The ever-expanding demand for remote support has encouraged companies to create a more user-friendly environment, where new updates and features are oriented to being just as accessible to customers as technicians. This has become even more important over the last year, as we’ve shifted from working at corporate offices to working from the comfort of our homes.
We know remote support is here to stay, which is why we’ve created Zoho Assist’s self-service portal feature to bring the future of remote assistance to you—no matter where you are.
Zoho Assist before the service queue:
Previously, customers had to request remote assistance, either using the Zoho Desk or the Zoho Sales IQ integrations, to open support tickets through emails, support calls, or live chat. Then, the technician responds to the request by attempting to connect back with the customer. This part of the process often involves back-and-forth emails or chats, which can be time-consuming. Then, the technician still had to switch between tabs to check the details from the support ticket or the live chat, before switching back to the remote session.
The self-service portal cuts down on the back-and-forth and makes for a more enjoyable user experience for your customers.
Self-Service Portal: The portal for finer service
Your customers don’t have to wait for the support technician to reach them anymore. The service queue feature allows a customer to raise a request directly, using a live form. Then, that live form can be accessed by technicians, who can connect with the user in a remote session to troubleshoot the registered issue. Users can also elevate an existing issue or submit new issues in the queue to be addressed.
You can even create a custom URL for your customers to use. The form makes it easy to collect the user’s details and any pertinent information about their issue. That request will then be immediately available in the service queue of the support technician, based on the role and responsibility assigned to them.
Instant connection means an instant solution:
The remote session starts as soon as the technician accepts the customer’s request, which they can sort based on priority. The technician and the end-user are connected automatically over the remote session. From here, they can continue using existing Assist features, such as voice and video calling, chat, and file transfer.
With the new inbound request transfer feature, you can instantly and easily move service requests from one department to another. Using a self-service portal is a simple way to elevate your remote support.
Announce in style:
Never let your valued customers miss a beat. Broadcast a two thousand character long custom public announcement to users with Zoho Assist’s Announcement feature and always keep them posted. You can also choose to schedule these announcements based on your preferences.
We believe we can help you make your remote assistance solutions simpler, so learn more about self-service portal and set up a service queue for your organization today at Zoho Assist, and welcome aboard a user experience like never before.