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What Is Remote Call Service And How Does It Work?

Updated: August 17, 2020
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Remote call service is a top-level customer support service usually offered by businesses operating in the IT, communication, and networking industries. With the help of remote call service, customer support specialists gain limited control of their clients’ devices in order to solve technical problems the customers can’t solve themselves.

So, what is remote call service, how does it work, and why do companies offer it? Read on to find out.

What Is A Remote Call Service?

Remote call service is a first-class customer support service. Instead of explaining to the customer how to fix a technical problem, the remote call service allows support specialists to briefly connect to a customer’s device and solve the problem themselves.

Remote call service is usually offered by businesses operating in the communication, networking, and IT industries where technical problems can be more difficult to resolve without proper training.

Thanks to remote call service, operators can fix a customer’s device without them having to bring the device in for repairs. This means that the customer doesn’t waste time traveling to the repair center, and the support specialists can fix the problem in a matter of minutes rather than keeping the device overnight.

As a result, incorporating remote call service in your company’s support services can dramatically increase your customer’s satisfaction.

How Does Remote Call Service Work?

Remote call service works by creating a private connection between the customer’s and the support specialist’s devices. Once the connection is established, the support specialist briefly gains control of the customer’s screen. Using the customer’s device, the operator then identifies the problem based on the customer’s description. Once the problem is identified, the specialist fixes it and logs out of the customer’s device

Thanks to remote call service, support specialists can see with their own eyes what’s wrong with the customer’s device, and they can quickly identify and fix the problem. Instead of using only the customer’s description to identify the problem and then wasting precious minutes explaining how to fix it, the support specialists can fix the problem on their own in a short amount of time.

How Can You Implement Remote Call Service In Your Business?

There are two ways to implement remote call service, depending on the kind of software you use.

Using A Proprietary App

You can use a proprietary app to establish a connection between the customer’s and the support specialist’s devices. The app attributes an ID to each device after its installation. One of the users, usually the support specialist, hosts the connection and shares their ID with the other user.

The app automatically protects the connection with a password that shows up on the host’s screen. The host has to share the password with the other user in order to establish a connection.

Once both parties enter the right password, the connection between the devices is created and the support specialist can take control of the customer’s device.

One of the downsides of using a proprietary app is that the users have to install it on their devices in order to establish a connection. Sometimes, that can be difficult to achieve because the customers might not know how to install the app or because the device might be experiencing technical difficulties that could make that task very difficult.

Using A Web Browser

You can also use a web browser to establish a connection between the customer’s and the support specialist’s devices. This can be done by visiting specific websites. Just like an app, the website will attribute both users an ID and will protect the connection with a password.

But the good thing about using a browser is that anyone knows how to use one. Instead of asking the customer to install a certain app, the support specialist can simply advise them to visit the website and create an account, another process they should be familiar with.

Why You Should Incorporate Remote Call Service In Your Business

Excellent Remote Support

Remote call service is probably the best customer support service currently available. This service enables your customers to share their device’s screen in real-time, making it easy for your support specialists to identify and fix their problems.

Remote Mobile Support

Most proprietary apps and web browser applications are compatible with mobile devices, so your customer support specialists will be able to fix your customers’ problems, whether they use a phone, tablet, or computer.

Increased Efficiency

Customer support specialists usually spend more time identifying a problem than fixing it. Customers generally don’t know what doesn’t work properly, they just know that their devices are not responding as they should. And sometimes, their explanations can be downright confusing, which means that the support specialists waste a lot of time trying to identify the problem.

When you use a remote call service, the entire support process is easier for your specialists. Instead of figuring out what’s wrong based on the customers’ descriptions, they can simply log into the faulty devices and check out the problem for themselves. This can shorten the support process significantly, which would increase your support team’s efficiency.

Increased Customer Satisfaction

Just like your support specialists, your customers will also be happy to solve their problems in a short amount of time. Including the remote call service in your business can dramatically increase your customers’ satisfaction.

Remote Call Service From Epik Networks

Increase your customer support team’s efficiency and enable your support agents to access all the information they need to fix your customers’ problems.

With Epik’s hosted voip solutions, you’ll give your support specialists the tools they need to solve any problems via video, audio, email, or messaging, taking your support service to the next level.

Contact Epik Networks and see how remote call service could help your business

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