What Is Remote Call Service And How Does It Work?
What Is A Remote Call Service?
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?
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.
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.