Remote operations
Marc Prempain
15 April 2024
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We all need some help sometimes. Sometimes, an employee is desperately in need of technical support. Other times, an inspector needs an expert opinion on a specific component’s condition as soon as possible. In any case, remote support solutions like ViiBE have made it easier than ever to connect to a knowledgeable person. With more employees going remote (and many likely to stay remote), remote support software is quickly becoming indispensable. Remote support software has several benefits.
First of all, it removes the barrier of distance. With remote support software, support is easily accessible anywhere in the world with an internet connection. Next, this lack of distance means remote support saves on transportation costs and time. Finally, remote support sessions improve productivity, empowering your support agents to help more customers more quickly. So when do people need to use remote help? Let’s explore a couple of use cases.
Remote help can connect anyone who needs help to an expert. For example, a company can implement an IT Help Desk to allow its employees to communicate with technical support. ViiBE makes it simple to connect to its download-free app with a simple web link. An inspector conducting a remote inspection can quickly add an expert to a call thanks to expertise call routing. Getting a second opinion from an expert is now more convenient than ever. ViiBE reduces the need to physically dispatch experts or even inspectors, cutting down on fuel costs and CO2 emissions.
Finally, customers can connect to customer service representatives for remote help before, during, and after purchase. ViiBE works alongside common CRM applications and co-browsing solutions. ViiBE integrates into pre-existing call centers or allows you to set up a virtual call center quickly.
Remote support and unattended customer-self-service portals are improving customer support for many companies. Omnichannel communication is being used more and more in customer support because it gives the customer the option to choose the mode of communication. Voice and text are also helpful, and co-browsing is becoming an integral part of the pre-sales process for many companies. Still, video stands apart as it adds a channel of communication that reduces the possibility of misunderstanding. That is because the customer can show their issue on camera and communicate their emotions through facial expressions. Beyond basic video calling, ViiBE’s flexible web app is built around the principle of omnichannel communication. As an added means of communication, ViiBE allows either user to place a superimposed dot on the screen to point something out.
Call centers often record calls to ensure quality and to correct any issues in staff training. ViiBE’s built-in knowledge base makes this easy by storing call-related information, including past call videos and shared documents. You can easily save ViiBE calls and use them for quality control or employee training to prevent recurring issues. You can also use these videos to create customer service training videos customized to your company. This approach makes video call recordings an integral part of remote support.
While maintaining a high first-call resolution rate (FCR) is ideal, sometimes customers must call back to resolve an issue. ViiBE tracks Key Performance Indicators like FCR in real-time thanks to its simple post-call survey, so you can pinpoint issues as soon as they occur. ViiBE takes the guesswork out of identifying recurring issues. ViiBE’s ticketing solution can organize multiple calls under a single ticket, making it quick to retrieve past customer interaction data.
Still, sometimes mistakes happen, and a customer becomes upset. Customer service recovery is essential to correcting course with unhappy customers. Service recovery can actually leave customers more satisfied than if they had never experienced the problem. By training your customer service representatives to employ service recovery techniques and reviewing past videos for mistakes, you can improve customer satisfaction. Video call recordings are thus a crucial component to providing excellent customer service.
While remote access software has long been used for IT support, the use cases where remote computer access is necessary are dwindling. Users are tired of having to sign up for a free trial and download software for a single help session. Unlike remote access solutions, ViiBE lets you share your screen with a representative without needing to download any software. It supports windows and Mac computers, mobile devices, and even augmented reality equipment. ViiBE’s software solutions are both more secure and more convenient. Advanced security features enable the support technicians request to securely connect to a rear camera or see your screen. Thanks to secure WebRTC technology, the customer must approve the access request. ViiBE’s secure remote support software is adaptable to almost any use case for using remote desktop software.
ViiBE is used in many different use cases, including customer support. Allianz Partners uses ViiBE to connect stranded customers with a mechanic, who can quickly diagnose the condition of their vehicle. In many cases, the mechanic can determine that the car can be safely driven to a garage without the need for towing. If the vehicle needs to be taken to a garage, the mechanic immediately orders the required part and dispatches a tow truck. Still, in many cases where a client contacts Allianz Partners, towing is not necessary. In the first year, Allianz Partners saved 5,000 tow truck dispatches thanks to ViiBE’s remote connectivity.
ViiBE can be equally valuable for small businesses. VelyVelo uses ViiBE to connect its fleet of delivery bicycles to bike mechanics. By simply sending a web link, the mechanic and bike rider connect to a ViiBE call. The mechanic can guide the rider through the repair, often avoiding the need to take the bike for repair. This example illustrates how ViiBE reduces machine downtime.
Remote support software provide help regardless of how far away we are. More and more businesses realize the benefits of remote support software. ViiBE’s suite of features further enables the user to communicate effectively and solve their problem more quickly. ViiBE is designed to work on nearly any device and can adapt to almost any use case. Whether focused on consumer or B2B sales, ViiBE’s flexible solution provides secure remote support for both small and big businesses.
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