Customer Connect Blog
Rethinking customer support in a connected world

Increase Customer Satisfaction with Remote Video Support

We live in an era of “right now.” So why should customers settle for anything less when it comes to getting support for their products?

Something that’s been making a splash in the world of customer support as of late is remote video support. It lets customer support reps see the problem in real time from the customer’s perspective, so they can remotely help solve a variety of support issues – all without having the customer unnecessarily exchange or return a working product, bring it in for in-person service, or worse, be stuck with a non-working product until a service technician can visit their home or office. All of these support options in place today can be not only costly but also risky in terms of losing inconvenienced, frustrated customers.

John Ragsdale, Vice President of Technology and Social Research for the Technology Services Industry Association (TSIA), notes that rolling a truck to a customer site can cost companies upwards of $1,600. Alternatively, remote video support provides a better, more cost-effective way for busy, demanding customers to receive live, real-time personalized service that takes into account the context of their actual physical environment.

And according to a recent survey from Support.com on The Future of Tech Support, the majority of millennials are in favor of this kind of technology that gets them to resolution faster and makes their lives easier – 54% of millennials are comfortable with a company remotely accessing their device to guide troubleshooting and inform better tech support..

So what can “eyes on the problem” do for your customers? Take for example this recent real-world case encountered by a support rep at one of our Support.com Cloud client companies:

In this scenario, the customer was colorblind. Figuring out what cord goes where can be difficult enough, especially when connecting new products to existing devices. And without a support rep seeing the positioning of the multicolored wires or the current configuration in order to provide guidance, chances of the customer easily resolving the issue on his own were slim.

colorblind

But with remote video support from Support.com Cloud, the rep walked the customer through the correct wiring setup, all via the camera on the customer’s smartphone. The rep was able to annotate the screen on the customer’s mobile device in real time to point out the issue quickly and get the customer’s device working correctly.

Consider some other use cases where a support rep viewing the actual problem can lead to better customer satisfaction:

• Electronics companies helping customers connect and troubleshoot various streaming media player models and entertainment system brands

• Communications service providers assisting customers in setting up complicated home networks with multiple cables, modems, routers, and hubs

• Smart home manufacturers and retailers guiding customers through activation of their Internet of Things (IoT) devices, thus improving product adoption and reducing no-fault returns

It’s no wonder that companies are starting to up their game by delivering remote video support. It ultimately provides a better customer experience that puts less of a burden on the customer. At Support.com, we’ve been helping top companies implement our SeeSupport feature for remote video support. It’s one of many popular ways that Support.com Cloud can help you address key customer service pain points to resolve customer issues faster and more effectively.

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Increase Customer Satisfaction with Remote Video Support
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Increase Customer Satisfaction with Remote Video Support
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We live in an era of “right now.” So why should customers settle for anything less when it comes to getting support for their products?
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Support.com
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Kim Lambert

Kim Lambert is Senior Product Marketing Manager at Support.com, where she owns product messaging, sales enablement, and marketing content for Support.com Cloud. Kim joined Support.com in January of 2016, bringing with her a passion for technology and a background in helping companies like Verizon, Intel, and Yahoo! build their brands and market a superior customer experience. Kim holds a Bachelor of Business Administration from Virginia Tech and an MBA from Duke University’s Fuqua School of Business.

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