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					PRODUCT

iLinc for Support
TRANSFORM CUSTOMER SUPPORT INTO A MORE PERSONAL, EFFECTIvE, RELATIONSHIP-bUILDINg ExPERIENCE.

“The benefits in our customer service
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WHAT’S IN IT FOR YOU
SUPPORT / HELP DESk SESSIONS Now your customers can see your helpful face on video (or a picture if you prefer). Provide faster, but more personal assistance by using Remote Control to access and fix their issue.
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department are the most dramatic. We have significantly reduced travel costs with the exception of very large rollouts, which we still do in person. The ability to provide training in multiple ways enables the customer service team to meet a wide variety of needs using a single tool.”
Traci Schaible Senior Manager of Product Training, QUALCOMM Wireless Business Services
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TEAM TRAININg Support managers can take advantage of simple, reliable recording capabilities to capture best (and worst) practices and provide on-going team training. Help your staff improve by watching, listening, and learning from each other. INTERACTIvE FAQS OR SUPPORT ARCHIvE Use iLinc for Support recordings to build an online library of common support issues. A great way to encourage customer self-service or bring new employees up-to-speed.

INCREASE CUSTOMER SATISFACTION & LOYALTY WITH HANDS-ON SUPPORT
Dramatically reduce time-to-resolution by connecting your support representatives with customers in the iLinc environment, where they can see and interact with the same screen. You’ll increase customer loyalty by making them feel as if there’s a technician in the room engaged in personalized, one-on-one problem solving. Your support professionals will appreciate how iLinc for Support helps them work smarter. Superior to investigating an issue as described over the phone or in email, this puts your team in direct contact with the matter at hand. The solution also provides support managers with visibility into issue history through

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TIER 2 AND 3 SESSIONS Tackle your most complex issues in an interactive setting. For Tier 2 and 3 situations, where multiple technicians must collaborate to solve a problem, the iLinc for Support environment provides a broad range of tools to enhance cooperation and ultimately speed time-to-resolution.

metrics for time-to-resolution, session length, and customer satisfaction. Your representative simply takes control of the customer’s desktop or application(s) to instantly access and resolve problems. Or they can share their own desktop or application for demonstration purposes. Security is never a concern with AES and SSL protocols, which enable navigation of even the most complex networks and firewalls.

©2009 iLinc Communications, Inc. | 2999 N 44th St, Phoenix, AZ 85018

iLinc for Support

Useful, customizable, efficiency-driven features empower your support team to keep customers happier than ever:
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ENHANCE THE SUPPORT ExPERIENCE
Beyond the ordinary, iLinc delivers unique capabilities that make support sessions not only more personal than ever, but also more versatile. The technology enables you to leverage the valuable lessons learned in support sessions in new and creative ways:
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Remote Control enables your support professionals to remotely drive any Windows or Mac computer across any network connection. There’s simply no faster way to diagnose help desk issues and keep customers pleased with your products.

Multi-person video puts your technicians face-to-face with customers. With one or multiple technicians in session, your customers will surely appreciate the personal connection of seeing their representatives live. When they feel better served, your relationship deepens.

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Remote Control with Annotation allows your technicians to access the full set of iLinc markup tools to point, highlight, circle, type, or otherwise accent the shared screen view for an even more vivid, interactive experience.
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Reliable recording capabilities allow you to capture best practices and build an archive library for customer self-service. A fantastic way to provide on-going training, recordings can also be used as a teaching tool. Sessions save as Flash files, so your customers and staff will never struggle with downloading a proprietary player to access the information.

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Wait List enables your team to strategically manage the support queue. This feature shows how long people have been waiting, so that technicians can meet service guarantees and when needed, increase the number of available representatives. It also equips managers with the intelligence to streamline resources across the support department.
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iLinc for Salesforce combines the power of two best-in-class technologies and saves your support professionals’ time and effort. They can reach more customers in less time by launching support sessions directly from Case records in Salesforce. com. iLinc also logs the session details, including duration, in this Case record, as well as in the Contact’s Activity History, ensuring that support services are automatically tracked.

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Fast, flexible, role-based access enables the session leader to bring in a Level 2 or Level 3 representative on-the-fly. Plus, your team can get more done by serving multiple customers at once, when appropriate. They can even invite additional attendees mid-session.

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File Transfer allows technicians and customers to quickly pass files to each other within the iLinc for Support environment. There is no need to leave the session to check email – this feature eliminates time wasted waiting for a message to arrive. No more asking, “Did you get it yet?”

Schedule a Demo Today:
www.iLinc.com/dailydemo 1.800.767.9054 followup@iLinc.com

©2009 iLinc Communications, Inc. | 2999 N 44th St, Phoenix, AZ 85018


				
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posted:12/12/2009
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