The Benefits of Remote Helpdesk applications
In the IT industry, technicians and customer support staff are required to explain the fundamentals of the product to users who may only have a limited understanding of the product that they are inquiring about.
Avoid the frustration common to the
What's worse, is that these customers will most likely callback again with a new problem or even the same problem, because they didn't quite understand what went on in the previous phone call. In either case, that's money lost!
The remote user solution
With remote helpdesk software from Help Desk Software Central, you can take the stress out of “newbie” customer and technician relationships.
One of the major reasons why it is so frustrating for technicians to convey their instructions to certain customers, is that the visual element of learning is not present. For a customer who may not understand the concept of a drop-down menu, or who panics whenever an "illegal application" message appears on their computer, may lead to some confusion when a technician asks them to click on the start button, select run, select CMD, etc., etc. In fact, no matter how much patience the technician has, or how clear the technician speaks, giving a list of instructions to an inexperienced computer user tends to result in a customer getting lost on the first step of the instructions, and the technician having to repeated over and over again, or struggle to find an easier way to get the point across.
With remote helpdesk software, your technician can effectively get inside the customer's computer. Every instruction that the customer needs to carry out, can be done by the technician. And customer has to go to a certain web site, the technician can take them there. If an update or new version of a software application needs to be downloaded or installed, the technician can do it. It's technician needs to run an application or program on the customer's computer, now they don't have to explain and re-explain the procedure, they can just do it. Best of all, a solution to at most technicians consider the most frustrating situation of all - figuring out what is wrong on the customer's computer when they don't know what it is. Technicians can now browse all relevant files on the customer's computer.
So make your technician’s jobs a lot easier by switching to remote helpdesk software from Help Desk Software Central. Try our free demo today.
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