits of Remote Support

Let’s look at some benefits of remote support that can lead to a superior customer experience.

#1: Cost-Efficiency

A Gartner survey of business leaders found that investing in new and existing customer-facing channels and leveraging remote support are top priorities for 2022. These are essential aspects of customer service strategy, customer engagement, and business growth. Customer support agents and technicians can connect to devices to reduce downtime and streamline customer interactions. Using remote support drives higher ROI, decreases overhead, reduces downtime, facilitates interactions between support and customers, and helps to route calls to the relevant support person.

#2: Profit Center

Most companies feel their support center is costing them money. Remote support reduces expensive truck rolls, lowers phone call duration, and leads to fewer costly product returns. All these advantages can turn your support center into a profit center. Businesses can use these profits to invest in technology that makes the support team more productive and gives the customer a better experience. 

#3: Seamless Support Staff

Remote support solutions reduce call volume and give agents more time to resolve complex customer issues. Technicians no longer need to be onsite, reducing the need for truck rolls. A technician can diagnose the case, order replacement parts, and shorten the time it takes onsite to fix the problem. It’s critical to understand pain points in every possible scenario in the customer journey to clear the way to an efficient, intuitive, and successful customer experience.

#4: Simplified Interactions

Remote support simplifies interactions and reduces customer stress. It provides multiple touchpoints with the customer, breaking the mold of traditional customer service methods and enabling customers to have a better experience. The days of sitting around waiting for the technician to show up can be easily remedied by using remote support. The technician will arrive with the correct part and be able to resolve the problem promptly. 

#5: Empower Support Teams

The growth of advanced solutions and remote support continuously improves customer experience and empowers your support team by providing quick and effective resolutions. Your support team will feel they can genuinely help their customers with the first call. Forward-looking businesses prioritize and implement remote support to meet customer demand for effortless, convenient, and fast service.

#6: Access to Experts

With remote support, your technicians and support staff can remotely diagnose issues to customers’ devices anywhere in the world. The customer is assured that the technician is not guessing due to insufficient data. The technician can quickly diagnose the issue using the data before them. Having an expert with relevant information on customer issues makes an all-around better support experience.

Adapting to Changing Expectations

Customer service strategy needs to adapt to today’s changing customer expectations and requires a shift to building better support solutions for customer interactions. Implementing the right remote support solution and technology reduces costs. It streamlines operational efficiencies, empowers support teams and technicians, and improves your bottom line, allowing your company to stand at the forefront of technology and exceed customer expectations.



Tweet

Share

Share

Email

  • Data Analytics

  • Device Management

  • Remote Management


  • Data Analytics

  • Device Management

  • Remote Management

参考译文
远程客户支持:有什么好处?

据“Business Insider”报道,到2027年,将会有410亿台物联网设备。近年来,物联网对客户服务产生了重大影响。增加的连接性和数字设备导致更高的客户期望,增加了公司使用适当的支持技术来满足这些期望的需求。迎接挑战是确保积极客户旅程的关键,使用远程支持的公司比使用过时支持技术的传统客户服务团队有许多优势。远程支持解决方案不断改善客户体验,并授权支持代理和技术人员以快速有效的解决方案解决问题。让我们看看远程支持的一些好处,它们可以带来卓越的客户体验。Gartner对商业领袖的一项调查发现,投资于新的和现有的面向客户的渠道以及利用远程支持是2022年的首要任务。这些都是客户服务策略、客户参与和业务增长的重要方面。客户支持代理和技术人员可以连接到设备,以减少停机时间并简化客户交互。使用远程支持可以提高ROI,减少开销,减少停机时间,促进支持人员和客户之间的交互,并帮助将呼叫路由到相关的支持人员。大多数公司都觉得他们的支持中心在花钱。远程支持减少了昂贵的卡车滚动,降低了电话时间,并导致更少的昂贵的产品返回。所有这些优势可以把你的支持中心变成一个利润中心。企业可以利用这些利润投资于技术,使支持团队更有效率,并为客户提供更好的体验。远程支持解决方案减少了呼叫量,使座席有更多时间来解决复杂的客户问题。技术人员不再需要在现场,减少了对卡车轧辊的需求。技术人员可以对故障进行诊断,订购备件,缩短现场处理时间。在客户旅程中,理解每个可能场景中的痛点是至关重要的,以便为高效、直观和成功的客户体验扫清道路。远程支持简化了交互,减少了客户的压力。它提供了与客户的多个接触点,打破了传统客户服务方式的窠臼,让客户拥有更好的体验。坐着等待技术人员出现的日子可以通过远程支持轻松解决。技术人员会带着正确的零件到达,并能及时解决问题。高级解决方案和远程支持的发展不断改善客户体验,并通过提供快速有效的解决方案,增强您的支持团队的能力。你的支持团队会觉得他们可以真正地在第一个电话中帮助他们的客户。前瞻性业务优先考虑并实施远程支持,以满足客户轻松、方便、快捷的服务需求。通过远程支持,您的技术人员和支持人员可以远程诊断客户在世界任何地方的设备的问题。客户确信技术人员不会因为数据不足而进行猜测。技术人员可以利用之前的数据快速诊断问题。拥有一个拥有客户问题相关信息的专家,可以提供全方位更好的支持体验。客户服务策略需要适应今天不断变化的客户期望,并需要为客户交互建立更好的支持解决方案。实施正确的远程支持解决方案和技术可以降低成本。它简化了运营效率,增强了支持团队和技术人员的能力,并提高了您的底线,使您的公司站在技术的最前沿,超越客户的期望。

  • 科技新闻
  • 解决方案
  • en
您觉得本篇内容如何
评分

评论

您需要登录才可以回复|注册

提交评论

提取码
复制提取码
点击跳转至百度网盘