Remote IT Support
WHAT IS REMOTE SUPPORT? • Remote support is a secure service, which allows representatives to help the client to solve their computer problems remotely. This can be done either by displaying the steps to take through screen sharing or the alternative that involves taking control of desktops to perform tasks remotely. Most times, remote support is used in conjunction with a phone call to provide support. • This allows the technician to diagnose the problem and play with several potential steps to provide a resolution to the issue and verifies the resolution that has been implemented. Remote support is always done via the Internet. This allows the technician to work from their workstation and eliminates the need to move the computer which can be a big hassle for the client. A desktop sharing software is what is used to feed the remote support trouble-shooter with rapid-fire screenshots from the screen of the problematic computer. Also, mouse clicks and keystrokes are captured by the remote support trouble-shooter and sent to the technician which allows them to view what is happening on their client’s computer and work out what action to take to resolve the issue. REMOTE SUPPORT BENEFITS Now that you understand what remote support is let us explain the benefits of the service for your business. • EfficiencyThis is one of remote support’s biggest benefits. This is because it cuts out the time that would have been used on travel to see a client, getting the job done more efficiently. The only downtime involved in remote support is connecting the remote support software online. • Multi-taskingThis is a worthwhile benefit for those who keep asking why to use remote support. It allows the technician to successfully complete several jobs. This allows the technician to have a number of billable hours taken care of in a shorter time period. • After HoursRemote support is perfect for after-hours jobs that may occur. This generally applies to issues such as Windows updates and server errors. It is the perfect solution for situations where clients have an issue but don’t have the time for the technician to work on the problem.
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How To Give Your Business A Digital Transformation
The process of digitally transforming your business requires strategies and should be treated more as an ongoing process rather than a one-off overhaul. A well-executed transformation will get you the business rewards and achieve digital excellence. KNOW YOUR GOALS Before you even start to consider putting any changes in place, it is essential for you to evaluate and assess the objective of your business. If you’re a sales team that relies on cloud computing, then your needs are going to be very different to a company with factories to produce. When you know your long term business goals you can identify the key areas where applying digital systems will make your business run more smoothly. HIRE AN EXPERT Utilizing a professional with ensuring your transformation is a smooth one.Sit down and have a chat about your goals so they can work out a plan around your needs. You need someone who can thoroughly asses your business and engage technology that fulfills those business goals and expectations.Every business is different, and their digital needs will alter depending on the sector. What is essential for one company may not be useful for another, which is why you need to continue to implement new technologies. Once you have begun to move over to digital tools and services, you’ll start to see your business is able to run more efficiently, saving you both money, time and resources. By failing to adapt to the changing tech landscape, you are seriously undermining your potential to thrive.
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Using Live Chat To Build Customer Engagement
Live chat is a great technology to increase your customer engagement, stay competitive in your niche, and convert those who’re interested in your product/service into buyers. Here are a few statistics to back it up: • 68 percent of website visitors will use the live chat feature and 63 percent of them return to websites that are offering live chat for a repeat purchase. • 38 percent of all online visitors will complete a purchase during a live chat • A live chat feature has been found to increase a website’s conversions by more than 20 percent If you haven’t added a live chat feature to your website, you’re missing out on all the positive benefits. Engage your audience! While this may seem like a complicated way to work towards improving conversions it is easy and effective. Below we go through a few of the benefits a chat service can bring to your site BE AVAILABLE AROUND THE CLOCK 9 am to 5 pm Monday to Friday doesn’t cut it online. Customers shop around the clock and expect their customer service to be available anytime. If you don’t have in-house staff to handle the chat outside business hours, you can hire virtual assistants to assist customers 24/7. TIME INITIATING THE CHAT RIGHT There will be several types of visitors on your site. Some will be taking their time making up their mind on purchase, some just browsing and some who know exactly what they want. It is a good idea to use software with tracking features to understand your visitors’ movements better and learn how to target the right visitors, especially on pages you have targeted call to actions. GET REAL Customers don’t want to feel like their talking to a robot. Train your staff to personalize their chats, call the customer by name. This is possible after prompting the customer to provide name, email and contact number. ADDRESS YOUR CUSTOMERS PROBLEMS Sometimes it can work in your favor to swallow the loss if live chat agents are addressing a customer’s pain point in return. This strategy, apart from increasing live chat conversions, has the potential to bring in recurring business and build customer loyalty. OFFER/SUGGEST SOMETHING VALUABLE Most live chat software features include loads of information on the visitor, which can in turn be used to provide valuable customer service. By going through a customer’s chat history and information, live chat agents can provide them with valuable suggestions. For example, if a customer shows dissatisfaction towards a product design, the support representative should take a minute to see whether an alternate item with a different design, but same features is available. If the option is available, it can be suggested to build valuable leads. UPSELL, UPSELL, UPSELL After you demonstrate value and make the case for a higher level of customer service, you can try increasing conversions by upselling. Once the agent has engaged visitors by understanding their needs, they are in a better position to recommend upgrades, add-ons, etc. Internet Retailer revealed that Virgin Atlantic Airways Ltd. uses live chat to achieve conversion rates as high as 23 percent. Customers that used their live chat converted a rate 3.5 times higher than the customers who didn’t engage the chat feature. The interesting fact is that the UK-based airlines don’t use their live chat to push airline ticket sales but as an opportunity to upsell. Their customers are already in the decision-making phase when purchasing their tickets online and upgrading their purchase to include priority seating, personalized meals, etc is easier. This increases overall averages of sale value and total sale revenue. TAKE CUSTOMERS WHERE THEY NEED TO BE A number of live chat agents overlook the fact that their visitors may not know where to go on a website. For example, they may want to look at the faq page before completing their order but don’t really know how to find it. As a result, your chat agents can make things easy for them by sending the links which redirect them to their webpage of choice, and that’s how you facilitate actions that lead to conversions
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