for PC, Macintosh and mobile environments
In today’s highly competitive markets, customer support can be the edge. In software, the success of enterprise initiatives often depends on resolving user issues quickly and clearly. Web conferencing provides the best way of reducing time-to-resolution, as well as building customer satisfaction with personalized, one-on-one problem solving.
Your support professional can use INVISION’s web conferencing technology to control the desktop or application. By seeing directly what the situation is and solving the problem quickly, time-to-resolution is cut dramatically when compared to phone or email support incidents. The technician can also give demonstrations on the user’s desktop using the sharing feature.
Live reps can also connect via video or audio, and can pull in specialized technicians for tier 2 or tier 3 support, if necessary. Using the recording feature, sessions can be archived in FAQ or Support libraries, providing a much more direct and helpful level of visual support than a text explanation can. Best practices can also be recorded, or streamed live, to train support or product management teams.
Let us know how we can help you build customer loyalty with a web-conference based support environment.
