REMOTE SUPPORT SERVICES

Features

  • Troubleshoot and Resolve Issues Fast
  • Remote Diagnostics
  • Team Collaboration and Session Transfer
  • Drawing, Highlighting and Pointing
  • File Transfer
  • Reboot / Reconnect
  • Fast Time-to-Session Speed
  • Record sessions for training and accountability purposes.
  • Collect customer feedback using built-in surveys.
  • Track team and individual metrics and set up automatic reports.
  • Two-Way Screen SharingBoth reps and customers can share their screens.
  • Remote Control With the customer’s permission, a rep can remotely take control of the customer’s desktop or device to provide service.
  • File Transfer Useful for applying patches, sending URLs and receiving log files.
  • Remote DiagnosticsReps can access your customer’s system information using a customizable tool to gather information specific to your support needs.
  • Annotation ToolsBoth reps and customer on the call can draw, highlight and point to items right on the screen.
  • Reboot / Reconnect Reps can restart the customer’s computer and automatically reconnect to the support session in progress.
  • Log-In as Administrator IT help desk administrators can remotely log in to customer computers to perform system administrative tasks without interrupting the session in progress. (Includes Send-Ctrl-Alt-Del.)

Benefit from RCS

  • Customers  choose RCS for its dependability and speedy return on investment.
  • Increased first-call resolution rates of up to 70 percent
  • Lower total call volumes due to fewer repeat calls
  • Thousands of dollars saved in travel costs