How would you like to be able to offer your customers a faster, simpler and more seamless help desk experience? We’ve integrated TeamViewer with MobileIron’s Help@Work to enable supporters to achieve just that.
MobileIron provides the structure required for companies around the world to become Mobile First organizations.
And their Help@Work product provides a full help desk solution dedicated to transforming the technical customer support experience for iOS and Android users.
Our integration with MobileIron means that Help@Work users can now benefit from TeamViewer for an improved troubleshooting experience.
The integration is now available via Help@Work for Android within MobileIron Core dashboard.
Meaning Android end-users can now share their screens with, or receive remote-control support directly from help desk technicians.
This speeds up the support process no-end by enabling supporters to do what they do best, faster, and with less hassle.
OK, so let’s get down to the details of why the TeamViewer integration with MobileIron’s Help@Work is a perfect fit for supporters and end-users.
Why TeamViewer integrated with MobileIron
1. To help supporters visualise end-users‘ problems
We know how rare a resource time is. And spending less time getting a clear picture of an issue through verbal description is extremely valuable.
With screen sharing and remote control options, MobileIron help desk technicians can get a direct view of the problem.
As a result, time is saved in root cause analysis and troubleshooting. Getting the end-user to a resolution more efficiently.
2. To help technicians give customers privacy & security peace of mind
Because end-users are rightly concerned with keeping their privacy and security intact, with the TeamViewer integration end-users are always asked for their consent before any remote support action.
Acknowledging every step taken by a help desk technician gives greater transparency, and means end-users will always be in control.
3. To help technicians deliver a better customer experience
Customers care most about getting back up and running quickly, with as little down-time as possible.
Once a ticket is submitted, supporters can provide remote assitance without any delay, connecting from within MobileIron Core dashboard.
And instead of guiding a customer through a painstaking process that requires following instructions precisely, this hassle is removed from their experience so they can get on with their day sooner.
4. To facilitate supporter/customer interaction
Communication is key.
With the TeamViewer integration support technicians can interact with end-users to help them understand each process when support is provided.
Help desk technicians are also better equipped to listen to end-users‘ needs and respond to their queries. Which in turn builds trust and loyalty.
Key Takeaways
We’re very excited to integrate TeamViewer with such incredible platforms as MobileIron, Outlook and Jira among many others, best summed up by Kornelius Brunner, vice president of Product Management, TeamViewer,
“TeamViewer is a smart solution with cutting-edge technology which enables seamless integration into other solutions,”
“This partnership with MobileIron exemplifies the multi-faceted nature of our solution. By enabling other solutions to be able to use TeamViewer, we are building a dynamic grid of intelligent solutions that are beneficial to IT experts and end-users.”
In summary, with the TeamViewer integration with MobileIron’s Help@Work product, help desk technicians will be able to:
- Create and join support sessions directly from their MobileIron Core dashboard
- Remotely control Android devices they manage
- Send chat messages to and from the device
- Transfer files to the device or receive files from the device
- Push settings like Microsoft Exchange accounts to the device, or maintain WiFi settings
- View installed apps and running processes
- Get information about CPU and RAM usage, battery health, storage, and more
To get started, take a look at the integration via Help@Work feature within MobileIron Core dashboard.
