Cygnus Technology

The Benefits of Using Remote Support

According to the Business insider, there will be 41 billion IoT devices by 2027. The Internet of Things (IoT) has significantly impacted customer service in recent years. Increased connectivity and digital devices lead to higher customer expectations, thereby enhancing demand for companies to meet these expectations with the proper support technology.

Companies that use remote support have many advantages over traditional customer service teams that use outdated support technology. Remote support solutions continuously improve customer experience and empower support agents and technicians to take care of issues with quick and effective resolutions. Let’s look at some benefits to help your support teams give your customers a superior experience.

Here are the benefits of self-service support:

  1. Cost-effectiveness:  A Gartner survey of business leaders found that investing in new and existing customer-facing channels and leveraging remote support to enhance customer experience and operational excellence are top priorities for 2022. These are recognized as essential aspects of customer service strategy, customer engagement, and business growth. Customer support agents and technicians can connect to devices to reduce downtime and streamline customer interactions. Using remote support drives higher ROI, decreases overhead, reduces downtime and facilitates interactions between support and customers.
  2. Turn your support center into a profit center: Most companies view their support centers as costing them money. Remote support reduces expensive truck rolls, lowers phone call duration, and fewer costly product returns. All these advantages can turn your support center into a profit center rather than a cost center. Businesses can use these profits to invest in technology that makes the support team more productive and gives the customer a superior experience.
  3. Seamless support staff/technician experience: Remote support solutions reduce call volume burden for simple, short call queue, and repetitive tasks and give agents more time to resolve complex customer issues. Technicians no longer need to be onsite, reducing the need for truck rolls. A technician can diagnose the case, order replacement parts, and shorten the time it takes on-site to fix the problem. With the recent increases in gas and maintenance of vehicle fleets having remote support is critical to a business’s success.
  4. Providing customers with simplified interactions: Remote support simplifies interactions and reduces customers’ stress. Remote provides multiple touchpoints with the customer, breaking the mold of traditional customer service methods and enabling customers to have a superior experience without having a long conversation or extensive technicians’ time on the ground. The day of sitting around all day waiting for that technician to show up and easily remedied by using remote support. The technician will show up with the correct part and be able to fix the problem promptly.
  5. Empower your support/ technician teams: The growth of advanced solutions and remote support continuously improves customer experience and empowers your support team by providing quick and effective resolutions. Your support team will feel they can genuinely help their customers with the first call and not involve multiple people on multiple calls. Forward-looking businesses prioritize and implement remote support to meet customer demand for effortless, convenient, and fast service.
  6. Access to Experts: With remote support, your technicians and support staff can remotely diagnose issues to customers’ devices anywhere in the world. The customer is assured that the agent or technician is not having to guess due to insufficient data. The agent and technician can quickly diagnose the issue from the data before them. The data shows them what problems they have experienced in the past and any new data they can use to diagnose and solve issues in the future. Having an expert with relevant information on customer issues makes an all-around better support experience.

Customer service strategy needs to adapt to today’s changing customer expectations and trends and requires a shift to building better support solutions for customer interactions. Implementing the right remote support solution and technology reduces costs. It streamlines operational efficiencies, empowers support teams and technicians, and improves your bottom line making your company at the forefront of technology and exceeding customer expectations for the short and long-term all-around win.