Global Remote Support made easy: New ways to scale across teams, countries and brands

Global Remote Support made easy: New ways to scale across teams, countries and brands

There are many ways to introduce Remote Support solutions across large enterprises. What if there was one way to keep all your users and support enquiries organized?

 

We have all encountered a situation where we have called a service provider for support, only to find out that the person we are talking to cannot help us. Chances are that they are not familiar with the product or service we are enquiring about, need to transfer us to a different department or simply don’t speak our language. While this puts our patience on trial as a customer, it's also a highly inefficient process for the service provider. 

From our customer perspective the solution is simple: Connect us with the right expert from the very beginning. From an enterprise perspective it’s slightly more complex as many Remote Support solutions lack a simple structure for managing large user bases and a variety of incoming support requests. 

 

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Why is good Remote Support so rare? 

 

Delivering high-quality remote support requires several different criteria to be fulfilled at the same time: 

  • Providing the right type of support 
  • At the time when it’s needed 
  • Combined with great customer service 

Plus, once all three criteria are met at small scale, implement the solution at business level. For large enterprises this includes introducing the same support solution across different countries, departments and product lines for one unified approachSounds like a lot of criteria for businesses to succeed in Remote Support? It is, but that doesn’t mean it’s as hard to achieve as you might think. Let’s take a look behind the curtain. 

 

Multi-scaled Remote SupportChoose your own business set-up 

 

The easiest way to organize your Remote Support teams and incoming requests is to apply your existing business structures within your Remote Support solution. You can do that by grouping users and related support requests in separate Areas in REFLEKT Remote.

REFLEKT Remote Areas enable you to group users and incidents by criteria such as: 

  • Brands 
  • Regions 
  • Products 
  • Departments 
  • Languages 
  • Business units 

 

Only experts and technicians in the same Area can communicateThis means that users from one Area are not even visible for users of another Area within the application. The Area Management functionalities in the REFLEKT Remote are a simple way of keeping your Remote Support organized in the background and instantly connect your customers with the right expert for the best experience. 

Plus, you can implement a single Remote Support solution across your entire business while reporting and user data of all Areas are centrally managed in the Admin Portal. It's no rocket science but a simple win-win scenario for your customers and your business. In the end, simple structure user management features such as Areas help you to organize your user bases so that you and your customers can spend less time trying to find support and more time solving issues - ensuring a great customer experience.

 



Want to find out more about Areas and how to set them up?

Watch the dedicated session on REFLEKT Remote Area Management
from our RE'LEASE Event in September.

WATCH NOW