News
The services that customers really want
A recent study has shown that when it comes to technical problems, support services rank highest on people’s wish lists. Analysts also found out what consumers consider the most pressing issue and what type of customer service they would like.
One of the key points raised by global consulting company Accenture was that most of all, users of several technical devices, such as computers and smartphones, would like to have a single point of contact for emergencies.
Computer problems occupy first place
Virtually all of those surveyed agreed on one point in particular. When asked what type of technical problems they would use support services for, computer-related topics was their first response:
- 68% stated that they would like support to reduce the likelihood of serious computer problems that could result in data loss or high costs.
- 67% want greater security against viruses and malware attacks which could pose a threat to data.
- 57% want help with installing software patches or new software.
Traditional help desks continue to play a key role in providing customer service. This form of service requires the user to describe his or her problem over the telephone, which can be cumbersome and imprecise. The customer service technician may not always understand the customer's problem, since the customer can only explain the problem and not demonstrate it.
Using remote support to boost efficiency
Complicated solutions, however, cost time and money. It’s not uncommon for large companies to receive tens of thousands of support requests per day. Any organization that handles such a tremendous call volume must have a reliable and high-performance system.
But providing service is becoming more and more important for mid-size and small companies and consultants too – not just to offer added value compared with the competition, but primarily to satisfy customers and their requirements.
A remote support solution is the perfect way for support staff to view the customer’s screen directly as well as quickly localize and solve the problem faster. This boosts the help desk’s contact numbers and efficiency.
Anyone who thinks that consumers don’t use assistance via remote support is wrong. During the Accenture survey, 36% stated that their first choice would be to work with someone remotely via an instant messaging service, phone or email. One third (33%) would prefer a technician to access their computer at night or during other non-productive times.
Efficient customer support made easy
It’s primarily your customers who decide how successfully your company can hold its ground in the market. Regardless of company size, sophisticated remote support solutions such as GoToAssist deliver a decisive competitive advantage.
It’s extremely easy to operate. If a customer or employee needs help, the service team uses GoToAssist to simply link up to the relevant computer. The team member can then not only view the screen of the remote PC or Mac, but also control it if requested to install software updates or patches, for instance.
In most cases, you get a return on your investment after first use
The benefits are obvious: the company providing support doesn’t have to invest time or money in server infrastructure or maintenance, because these are the responsibility of the service provider. Because GoToAssist is an SaaS (Software as a Service) solution – provided via the Internet instead of local hardware – it is generally ready for use immediately and can be scaled as required. It makes no difference whether only one person is providing support services or a complete help desk is to be equipped with the remote support solution.
A remote support solution such as GoToAssist is cost-effective to operate, with prices starting from € 59 per month. It’s an investment that often pays off after the first use, as it involves no travelling costs to the customer’s premises or unproductive travel times.
If a company intends to use a remote support solution throughout its site(s), GoToAssist provides additional functions in a corporate version to ensure even more efficient team-based support. This allows more experts to join an ongoing support session without the customer having to send a new support request. Documentation and evaluation functions provide measurements and key figures, which can be used to prove the value of a help desk.
About the study: Accenture figures
As part of the representative study „Beyond Landline Beyond Landline: Evolving Consumer Expectations for Technology Support”, the consulting company interviewed more than 3000 consumers from 21 countries.
