Snapshot of Support Industry Trends and Customer Preferences

FACT SHEETIncrease Customer Satisfaction: Customer and Industry Attitudes Towards Remote Support Published: 2012 1

INDUSTRY DEPLOYMENTRemote Support Considered an Enabler of Quality Customer ServiceThree in five organizations that have implemented remote support (61%) ‘agree’ that being ablescreen share with a customer service representative would allow for a valuable service to bedelivered to customers (Figure 1).Figure 1: How much do you agree or disagree that being able to share your screen with a customerservice representative would provide a valuable service? Industry 3% 5% 13% 20% 8% 23% 30% Strongly Disagree Disagree Somewhat Disagree Neither Agree Nor Disagree Somewhat Agree Agree Strongly AgreeBase: US Organizations with remote assist implemented n=40The benefits that organizations have realized since deploying remote support include assistance withquery resolution in a better, faster and timely manner (Figure 2).Figure 2: Benefits recognized with remote supportBase: US Organizations with remote assist implemented n=40 2

CUSTOMER PREFERENCESCustomers Strongly Want Remote SupportFour-fifths of customers (78%) ‘agree’ that screen share with a customer service representativewould enable a valuable service to be received (Figure 3).Figure 3: How much do you agree or disagree that being able to share your screen with a customerservice representative would provide a valuable service? Consumer 3% 4% 4% 11% 27% 32% 19% Strongly Disagree Disagree Somewhat Disagree Neither Agree Nor Disagree Somewhat Agree Agree Strongly AgreeBase: US Consumers n=420 3

ANALYST INSIGHTSIndustry is Not Meeting Customer Demand for Remote SupportCurrently, two in five organizations (39%) have implemented remote support in the contact center.Of the organizations that have implemented remote support, three in five organizations ‘agree’ thatbeing able screen share with a customer service representative would allow for a valuable service tobe delivered to customers. Support for remote assist is even stronger among customers with four infive customers (78%) ‘agreeing’ that screen share with a customer service representative wouldenable a valuable service to be received.Only an additional 4% of organizations are planning to implement remote support in the next twoyears which would seem to be a gap given the high interest from customers.The benefits that the US organizations surveyed have realized since deploying remote supportinclude assistance with query resolution in a better, faster and timely manner. 4

About Fifth QuadrantWho we areEstablished in 1998, Fifth Quadrant Pty Ltd is a Service Strategy Management Consultancy andAnalyst organization. We provide management consulting, service industry reports, customerexperience design, customer research and executive training programs. We work across contactcenter, face-to-face, online, correspondence and social media service channels.  Management Consultants  Researchers  Analysts  EducatorsWhat we doWe work with our clients to design and operationalize service strategy in order to enhance customerexperience, reduce operating costs, drive revenue and optimize operations across multiple servicechannels.Fifth Quadrant conducts extensive research within the contact center and customer service industry,producing Analyst reports that underpin our approach to consultancy with evidence-based statisticsand analysis.Fifth Quadrant | callcentres.net is our online, publishing and social media division providingCustomer Management industry professionals with news, insights and research within the AsiaPacific region. 1. Enhance customer experience 2. Reduce operating costs 3. Drive Revenue 4. Optimize operations 5

Our ServicesFifth Quadrant’s services include: 6

About Citrix GoToAssistCitrix GoToAssist provides easy-to-use cloud-based solutions that enable organizations of all sizes toconnect with customers, employees and machines online. With GoToAssist, IT professionals candeliver fast, secure remote support and monitor IT infrastructures from anywhere. GoToAssistCorporate offers a comprehensive solution that enables multi-agent support organizations to resolvetheir customers’ technical issues. Built specifically for IT managers, consultants and managed serviceproviders, GoToAssist Remote Support and Monitoring tools accommodate both individual users andteams. The preferred choice in remote support, GoToAssist is recognized as the worldwide marketleader by IDC and ranked highest in customer satisfaction according to TSIA research.For more about implementing a remote support solution, please visit www.gotoassist.com. 7

Snapshot of Support Industry Trends and Customer Preferences

by GoToAssist on Sep 21, 2012

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