A top 10 list of the best ways customer service professionals can use remote access applications to satisfy customers and turn them into advocates.
You know customer service. Whether you head a thousand-strong team or handle a support desk of one. But do you know everything a remote access application can do to satisfy the demanding customers of today?
Here are 10 tips that lead to greater customer satisfaction — from the moment the trouble ticket opens to the moment it’s resolved with a smile. Backed up by facts and figures from the people who actually did it.
If you’ve solved any of these situations the same way, congratulations – and always remember to punch the sky with that triumphant yes!
Respond faster with remote access
Our first tip illustrates the main thing that separates TeamViewer from other support solutions: secure remote access is part of its DNA. You’re not downloading data from a device, you’re visiting that device — and if authorized, you’re able to manage, control, and make use of the data on it.
With most customer service problems, you’ve got to imagine yourself in the customer’s shoes. With TeamViewer, it’s like you’re already there.
That’s Tip 1: Use remote access to get to the problem sooner.
Anticipate problems, with active monitoring
Going through a torrent of trouble? Why not stop issues in their tracks before they become problems? Passive monitoring — watching connected devices for signs of trouble according to metrics you set in advance — can keep an eye on every user, every device they use. And flag up risks while they’re potentials, not actuals.
So much technical support seems to be firefighting — dealing with issues as they come up. With a range of monitoring capabilities available from an easy-to-use dashboard, you can head major incidents off at the pass.
Tip 2: Watch for red flags to stop trouble in it tracks.
Attack problems as a team by sharing data
How many customer service problems follow the one-user one-technician rule? That’s introducing a human limitation where none is needed. Customers want their problem solved quickly — and they don’t care which technician does it.
Technical support professionals use TeamViewer in over 30 languages.
Connected devices allow data sharing across all parties—at exactly the level each party needs. The users just need to see reports on the server. Their support tech needs to be able to install software. And an Administrator needs access to the root.
Tip 3: Share data among authorized people to make sure there’s always someone on the case.
Solve many problems as one with management dashboards
Across large organizations, one blip in connectivity can lead to hundreds of users experiencing the same service issue. With comprehensive dashboards showing you the landscape of issues, the load on the Service Desk scales down.
Let’s say a network outage blocks access to a critical database or application—and 200 people can’t be productive. That’s a major draw on an organization’s resources — and its bottom line. If you can solve issues before they cause downtime, you’re going to have happier customers.
Take advantage of tip 4: Supercharge satisfaction by treating a hundred instances as a single problem.
Build competitive advantage by keeping it secure
Being able to solve problems, fast, isn’t just great service: it’s a competitive advantage. Because let’s face it, your organization’s competitors are having service issues, too. But if your connections aren’t secure, that’s just opening you up to more problems.
With connections secured by 256-bit AES encryption and 2048-bit keys, this remote access doesn’t give away security to gain flexibility: both are inherent to TeamViewer’s design.
Tip 5: Look for software that keeps data secure by design and you won’t have to worry about it.
Offer the same support to everyone, wherever they are
In today’s bring your own device (BYOD) landscape, the days of every customer being within walking distance of your desk are over. Sometimes, support is harder to get the further away you are from the company network — hampering their productivity and yours.
Customer service pros make that problem go away by offering all connected users the same service via remote access. Working over the internet means access is a click away, tunneling through corporate firewalls and ports to reach authorized devices without compromising them.
Support all devices as easily as one
Users are more productive when they can use their own devices—from the desktop in the den to the phone in their pocket. With remote access, you can support multiple devices or operating systems from the same desk.
TeamViewer, for example, doesn’t just allow access between similar devices — it lets a phone connect to a server or a tablet to a desktop and use that device’s applications natively. Remote access can also give you permanent access to your customer’s unattended computers, phones, point-of-sale devices and public displays so you can always monitor your customer’s IT, even when they’re off being productive elsewhere.
TeamViewer makes customer service easy with an integrated service desk, so you can manage and track incoming tickets, prioritize requests and identify frequent service or support topics.
Tip 7: Take the pain out of form factors to make support more satisfying.
Understand the landscape and monitor your customer’s requirements.
We’re nearing the end of our quest for customer satisfaction, and the next step again involves dashboards. With a little critical thinking, you can see your flow of service issues from 30,000 feet — letting you pick out patterns and prioritize.
After all, the fleet is never static. Every day people are switching between tablets and desktops, fiber optic and mobile connections, adding and deleting software.
Tip 8: Use a management dashboard to see what’s trending big, and you can see the whole landscape as one.
Treat every customer like your only customer
Ultimately, the goal of all service is personal form a warm relationship based on satisfaction and mutual trust. And while the phone’s a start, applications like TeamViewer let you offer your users the full spectrum of one-to-one communication.
Voiceconferencing, video meetups, online collaboration, whiteboarding, even interactive training and seminars. They all bring you closer to your customers, internally and externally.
Tip 9: Establish a greater customer bond for higher customer satisfaction.
Turn customers into advocates
And so to Tip 10: Making satisfied customers your greatest source of kind words and referrals.
In our social media world, all advertising is word of mouth — and a great service experience gets talked about. Use all the tips above, and you’ll reach the highest level of customer satisfaction: where they enthuse about what you offer.
In a world where service is often the only differentiator between companies, the support desk matters more than ever. And customer satisfaction professionals can make it easier for themselves by choosing the right software to deliver it. Many times, that choice will be remote access. So why not give TeamViewer a test?
- To satisfy customers, service professionals can use remote access.
- Supporting users wherever and however they’re connected leads to greater customer satisfaction.
- Management dashboards let you manage the flow of issues better.
- Sharing data between your team solves user problems faster.
- Remote access capabilities mean faster and more effective responses.