When a customer calls for assistance they have a 65% chance of receiving an answer to their problem during the first contact with support. When a case is not resolved on first contact, recent research shows that it can take one or more days to receive an answer. As the time it takes to receive an answer increases, customers become increasingly dissatisfied with the service they receive. The implications of not closing cases on first contact extend beyond customer dissatisfaction. Cases that are not closed at first contact cost more than double to resolve. Maximizing the effectiveness and efficiency of the support staff is therefore critical for customer satisfaction as well as expense control.
Currently the most popular medium for providing support is over the phone. Although effective in many situations, the phone alone has certain limitations. Problem description and diagnosis can be challenging and time consuming because of the difficulties in describing problems. Resolution and restoration can be problematic because of the inability of the caller to implement or install patches or fixes. The effective use of remote support overcomes these obstacles and brings added benefits. Through the application of remote support technologies it is possible to significantly improve the support transaction process, reduce service delivery costs and increase solution effectiveness.
Whether you are just getting started with remote support or have been utilizing remote support services for years, there are 5 key goals that that you must address in order to minimize the concerns and maximize the impact of remote support.