WebEx Support Center
Remote Support
Solve remote support issues fast
Support remote users as if you were there
Deliver instant, personalized support to users around the world. View and take control of desktops or applications, accelerating diagnosis and problem solving. Decrease call times, increase first call resolution, minimize on-site service visits—and maximize customer satisfaction. Sign up for a 14-day free trial or buy it online.
Overview
Improve the speed and quality of your online support
Remote support lets you "see" the issues firsthand, rather than being dependent on a verbal description. Rapidly diagnose problems with remote support and improve your support organization's performance as you:
Accelerate diagnosis and problem solving
View and control your customer’s entire desktop and applications. Diagnose problems, transfer files and install patches or updates.
Increase support revenue
Increase service contract renewal rate by offering better service without increasing cost of service delivery.
Deliver hands-on support without costly site visits
Eliminate the need to travel offsite for most problems — and avoid the frustrating back-and-forth communication of possible fixes over the phone.
Deliver support around the globe
Whether you're supporting customers around the world or a global workforce, let your support people view, diagnose and solve problems for anyone around the world, across any firewalls, on any operating system, on any browser.
Features
Resolve more support issues in less time with online support
The intuitive interface, ability to work through firewalls and robust security make Support Center-Remote Support the most effective way to increase customer satisfaction and reduce cost. Learn more about Remote Support by downloading the data sheet today.
Give click-to-connnect access on the web
Give your customers anytime, anywhere access to your agents by adding a click-to-connect link on your web site, desktop, product, or email signature. You can even customize the request form to collect information you need from your customer and reflect your customer's branding.
Manage support sessions with the WebACD Inbox
Receive support request notifications automatically whenever there are customers in the queue. Agents can view all queues and other agents' status, then transfer requests to available or more qualified agents. Watch the WebACD Quick Tour to learn more.
Multiple queues, skill-based routing, and work distribution
Create multiple queues for different teams or departments. Route the request to the most qualified agents using skill-based routing. Distribute requests evenly using round-robin or most-idle work distribution.
Gain immediate and real-time visibility
Instantly view your customer’s entire desktop or specific application and see the problem for yourself rather than relying on lay customers to explain technical jargon. You won't have to support your customers blindfolded and rely on them to explain what they're seeing.
Automatically gather critical system
Information No need to hunt for critical information in the Registry Editor, Task Manager and Help-About to find the information you need to solve a customer’s issue. Simply click on System Info to collect and view critical data like system information, hardware specs, browser version and installed applications in one place.
Customer-friendly access controls
To limit your liability and increase customers' comfort, Remote Support makes sure you are getting explicit permission for all the actions you are taking on customers' machine like remote control, file transfer and recording.
Application level control
Sometimes, customers are reluctant to give visibility or control of their entire computer. Remote Support allows you to limit the view your customer sees and control access to the applications they select.
Advanced file transfer
Using file transfer, you can immediately download applications, patches or updates to resolve the issue. You can also upload log files from customer computer for later analysis. Advanced file transfer enables you to also create, delete and rename folders and delete and rename files.
Two-way video
Use two-way video to enhance customer interactions and build rapport with your customers. Video conferencing can help increase customer loyalty and satisfaction as you and your customers see and interact with each other. Hardware troubleshooting can also benefit when your support rep can see the situation directly.
Remote reboot within the same session
It is very common to reboot the customer’s computer after installing patches or applications. Remote Support provides an easy way to reboot the customer’s computer and have the customer re-join the ongoing session.
Warm escalations and multi-vendor conference
Remote Support's powerful transfer and conference capabilities allow for warm escalations/transfers and a team resolution approach with other vendors. Don’t drive your customer crazy with cold handoffs, forcing them to start from scratch every time.
Real-time management console
Monitor agents and queues using real-time management console. Get notification when the wait time exceeds predetermined thresholds.
Recording and playback
Auto-record all sessions to create a full audio, data and video audit trail. You can also record selected sessions for training and development or a multimedia knowledge base article. WebEx Recording Editor allows you to fine tune and repurpose content.
Powerful reporting capabilities
Remote Support allows you to collect customer data before the session starts and survey data at the end of the session. These reports help you analyze your call center metrics, including handle time, call volume, agent productivity, and customer satisfaction.
Cross platform support
Remote Support allows you to support customers no matter what operating system they use. In addition to Windows—Linux, Solaris and Mac are supported.
Buying info
WebEx Remote Support is provided on demand over the web on a subscription basis. You don’t need to invest in any new hardware or install any big software application on your computer to use it. You simply pay a predictable monthly fee and you can use it anytime, from any web browser, anywhere in the world.
Buy online »
Order WebEx Remote Support now online.
Contact sales »
WebEx Remote Support is available as a stand-alone application, or as part of a comprehensive collaboration solution. Let us provide a quote on your specific needs.
System requirements »
All you need to use WebEx is a standard web browser and any telephone connection.
