Maksim Kabakou - Fotolia

Problem solve Get help with specific problems with your technologies, process and projects.

TeamViewer helps solve remote customer support dilemma

Providing remote customer support can be a challenge for organizations of any size. But there's an app for that -- which one software provider put to good use.

This article can also be found in the Premium Editorial Download: Access: Honey, I shrunk the app: Micro apps herald new age of mobile dev:

The IT pro: Aaron Horner is a Tier 3 support technician at CenterEdge Software in Roxboro, N.C.

Aaron Horner, support technician, CenterEdge Aaron Horner

The problem: CenterEdge provides point-of-sales tools for the entertainment and amusement industries. For remote customer support or training, technicians had to travel to customer sites or do it over the phone. That caused confusion because, for example, a movie theater operator selling a ticket might use different terminology than what a function is actually called in the software. "We had a communication issue," Horner said.

The strategy: CenterEdge adopted remote access tool TeamViewer. Technicians can install it on customers' servers to monitor and maintain their software and view any issues. And TeamViewer's QuickSupport application allows customers to connect to CenterEdge without installing additional software. "We can see what they are seeing right away," Horner said. CenterEdge also records support sessions so developers can review problems later without having to reconnect.

The result: CenterEdge now better understands its customers' issues in their entirety. More than 50% of customers have chosen to activate the support contract with CenterEdge because they have experienced how easy it is to use the remote customer support services, Horner said. "Now we can just see what they are doing and, even though they may be using the wrong terminology, we understand what the correct terminology is without having to confuse the customer," he said. 

Next Steps

Understand TeamViewer features in-depth

Learn to manage the TeamViewer security risk

Understand why mobile strategies need unified communications

This was last published in October 2017

Dig Deeper on Enterprise mobile app strategy

PRO+

Content

Find more PRO+ content and other member only offers, here.

Join the conversation

1 comment

Send me notifications when other members comment.

By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

Please create a username to comment.

What tools does your organization use for remote access communications?
Cancel

-ADS BY GOOGLE

SearchNetworking

SearchTelecom

SearchUnifiedCommunications

SearchSecurity

Close