How remote help desks improve IT support

How remote help desks improve IT support

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As long as there are computers, there will likely be computer problems. While some issues resolve on their own, complicated issues can seem impossible to figure out. After attempting to fix a problem independently, many frustrated customers finally decide to contact an expert. While IT support was invented to solve computer problems more easily, it doesn’t always live up to its promises. There are several ways a company can improve IT support, among which help desks are an excellent option. Remote help desks centralize the support process and provide customers with an always-available solution to fix their problem. This offers peace of mind and convenience to the customer. So what is remote help desk support exactly? 

1. What is remote help desk support?

Compared to traditional IT support that requires an in-person interaction, remote help desks move IT support online. Remote help desks provide tech support online via video connection, sometimes using screen share software. Customers or employees can conveniently connect to a call with help desk technicians to resolve problems in the comfort of their own home or another convenient location. Technicians can see their screen via screen sharing or remote desktop software. Remote service desks are staffed with technical experts with many years of experience and technological know-how. Newer options like ViiBE make the connection even more accessible with their download-free web app. 

2. Who needs a remote help desk?

A remote help desk is a lifesaver for those of us who are less tech-savvy. But even the technologically gifted among us can be stumped sometimes with a complicated technical issue. Remote help desks are for anyone who needs expert advice or guidance on how to solve a computer problem. As remote work becomes commonplace, it is less convenient to come into the office to meet with technical support technicians. Remote support provides the convenience of online service while giving the same level of customer service as an in-person visit to IT assistance. Tools like ViiBE empower remote help desks to operate at their fullest potential. 

Remote help desk
Remote help desks can improve customer satisfaction

3. What makes a good help desk?

A good help desk should be centered around the customer. Customer satisfaction is essential because customers who trust your help desk to resolve their issues promptly and thoroughly will return in the future. ViiBE makes it easy to create a help desk by either setting up a virtual call center or plugging into your existing software. ViiBE works on any device equipped with a camera and an internet connection. If a technical problem prevents the customer from using their computer, they can connect to a ViiBE call on their smartphone. The technician can simply request to access their rear camera to see the computer screen through the phone. 

Adding channels of communication makes a help desk more effective. ViiBE’s video chat empowers call center agents to read their customer’s emotions better and communicate empathy during the call. ViiBE’s text chat feature gives the flexibility to adapt to customers with different needs. ViiBE adapts to your company’s use case and your customer’s preferences thanks to its platform-agnostic web app. Whether you’re calling from a smartphone or RealWear’s augmented reality headgear, ViiBE will deliver a high-quality video connection between your customer and the call center agent. 

Customer support should be as effortless for the customer as possible. ViiBE’s web app allows your customers to connect to a ViiBE call with a simple web link from any operating system. There is no download necessary and no need to create a user account. This built-in simplicity means that customer support agents can focus on their job and fix user issues more effectively. 

Large companies like air conditioning manufacturer Daikin have demonstrated ViiBE’s benefits in the real world. They reduced their first call resolution (FCR) rates by 35% by using ViiBE. Still, when follow-up calls are necessary, ViiBE’s suite of customer-oriented solutions improves customer service outcomes. Indeed, when the issue has not been fixed during the first call, a follow-up email cannot always be enough and the support team would need to access some tailored made functionalities. ViiBE’s ticketing solution stores multiple calls to the same customer under a single ticket. This single ticket makes it easier to follow up on customer satisfaction. After each call, ViiBE invites the customer to complete a quick survey. The answers are automatically factored into the individual support agent’s key performance indicator (KPI) rates, including FCR. From the bottom up, ViiBE’s software is designed for better customer service. 

4. How to improve remote technical support

Once downloaded, traditional remote desktop software provides the technician full access to your computer. This downloaded software is convenient for identifying and addressing technical issues but is a security risk that scammers often exploit. New technologies like co-browsing allow customer support agents to follow along with a user’s browser without any download, thanks to the built-in security of the WebRTC platform. Co-browsing is usually limited to pre-sales customer interactions. Still, solutions like ViiBE’s video call web app are built on the same WebRTC platform. ViiBE sidesteps the security issues of downloadable remote access software while maintaining the convenience of screen sharing software. With a simple web link, users can connect to a ViiBE call on any device. If needed, users can share their screen with the technician once they grant them access. Web apps like ViiBE improve remote technical support by making the connection more effortless and more secure for customers. 

5. Conclusion

As full-time, remote jobs become commonplace, the same technical problems occur as in a traditional office. Remote help desks allow companies to perform remote IT support while ensuring the same level of quality as in-person service. ViiBE makes it easy to implement remote customer support, with no special management software to download and no experience working in a traditional call center necessary. ViiBE combines the convenience of the traditional remote access software with security and ease of use for your customers. ViiBE is designed to be as effortless as possible for both the customer and your support agent. Whether you want to integrate ViiBE into an existing call center or to create a virtual call center remotely, ViiBE empowers you with the tools to make this happen. ViiBE is flexible and can adapt to different use cases from small businesses to large corporations.

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