INCREASE CUSTOMER SATISFACTION & LOYALTY WITH HANDS-ON SUPPORT

Dramatically reduce time-to-resolution by connecting your support representatives with customers in the INVISION 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 INVISION 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 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.

IDEAL FOR

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.

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 INVISION 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.

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 INVISION for Support environment provides a broad range of tools to enhance cooperation and ultimately speed time-to-resolution.