Deliver Customer Support Remotely with Integrated Communication Solutions

Malaysian market is well known for its prowess in exports, with manufactured goods, textiles, chemicals and electronics at the centre of the country’s export volumes. All manufacturers working in the country require a sound Customer Support infrastructure in place while selling goods offshore. Conferencing applications that allow users to render customer support to overseas clients are required by such companies to keep costs to a minimum while providing seamless support at all times. Cisco WebEx conferencing suite, which consists of Support Center, Training Center, Event Center and Meeting Center, has come forward as the ideal solution for such firms. The Support Center application of the WebEx suite is targeted at companies that require a dedicated solution for enhanced customer support at low costs. The number of costly on-site service calls can be reduced using this application as users can view and control remote desktops and applications via the Internet to assess and resolve issues. Unlimited remote support sessions, with integrated video and web conferencing tools, can be hosted using this solution anytime. Customer Support Executives can improve the turnaround time of each client query using the solution through integrated audio call facility, with up to 5 participants joining the conference call. Customer Support Executives can gain access to the computers of their clients instantly using the Cisco WebEx Support Center suite. With this conferencing application, they can override firewalls and collect the necessary system information at the click of a button. Executives can work with several customers at the same time using the multi-session interface of the solution. They can converse amongst themselves for resolving a problem or invite an expert to solve the issue. WebEx Support Center allows them to log on to any system as an administrator and reboot the session even in Safe Mode and reconnect with it later without losing any data. While accessing the desktops of the clients, users can lower time to resolution while viewing and controlling the computers. Transferring files also becomes streamlined with Cisco WebEx Support Center as Customer Support Executives can send files via drag and drop method for installing the necessary patches instantly. They automatically receive customer calls in case other agents are already on call. Customer Support Representatives can make use of chat-phrase libraries to responding to the clients faster, thereby helping them in solving queries and problems faster. The video calling feature of the solution enables them to render support while visually interacting with the clients via a lag-free video call. With the Malaysian export market growing steadily, such features of this customer support solution can prove to be beneficial for companies that aim to provide quality support to their clients at all times without incurring inflated bills for on-site visits.