Webex Support adoption toolkit

Hey, IT admin, we've got your back.

Webex Support adoption toolkit

How to use this toolkit

Your toolkit for successful adoption of Webex Support

Hey, IT admin, we've got your back.

This toolkit will show you how easy it is to deliver real-time technical support and customer service with Webex Support.

Share this with your customer operations teams who are looking to improve customer satisfaction, or even support service desk who want to reduce costs.

This toolkit includes the following:

Overview of Webex Support
Who Webex Support is for
Special features and key benefits, at a glance
Inspirational use cases you can share with colleagues who manage support services
Useful links and handy tips to guide you

Made for you

We’d love to hear your feedback on how this toolkit has helped your users get to know Webex Support and begin to adopt it within your organization.

Join the Webex Community to talk with people driving adoption just like you.

Webex Support overview

What is Webex Support and who is it for?

Webex Support allows you to deliver high-quality service and support to customers anywhere in the world, for less. The suite comprises two services: Remote Support and Remote Access.

Remote Support lets you see what users are doing on their machine or even take control remotely, reducing resolution time and helping to avoid expensive mistakes. You can even set up a queue-based routing system to improve customer experience.

Remote Access lets you carry out maintenance on remote unattended machines, such as servers, without having to make costly and time-consuming site visits.

The biggest users of Webex Support:

Call center agents
Call center managers
Customer success teams

Special features and key benefits

How can Webex Support help me?

Webex Support offers a wealth of clever features you can activate before or during a session, as well as a set of valuable management tools. Plus its clean, simple interface makes it incredibly easy to use for agents, customers and other stakeholders. Check out the main features and benefits below.

Before the session

Click-to-Connect: Places a clickable button on your company’s website, making it easy for a customer to request support.
Customizable Request Form: Gather key info about the customer before they are connected.
Call-back: Gives the customer the option to avoid queueing and have a support agent get back to them.
Wait Times: Helps to manage customer’s expectations as to when they will be connected to an agent.
Dedicated Agent URLs: Allows creation of a static agent URL so a customer can connect to a specific agent for continuity.

During the session

Desktop and Application Access: Lets an agent view and controls a customer’s desktop or applications, or vice versa.
Multisession Client and Custom Scripts: Allows an agent to easily run chat sessions with multiple customers at once and access a list of phrases they can use in the chat.
File Transfer: Lets an agent drag and drop files to and from a customer’s system.
Agent Inbox: Notifies an agent when a customer is in their queue and lets them control personal settings such as availability status.
Integrated VoIP and High-Quality Video: Enables an agent to deliver more personalized support via crystal clear audio and video.
Log on to a Customer’s Desktop as Admin: Empowers an agent to perform certain tasks a regular user can’t, such as downloading software.
View Remote System Information: Lets an agent see which system is installed on a remote computer.
Reboot and Reconnect: Maintains the same session with a customer even after reboot and in safe mode.
Post-session Survey and Notes: Allows an agent to create customer surveys and save support session notes.

What are the benefits of Webex Support?

Whether you’re running a business, a technical support team or an IT department, Webex Support helps you do what you do better. Take a look at the possibilities it offers.

Webex Support use cases

Shareable use case 1

Download here

Shareable use case 2

Download here

Shareable use case 3

Download here

Jumpstart

All you need to know to get going.

Getting started with Webex Support

Remote Support

Start a session and invite others
Use computer for audio
Share applications during a session
Share desktops during a session
Manage a remote session

Remote Access

Set up a computer for Remote Access
Manage a remote computer
Manage the Remote Access app

Best practices

Web automatic call distribution set up

Before setting up an automatic call distribution queue, the support / sales / customer service manager needs to consider the following questions:

01. Which agents should be assigned to the queue?

02. Can a single agent deal with one or multiple queries at the same time? The maximum number of concurrent sessions is 8 per agent but this isn't always achievable.

03. Can a customer choose which agent they would like to speak with?

04. Can a customer send their webcam video feed?
05. Should the customer have the option to save the chat transcript? Will they be prompted to do so?

06. Should all sessions be automatically recorded?

07. Can the agent use the file transfer option? If so, think about if they should offer the customer a file they can then save on their computer or save it to the customer's computer themselves.

08. What branding style should be used for the console (including fonts, colors and images)?

09. What questions should the customer be asked before the session?

10. What messages should be displayed in the following instances?

When there are no agents available
Outside of working hours
When the customer is waiting for an agent
To show a customer their position in the queue
To show a customer their estimated wait time
When an agent becomes available
When an agent joins a session
To say thank you

11. What questions should be asked on the feedback form at the end of the session?

12. What questions should the customer be asked when the queue is closed, so an agent can get back to them later on?

13. What phrases might be used most often by an agent when chatting with a customer?

Make sure the Webex Support administrator is aware of these decisions before creating the queue.

Configuring Webex Support checklist

The Webex Support administrator is responsible for creating the chat and call distribution queue. Using the information provided by the customer service / sales / support manager, here’s how they do it:

 Configure the app settings: Agent and Customer preferences.

 Apply branding for the app: header, image, colors and fonts.

 Populate and activate the chat library to help agents provide faster answers.

 Customize the pre-session, feedback and ‘leave a message’ forms.

 Configure the queue with name, hours of operation request distribution and escalation threshold, wait notification, and leave message threshold.

 Assign representatives to the queue.

 Set up rules to direct calls to the most appropriate agent.

 Create and publish an entry link.

Going the extra mile

Want a deeper dive into Webex Support?

Check out the Getting started guide.

How can we help?

For quick help guides, step-by-step instructions, and technical information head to our Webex Help center.

Want to put your stamp on it?

Would you like to rebrand or edit the content we've provided? Download the editable artwork to share with your designers.