Whether you operate in the B2C or B2B sector, providing your stakeholders with genuine and reliable remote support is of utmost importance. According to Small Biz Genius, 59% of clients state that their customer support expectations are higher now compared to what they were a year ago, with 58% of consumers stating that poor servicing is enough for them to outright abandon a brand altogether.
This is why professional remote support services exist and are designed with a multitude of servicing and support operations for a plethora of industries. With that said, let’s take a look at what exactly is remote support as well as the range of advantages its implementation can have for your business going forward.
Remote Support 101
Let’s discuss what remote support entails in terms of customer servicing before we continue on to concrete advantages of its integration into your business strategy. Remote support is defined as remote servicing via specialized software via PC or smartphone devices operating on Android or iOS systems. The servicing portfolio of remote support is dependent entirely on your business’ primary product or service lineup. For example, if you offer IT support as an IT-based company, your operators would use software such as AirDroid to solve client-side bottlenecks which prevent individuals from doing their jobs or using their home computers.
Nathan Blake, Head of Customer Support at Studicus spoke on the matter recently: “Opting to use specialized remote support platforms is always a smarter idea than creating DIY ad hoc solutions to customer servicing via the internet. It can provide your business with the stability and security you need while also allowing you to have a support team to fall back on if your servicing operations become more advanced over time.”
According to Finances Online, 52% of customers made additional purchases after a positive servicing experience, with 70% of customers who previously had poor experience expressing that they are willing to give a brand a shot again if their problems are resolved. It’s easy to see why a business, regardless of its scale or industry, would use a remote support platform dedicated to professional servicing instead of creating shoestring in-house solutions. With that out of the way, let’s dive straight into the various benefits and advantages your support team (and business as a whole) can reap from professional remote support software integration.
1. Remote Support Branding Possibilities
The first major advantage associated with providing remote support for your business is the ability for you to brand your customer servicing features for marketing purposes. Using a professional remote support platform allows you to customize elements of your customer servicing activities in order to build better brand awareness with your clients.
This can be done in a number of ways, including through the use of a personalized tone of voice, sending customers branded multimedia content through the platform itself and other forms of B2C interaction. Coupled with professional writing tools such as Evernote and Best Essay Education, your brand personality and representation through the remote support platform can become an integral part of the user experience (UX) going forward.
2. Real-Time Connection & Chatting
Depending on the type of products or services you offer to the clients and the scale at which you do it, it might be impossible for you to service their needs in a physical manner. Remote support platforms are specifically designed to allow for worldwide interactivity through their specialized UI interfaces no matter the industry in which you operate.
For example, all you have to do to connect to a client who submitted a customer support ticket is to enter a 9-digit connection code into your side of the platform and gain access to their PC or smartphone device for further assistance. Coupled with real-time chatting features akin to messaging apps and social media, remote support platforms allow for personalized and customer-centric servicing capabilities to be featured in your business.
3. Remote Client Coaching
As a business, your main priority in terms of customer support is to educate users on how to solve common issues and bottlenecks autonomously. As such, remote support platforms allow for gesture-based customer coaching from any location and at any time of day. Instruction-based customer activity can be used in conjunction with writing tools such as Grammarly and Grab My Essay in order to coach the user of your products or services more efficiently.
All you have to do is connect to your customer’s device of choice and start instructing them on which buttons to click at in what order through visualized gestures presented on their screens. This type of coaching is highly effective at communicating simple solutions to customers who may not be familiar with your type of product or service.
4. Remote Device Management
If your business offers IT-centric services, remote support platforms are the perfect way to bridge the gap between your tech team and customers in need. Device management and servicing is one of the most pivotal operations a remote support operator may be required to provide to customers in need. Operations such as OS management, software support, device optimization, etc. can be catered to safely and quickly through a remote support platform without your technicians ever leaving the office floor.
This type of servicing can also be highly useful in detecting hardware malfunctions through device diagnostics, leaving the physical servicing part of the support for the very end of the operation. It will not only streamline your support ticket management but also ensure that your technicians can service more clients in less time as a result of remote support platform integration.
5. Remote Support Privacy Assurance
Lastly, it’s essential to note that remote support platforms offer full privacy and security for customers in need of service. The security features of remote support software go so far as to allow customers to temporarily make their screens private in terms of data and documents they don’t want the technician to see.
This allows for an additional layer of safety and trust between the technician and the customer in need, further extending the advantages of using a remote support platform for your business. The same level of security applies for the platform as a whole, protecting both your servicing agents and customers in terms of private data, login information and other aspects of privacy commonly associated with cybersecurity.
There’s no denying that remote support platforms can provide transformative advantages for your business if they’re implemented correctly. Make sure to pick and choose different features depending on the type of servicing your customers expect and to match it with your brand culture as best as possible. Once you find a unified way to service your customers and represent your brand through problem-solving support features, your reputation and industry authority will only grow over time. With all that out of the way, let us know about your experiences with customer servicing and remote support platforms in the comments section below!