Today’s support teams need to be able to support any device, anywhere, with agents working from anywhere. And Rescue customers are really pushing the boundaries of what remote means – from home, at satellite offices, and even out at sea.

In the recent webinar, From the Front Lines: How Real Companies Use Remote Support, GoTo’s Chris Savio, Director of Product Marketing and Zach Watts, Enterprise Success Manager, walked through three real-world use cases that clearly demonstrate how Rescue customers are leveraging the powerful remote support technology to delight their end-users, drive productivity for their teams, and grow their businesses.

Here are the highlights.

 

 

How remote can remote support be?

A diesel machine manufacturer responsible for manufacturing large, high-capacity engines for cargo ships, cruise ships and construction equipment globally, needed to support machines and engines at remote locations – and we mean remote. When machines faltered and the onsite general mechanic couldn’t fix the issue, they needed to quickly get an expert technician to the middle of the ocean, in the desert, or on dump trucks. This was undoubtedly impractical and costly. Thanks to Rescue, that’s all changed.

The manufacturer created what they call their Support Connect Kit that allows a remote expert and onsite technician to collaborate to solve complex issues. It includes a Rescue-equipped laptop with satellite hotspot capabilities, as well as a smartphone and smartglasses. Yes, smartglasses. The company developed an integration with Rescue Live Lens camera-sharing to allow the onsite technician to send a live, hands-free video feed of what they are seeing and doing back to the satellite expert who can virtually assist with any repair. The result? What took days or weeks now takes hours, improving cost savings and resolution time.

What’s the best way to support non-tech savvy customers?

A manufacturer of smart home technology, including security cameras, full-home security systems, and smart home appliances, needed to support their hardware and software in the field. But the lack of visual support meant their technicians struggled to blindly diagnose and resolve customer issues. Often, they would send technicians onsite, which can delay resolutions and be a frustrating experience for customers. Plus truck rolls can cost approximately $1,000 each, making it a very costly option.

Using Rescue Live Lens camera-sharing, which requires no download from the end user, the customer can instantly show the remote technician a first-person view of the issue. Along with a live video feed, it provides a full onscreen annotations. The technician can freeze the screen and add annotations to guide the customer. This "see what I see” technology makes it foolproof for the customer and removes all doubt for the technician. It resulted in more one-call resolutions, a reduction in truck rolls, and improved cost savings and customer satisfaction (CSAT) scores. Since the technology requires very little effort from end users, the response from customers has been overwhelmingly positive.

How can you build a remote support empire?

A big-box retail store selling electronics and appliances wanted to offer a tailor-made support experience to their customers to generate an additional revenue stream. Yet many customers were hours away from store locations, and anyway, some of the equipment was too big to haul back to the store for service, so technicians had to be scheduled to go onsite. This was not only impractical, it wasn’t scalable.

How did they make it happen? They gradually scaled their support internally for their technicians and externally to their customers. They started small, using Rescue to assist their pool of technicians traveling to customer sites with a direct connection to experts back in the office. They then transitioned to supporting customers remotely, with their in-house staff of technicians at store locations. Then they saw that their in-house support teams were sometimes challenged to handle the volume of support requests coming in. So they leveraged Rescue to close these gaps with a satellite team of experts to assist customers directly and to help insufficiently staffed in-store teams who needed extra help. Then they integrated Rescue into their customer mobile app with Rescue SDK. This integration allows the end user to request support from their mobile device. Bottom line? Rescue played a pivotal role in developing a business model around remote support, turning resolutions into a revenue center for the company.

Pushing boundaries? Start with Rescue.

Simply put, Rescue’s enterprise-ready remote support is seamless and scalable for a world without barriers. So wherever in the world you need to provide support, Rescue delivers, securely and successfully.

What can Rescue do for your business?  For more insights into these use cases and more, watch the webinar and learn more about Rescue.