While providing chat help is great for some customer service situations, certain customer needs may be best served by remote computer online support.
Remote assistance programs let your agents take temporary control of a customer’s device to speed resolution of issues. Rather than trying to solve a hardware or software problem solely via chat help, for example, with a remote customer service program your agents can work with the customer’s device as if it was on the desk in front of them. They can perform procedures, check settings, transfer files, run diagnostics and see firsthand how the device responds.
By adding remote access technology to your chat help offerings, you can solve customer issues faster and with less hassle. That translates to higher customer satisfaction and greater customer loyalty. For your customer service reps, it means faster call resolution, greater productivity and lower overall costs for providing support.
When leading companies around the world want to enhance chat help with remote access technology, they turn to solutions from LogMeIn.
LogMeIn Rescue enhances chat help technology with unparalleled support for remote control of mobile devices, tablets, laptops and desktops across multiple platforms. Customizable and easy to use, Rescue is a SaaS-based remote help desk solution that works equally well for professional help desks with thousands of employees and one-person IT shops.
With Rescue, your tech support agents can temporarily take control of the user’s device anywhere in the world in as little as 20 seconds. They can then diagnose and fix problems or demonstrate features for customers, using chat help technology to maintain communication throughout the session.
Rescue is highly secure, with all sessions employing TLS 1.1 transport security with AES 256-bit encryption. Customers must get permission for your tech agents to use each function and when the session is over, Rescue automatically uninstalls the small file that permits the connection.
Rescue enhances chat help sessions with features that include:
Learn more about chat help and remote access from LogMeIn, and about LogMeIn’s solution for remote access for an Android app.