Technology has redefined business interaction with customers, and remote visual support is the latest technology reshaping the customer service experience. IT experts can use remote help tools to detect a customer’s problem and provide real solutions in real-time.
Undoubtedly, embracing remote IT support makes an IT team more effective. Visual support technology such as Viibe can help IT experts connect to customers that need to repair their computers and machines from home.
There are many ways to facilitate remote support, for example, screen sharing lets customers share their screens with the IT support team to have a proper look into their issues. Co-browsing allows IT experts to connect to customers’ browsers with one click, and scroll the page with them. Video call gives experts an extensive view of the problem through the front and back cameras.
How to measure an IT team’s effectiveness?
It’s challenging to determine a team’s productivity, especially in the IT industry. Many variables must be considered to accurately measure an IT team’s effectiveness.
A good start is measuring the team’s performance metrics. To gauge the productivity of an IT team, KPIs (key performance indicators) should be used as a performance metric. A KPI is a performance measurement over various activities, and it helps determine how hardworking a team is. Some KPIs to consider include:
- The Number of projects done on time. All the tasks and projects executed by a team should be collated, if there are more tasks completed on time, that is a positive sign of team effectiveness.
- Customer satisfaction score (CSAT). This metric is perfect to evaluate the quality of the service of your IT customer support team, and it’s to be determined by the customers.
- Average speed to answer. This metric measures how fast an IT support staff attends to a customer’s request. If it’s low, it means the team shows proactive tasks management.
Another way to measure IT staff effectiveness is using a task or project management software to track work and create easy interactions. Keep every team member on the same page using a cloud-based project management software like Asana or Trello, and monitor what everyone is working on.
Roles of an IT team in a Company
IT experts play many roles in a company; they are inevitable. According to research, the global budget for IT is estimated to hit $3.92 trillion this year. Some roles of an IT team in a company include:
- Hardware technicians. These technicians manage and repair servers and computers. They are also the brain behind tons of computer and network maintenance, including troubleshooting, installation, computer systems, security, upgrades, and support to maintain high-quality networks.
- Help Desk Analyst & support. The most visible IT role in a company is help desk analyst. These are the IT support experts and their tasks include troubleshooting, answering, and resolving technical issues to satisfy both customers and staff.
- Network Administrator/Engineer. Even though both engineers focus on networks, their field of operations is different. Network engineer’s primary role is to design and develop software, while administrators are to manage the software.
- IT project manager. Project managers bridge the gap between vision and execution, structuring high-level strategies into easy-to-follow steps. They execute IT projects valuable to an organization. They coordinate across departments to ensure projects align with organizations’ business goals.
Other roles of an IT Team in an organization include business analyst, system engineering manager, IT director, etc.
Help Desk IT Support Organization
IT support, which used to be an in-person interaction, is slowly transitioning into online support. Technicians are embracing the use of remote help desk for IT support because it’s very scalable and efficient. It enables them to provide tech support online through a video connection, screen sharing, co-browsing, document sharing, and many more ways.
Customers can place a call to the help desk technicians from their comfort zones, and get their problem solved by tech experts with years of experience. IT experts can access a customer’s screen via screen sharing or remote desktop software. Most recent platforms like Viibe enhance this connection with their download-free web app.
The impact of new technology on remote support tools
With the adaptation of online customer support, new remote support tools are introduced on a regular basis. With continued innovation technologies like AIOps and Robotic Data Automation that are compatible with recent technologies will be built. When a new communication route is discovered, remote assistance software that perfectly resonates with it is needed to improve the customer support experience.
How does a Remote IT Team Provide Remote Assistance?
There are several ways an IT expert could give remote support. For example, both Windows and Mac have built-in remote assistance tools. The “quick assist” feature in Windows 10 enables two people to share a computer over a remote connection so that one person can help solve the problem on the other person’s computer.
For Windows 7 or 8 users, this feature is called window remote assistance (check the control panel). Remote help can be provided to Mac users using the messaging app that allows two Mac users to share a screen.
Unfortunately, remote assistant software is required to help customers using a different OS from the IT team.
The Use of Remote Support Software
Remote support software is accessible on all devices and Operating Systems (windows and mac). Recent options like Viibe which supports omnichannel communication make the interaction even more seamless.
First, it allows screen sharing without even downloading any software. Video call recording is also accessible, which encourages customers to reveal their issues on camera to avoid any misunderstanding. ViiBE’s built-in knowledge base stores call-related information like past video calls and shared documents to help tackle recurring problems. Stored videos are useful for creating customer service training videos to help strengthen the IT support team. In fact, the benefits of remote support software are immeasurable.
What are the consequences of having a Remote IT Team for your Company?
Having a remote IT team comes with its pros and cons. While it has a few disadvantages, the benefits are enormous. One of its drawbacks is trust issues, an employer needs to trust that his IT team will stay productive and maintain expectations; IT experts also need to be sure their employees won’t develop unrealistic expectations or abuse their work hours.
Improve the Sales and Support Teams’ Productivity
Given the opportunity to work however it suits them, employees tend to be more productive working from home. The sales team will record more sales since they work from their comfort zones and interact with customers through multiple means, and the support team will take advantage of remote support software like Viibe to increase their productivity. When employees get to determine their working environment, habit, schedule, and even how they dress, their focus and productivity increase rapidly.
The Impact on the Engineering Team
Software engineers are trained to work from anywhere while maintaining efficiency. Remote engineers enjoy flexible working hours, more-achievable work-life balance, which in return boosts their productivity.
In essence, software developers thrive better in a 100% remote company. Research proves that about 12% of developers work 100% remotely and on average have 60% more years of professional coding experience than those who work in a traditional setting.
The recent global pandemic (covid 19) has forced many businesses to pay more attention to remote customer support. Visual support is the new trend for providing excellent customer support regardless of customers’ location. With advanced remote support software like Viibe, the interaction between IT experts and customers flows seamlessly.
Viibe is suitable for any device and adapts to most use cases. It’s a perfect remote support tool for big and small businesses considering the plethora of features it offers, including video connection, document sharing, ticketing solution, expertise calling routing, etc.