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.
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.
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.
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.
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.
