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WHITE PAPER GoToAssist
Citrix GoToAssist Corporate
Remote Support White Paper
Improving first-call resolution with team
collaboration technology.
www.gotoassist.comWHITE PAPER GoToAssist
It's been described as a love-hate relationship. Customer support reps love solving people's problems and customers hate it when reps can't satisfy their every request. Working the front line in the battle to keep customers satisfied, one of the support team's primary objectives is first-call resolution-the key to customer retention. However, when issues aren't resolved in a single call, problems emerge.
Directors of customer technical support face major challenges, including the need to speed support calls, reduce customer transfers and ensure new reps are quickly brought up to speed. When problems spin out of control, loyalty is damaged-leaving the door open to a lost customer.
Whether callers struggle to fully convey their problems or can't follow simple instructions, support reps must find ways to break through and solve challenges. When agents are perplexed or cannot see obvious solutions, the result is often long hold times, call transfers and poor customer experiences.
How can support reps quickly solve problems when they reach a dead end? Is there an easy way to bring experts into a support session without hindering the customer experience?
To meet these challenges, many companies are turning to collaborative remote support solutions. Designed to effortlessly bring peers, supervisors and experts into a shared support session, these solutions enable reps to share screens and remotely work together on a customer's computer-solving customer issues in a single session. This white paper will examine key customer support challenges and reveal the many advantages of collaborative remote support.
Trends impacting customer supportQuality customer service, Economic uncertainty makes retaining customers essential. Businesses not price, is foremost among cannot afford to lose customers due to poor service. Indeed, a study consumers, despite the by Forrester shows service is more important than price. "The data is economy. compelling: Customers care about customer service. Companies can differentiate themselves by upgrading their service experiences," found the 1study.
The old adage that it's easier to keep a customer than gain a new one still rings true. Acquiring a new customer can cost 6 to 7 times more than retaining an existing one, and businesses that, "increased their customer retention rates by as little as 5% saw increases in their profits ranging from 25% to a whopping 95%," according to research by Bain & Company.
Two of the most effective ways to improve customer satisfaction, the Corporate Executive Board recently reported, are reducing the effort customers must make to solve their problems and improving the overall 3customer experience.
1 Temkin, B. D. (May 15, 2009). Forrester. Customer service trumps price.2 Hendricks, D. (April 6, 2009). Email Insider. Leveraging existing customer relationships.3 (2008). Corporate Executive Board. Shifting the loyalty curve.2WHITE PAPER GoToAssist
New tools making a differenceNew technology is allowing customer support departments to leverage the power of the Internet to remotely assist customers in new ways. "Web-based remote support solutions will help companies support a more virtual workplace, 4cut costs and improve customer service," stated a Frost & Sullivan report.
In fact, nearly one in four support organizations plan on implementing Web collaboration support tools in 2010, according to the Technology Services 5Industry Association.
More businesses will likely utilize these new tools in the very near future. "With the economy forcing businesses to do more with less, combined with the shortage of skilled IT workers at each location," Frost & Sullivan expects the 6remote support market to, "experience high growth."
Challenges that hinder customer retentionToday's customer often expects Every customer support director wants reps to quickly yet accurately solve push-button service, creating customer issues. However, situations often occur that injures the customer unrealistic expectations for experience. For example, some customers simply don't want to comb online support staff. knowledge bases or even be verbally walked through the steps neede... [download for more]
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