Customer and Technical Support

Remote support is the integration of video call technologies into support processes. Leading companies are now offering remote support to provide fast, effortless, and continuous support to their customers and employees. Remote support not only ensures continuous and optimized support but also reduces the need to travel and costs.

The biggest question companies face after deciding to give remote support is how to decide on a provider. There are lots of different options out there for video calling infrastructure. This makes companies think that any video-calling API is enough to give remote support. Unfortunately, that is not the case.

Video calling APIs are developed for interpersonal communication. These applications do not have the competencies for remote support.

What makes Assistbox different than video call APIs?

Many video call APIs have features such as voice calls, video calls, and video conferencing; they also offer chat and file/photo sharing possibilities. You can use video calling APIs for screen sharing or recording your call. They even have the white label option. But these features are not enough to use them as a remote customer service application.

Assistbox is an online communication and support platform developed for institutions to provide visual support to their customers and employees. Our mission is to be the video call solution partner of corporate companies. We know their needs, and their ways of operating and we work accordingly.

Assistbox has all the features a video call API offers, but it also has other features created specifically for remote support needs.

These are several features of Assistbox, but it has much more to offer.

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Co-browsing is short for collaborative browsing. It means agents and customers to browse and control the same page or app live. Co-browsing is used to give customers more personalized support and guidance.

Co-browsing is an essential part of remote support if you are dealing with mobile or desktop devices. Giving remote support provides your customers with an easier solution process. You might have a tool that your retailers use. They might have some problems with the tool from time to time. Using co-browsing, you can easily help them. Or your customers might have a problem with the usage of your mobile application. In this case, the addition of co-browsing enhances the customer experience.

Most remote support applications have screen-sharing features. Sharing screen is a great opportunity to help understand the problem. But, via sharing screen, your employees can only direct customers to help them solve the problem. It is known that not every customer has the same technological capacity. Using co-browsing, you can not only direct them but also control their device.

You may wonder if it will help your team solve issues quickly and effectively. The answer is, yes, it will. Since it gives your employees the opportunity to provide live and personalized guidance, the work will be more effective. They will also have a better understanding of the digital journey of their customers.

Another question companies have is if co-browsing is safe since your employees may see personal details about customers. If necessary, you can hide any detail, text, or image from your customer representatives and give your customers a safer experience.

Co-browsing is only one of the features Assistbox has to give you and your customers a better remote support experience.

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The SAP integration of Assistbox resulted from a necessity of one of its customers, Boyser.

The collaboration of Assistbox and Boyser started in 2021. Boyser is an after-sales service company for products sold by Erciyes Anadolu Holding group companies, such as İstikbal, Bellona, and Mondi Home. It is using Assistbox for its customer visit processes. Here you can read the success story of Boyser.

Before Integration

When Boyser started using Assistbox, Assistbox did not have SAP integration, because none of its users needed that before. But Boyser is using SAP for ticket management. Because Assistbox did not have SAP integration, Boyser had to run their ticket management manually on SAP. This process was causing loss of data and incorrect data entry in some cases. In addition, it was a waste of time on the Boyser after-sales experts’ end.

Considering the difficulties they are having, Boyser decided to contact Assistbox to see if the SAP integration was possible. Assistbox has a flexible infrastructure. Thus, it can be integrated into any system or internal process. This integration was made quickly to help with the issues.

After Integration

With the integration, an end-to-end process was created and the problems Boyser was having ended. Now, Boyser after-sales experts do not need to manually create records on Assistbox. They transfer all the necessary customer data from their internal systems and the record is created automatically. Also, an SMS containing the call link is now sent to the customer automatically. In addition, at the end of the call, all the data on Assistbox about the customer and the problem they have is automatically transferred to Boyser’s systems. With the new process, the data loss and incorrect data entry were prevented and the time the experts spend to transfer the data was avoided.

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Video calling services have shown success for customer support processes in different industries, such as insurance, finance, healthcare, retail, etc. Starting to use this new service, companies face a new problem: how to make their team excited about adopting this new process. Here is our 3-step solution to do so:

  1. Explain the benefits: You decided to give video support because you understand that it is the new trend, and your customers are expecting such a service. Unfortunately, your team might not be aware of this situation. Have a meeting with them to explain the benefits of video calling services. Let them know that it is easier for them to give video support instead of voice support since in many cases it is quicker to just show the solution than try to explain it. It is also much more reliable for the customer. Giving this service, they will have the opportunity to help more customers, since the solution times will shorten, and first-time resolution rates will increase. Also, there will be a rise in sales with the up-selling and cross-selling possibilities.
  2. Create goals and KPIs: Now your team knows about the value of video calling for your organization, it is time to set clear goals and KPIs. You can have goals about the time that will be saved, sales conversion rates, or customer satisfaction. It is important to communicate these goals clearly with your team.
  3. Share success stories with the whole team: Some team members may understand the benefits and the value of video calling services better than others. These members will be getting better outcomes. To set an example for all your employees, create time to hear from those successful employees. Let them share their experience. This will motivate the other members of your team. In addition to employee stories, it is also crucial for your team to hear from your customers. Share positive customer reviews with your team regularly. Also, talk about how you can improve the customer experience together.

If you haven’t started providing video call service yet, contact us to see how Assistbox can help.

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