For corporations that depend on technology, down-time is lost productivity. Receiving effective technical support is critical. While all of these options are useful in some situations, there are certain scenarios in which they can be time consuming and inefficient, which leads to an overall negative support experience. However, it is time intensive, and it has high associated labor and travel costs. Phone support is characterized by long queues, unsatisfied agents and limited service quality, as the agent is dependent upon the customer to obtain critical information and to execute the process of repair relying solely on verbal direction.
Some companies offer interactive chat forums to facilitate the support process.
The problem with relying solely on live chat is that it does not take full advantage of the Internet as a medium for communication, information transfer and Desktop Sharing. The need to provide exceptional technical support has become a critical requirement in building customer relationships. Control-F1 eSupport empowers helpdesks with the ability to deliver live technical support via the Internet. An extensive set of secure web-based Communication, Diagnostic, System Management and Desktop Sharing Tools equip agents to solve problems faster and more effectively. A helpdesk armed with Control-F1 empowers agents with the tools required to support customers more effectively and efficiently.