Leveraging Remote-Support for Application Management
Remote-support technology is a proven way to increase agent productivity by empowering them with the ability to
access a device directly for more accurate troubleshooting without leaving their desks. Even companies with
successful knowledge-base implementations and highly trained agents can find a significant return on investment
(ROI) for a remote-support project.
Remote-support technology can give you the following benefits:
• Red u c i n g c a ll- ha n d li n g ti m e . Case studies from successful remote-support implementations
show that with an agent in the driver’s seat, incident-handling time can be lowered by as much as 50 percent
for certain incidents. As technology becomes more complex, walking novice customers through recovery
procedures or checking detailed settings can take time and increase customer frustration. With the agent
free to take control of the machine, perform needed procedures and check settings, much less time is spent
actually resolving the issue.
• In c r e a s i n g fi r s t - in t e r a c t i o n cl o s u r e r a t e s . When agents are able to instantly “see”
error situations first-hand and check the system environment remotely, problems can be identified and
resolved immediately, avoiding multiple calls or email communication to gather additional information.
• Defl e c t i n g ph o n e in t e r a c t i o n s . Allowing customers to communicate effectively via their
channel of choice is key to increasing satisfaction. Remote support offers the same capabilities via a Web
chat/collaboration session as a phone call, allowing customers to remain in their channel of choice for the
entire problem-resolution session.
Remote-support technologies should be a standard component of all application management solutions. Remote-
support leads to higher customer satisfaction and reduces cost for the application management service provider.
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