A suite of great remote support or customer support services optimized for your companies workflow will make a significant impact on a company’s bottom line. Is your organization utilizing the right tools for providing stellar support to your clients?
- Does your team assist clients through a shared screen remote session to get their task accomplished?
- Don’t need screen sharing? How about Live Chat from you web site?
- Is your CRM integrated into your VoIP system so you know exactly who is calling into your customer support line and bonus, the system loads up their profile?
- Maybe, it’s a tech specialist assisting you on your own internal support issues so your customers aren’t impacted with significant down time?
- Who’s the managed service provider for that?
In 49 out of 50 states, services jobs provide 70 percent or more of overall employment. Therefore, providing exceptional customer service is a critical component for maintaining great customer satisfaction and receiving repeat business. And customer is too transnational of a name if you’re in the business of repeat traffic and or highly sought after services. A simple switch from customer to client places a higher value on your services and the organization you are serving. We break down popular types of remote IT services and remote access technologies for getting the data, client support outreach, or access to client computers; your team needs. The break down varies depending on objectives and workflow.
Organizations use remote support services for:
• Remote Support Services or Connectivity to a Mac, PC, or Server
Want to help your client out remotely? These are somewhat (until they are not) free solutions for IT professional and client who want to provide access to their computers. Some have time limits for use and others simply could make money on free so they charge now. I placed my favorites not related to IT support (but most definitely can be used) services at the top for best combination of instant access and long term usage. Otherwise, pay for more of a comprehensive and long term solution like LogMeIn Central or Rescue subscription for remote support services or pay a lot up front for your own remote into your own office solution.
Free Instant access to your machine
A little more (less instant, ad-hoc solution) friction and more long term remote access solution.
Another instant access solution but their 30 minute limitation on the free version. This is great for introductory IT support while the help desk team preps the workstation and the organization they are supporting for a more long term solution. It also can be used on Macs and basic server support.
Free conference call software. Bonus, it has remote access viewing feature. Check out our post on conference call software.
Zoho is trying to get into the market with their assist software. It’s pretty good.
Join.me provides instant access for conducting meetings or remote presentations. It’s pretty intuitive for most novice users but it can be frustrating to use if you provide IT support. LogMeIn made this into a full fledged paid service now. 🙁
Additional Remote Support Services
Remote Support Services come in many flavors. This will get the creative juices flowing for assessing where your company could use some help with improving customer support.
• Basic IT Support to you as a client or Managed IT Service
Your stereotypical IT guy who drops in to install something or provide break/fix support is what we call a seagull vendor. They fly in, drop their crap, and fly away. It’s may be cheaper but the attention to detail is not at their core of what they do. Meanwhile, a Managed IT Services company wants to make sure they get it done right, they have a proven suite of product and services they always install and successfully maintain, and they want the product never to be an issue because issues will eat heavily into their monthly recurring revenue or MRR. Basically, it’s a much better way of controlling costs while preventing disasters.
• Live Chat Services
Get Hubspot, integrate Live Chat services into your website, and chat with the guests on your phone.
• Email and Collaboration Services
Email is obviously mandatory. Getting the right email hosting service is critical to maintaining good client communications.
• Ticketing Systems and Professional Services Automation Systems
FreshDesk, ZohoDesk, and many others offer a ticketing system service for organizing all your client support emails and ensuring they get responded to and resolved in a timely manner.
• VoIP or Phone Services
Setting up a phone system with a phone tree is an essential piece for maintaining great remote support services.
• Internal Knowledgebase, Wiki, or Document Management System
Whatever they call it, your team needs documented processes in place for reference generic scenarios and customer specific notes to reduce the likelihood of bad customer support.
Remote Support Services Summary
There are plenty of solutions out there for getting what you need done. Check out some of these solutions and ping if you need further assistance.