Remote Support
Solve remote support issues
in record time
Close more support calls for less
Give your customer support team the ability to diagnose and solve issues in real time over the web. Provide your customers a superior remote support experience—and gain a competitive edge. Make it easy for your reps to deliver instant, intelligent support to clients anywhere in the world. Read how Epicor saved over 100 hours per month in call time by viewing and controlling the end user computers. Increase call resolution rates, decrease call times, and minimize onsite service visits, reducing support costs overall. Plus maximize your call center’s ROI.
Buy now or take a 14-day free, no risk trial right now.
See how Remote Support increases your call center’s value.
Drive up call resolution rates and customer satisfaction without adding resources. You’ll support more remote customers and resolve issues faster. Combine WebEx Remote Support with enterprise-strength helpdesk application Service Desk by Parature, to track, route, and manage service requests.
Buy now or request for a customized demo to see how Remote Support can maximize your support team’s effectiveness.
Solve more remote support issues faster.
Improve availability and uptime with fast problem diagnosis, reduced handling time, and increase first call resolution. Boost support team productivity and response time, closing more calls faster, and decreasing downtime.
Increase support revenue and meet or exceed SLAs.
Increase service contract renewal rates by offering better service without increasing cost of service delivery. Keep your customers up and running and confidently establish SLAs above and beyond what your competitors can offer.
Deliver secure, scalable support around the globe.
Get WebEx Remote Support on demand over the global MediaTone™ Network. Support organizations worldwide rely on WebEx to provide superior performance, with 99.99% “always-on” reliability. Share sensitive information in online sessions with enterprise-grade security.
Accelerate diagnosis and problem solving.
View and control your customer’s entire desktop or just specific applications. Diagnose problems, transfer files, and install patches or updates.
Integrate remote support with leading CRM solutions.
Initiate remote support sessions directly from Salesforce.com, Remedy, and other CRM applications.
Deliver hands-on support without costly site visits.
Eliminate the need to travel offsite for most problems—get more done more efficiently by eliminating frustrating back-and-forth communication over email or telephone.
Streamline the customer support experience.
See issues firsthand—just like being there in person—rather than relying on a verbal description. Increase customer satisfaction with secure, high-quality call resolution, permission-based access, and post-session surveys.
Take a look at Remote Support features and functionality.
Implement Remote Support as a standalone solution or as part of the complete WebEx Support Center suite of Customer and IT helpdesk solutions. See how Remote Support offers specialized functionality to help you serve more customers more efficiently.
Resolve more support issues securely, effortlessly.
Increase customer satisfaction and reduce overall support costs by connecting instantly through firewalls and initiating secure sessions. Read how organizations like yours are using WebEx Remote Support to dramatically boost customer satisfaction.
Provide click-to-connect access on the web.
Give your customers anytime, anywhere access to your agents by adding a click-to-connect link on your website, desktop, product, or email signature. You can even customize the request form to collect information you need from your customer and reflect your customer's branding.
Manage support sessions with the WebACD Inbox.
Receive support request notifications automatically whenever there are customers in the queue. Agents can view all queues and other agents' status, then transfer requests to available or more- qualified agents. Watch the WebACD Quick Tour to learn more.
Allocate calls more effectively using multiple queues, skill-based routing, and work distribution.
Create multiple queues for different teams or departments. Route the request to the most qualified agents using skill-based routing. Distribute requests evenly using round-robin or most-idle work distribution.
Integrate full-fledged ticket management.
Manage the flow of service requests more effectively by pairing Service Desk by Parature with Remote Support. Track, route, and manage requests with a Trouble Ticketing System.
Gain real-time visibility and application level control.
Make it easy for support reps to view a customer’s entire desktop, or analyze a specific application instantly, to see problems. Let your customers decide how much access to give support reps—whether it's for a single application or control of their entire computer.
Collect critical system information automatically.
Easily find all the information you need to solve a customer’s issue. Simply click System Info to collect and view critical data, including system information, hardware specs, browser version, and installed applications—all from one place.
Offer customers permission-based access.
Limit your liability by giving your customers control over how much support agents can view. Remote Support prompts agents to get explicit permission for any actions taken on customers' machines—including remote control, file transfer, and recording.
Speed up support sessions with instant chat.
Customers joining a support session can chat immediately with an agent without downloading any new software. Keep your agents more productive by taking advantage of the Chat Phrase Library with reusable chat phrases. Customers and agents may download and save the complete chat transcript.
Resolve issues faster using advanced file transfer capabilities.
Use file transfer to download applications, patches or updates to resolve issues instantly. You can also upload log files from customer computers for later analysis. Create, delete, and rename folders, and delete and rename files with advanced file transfer capabilities.
Take advantage of integrated VoIP and Video.
Stream live video to personalize or enhance support. Communicate with customers using integrated VoIP on Windows, Mac, Linux, and Solaris platforms.
Conduct remote reboots within the same session.
Make it easy for support agents to reboot a customer’s computer after installing patches or applications, and enable the customer to re-join the ongoing session.
Hand off warm escalations and manage multi-vendor calls.
Use powerful Remote Support transfer and conference capabilities for warm escalations/transfers and to manage team resolutions with other vendors. Eliminate cold handoffs that force customers to start from scratch with every call.
Monitor sessions with real-time management console.
Monitor agents and queues using real-time management console. Get notification when the wait time exceeds predetermined thresholds.
Record sessions for later playback.
Auto-record all sessions to create a full audio, data, and video audit trail. Record support sessions and access them easily from your WebEx site. Use Network-based recording to efficiently document sessions, expedite incident resolution, and train new staff.
Analyze key metrics using powerful reporting capabilities.
Collect customer data before the session starts and survey data at the end of the session. Use these reports to analyze your call center metrics, including handle time, call volume, agent productivity, and customer satisfaction.
Work seamlessly with cross platform support.
Support customers no matter which operating system they use. WebEx supports Linux, Solaris and Mac, in addition to Windows.
See how organizations like yours are closing tickets faster.
Case Studies
ADI Time
"WebEx enables us to access clients’ environments and troubleshoot issues immediately. We answer client support requests within 30 minutes, while our competitors can take up to a full day to respond."
- Lori Bello, Client Services Manager
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Wind2
"WebEx really improved our customer service. Within the first two months of using Support Center, our average close time decreased by more than 50%. That improvement is directly correlated to our use of Support Center."
- Tanya Fisher, Customer Services Team Leader
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Impac
"Before WebEx, remote connection issues were numerous and it was a challenge to have to connect to a customer remotely. Today, we have the customer on WebEx within seconds of taking a call."
- Iolanda Antunes, Director of Information Technology
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SoftMed
"We conduct thousands of WebEx support sessions monthly, and our customers are very pleased. Customer satisfaction ratings on WebEx usage are over 90%."
-Michael Sommers, Operations Manager, Client Support Center
Read More »
White Papers
Taking Remote Support to the Next Level.
Based on a survey conducted by ServiceXRG, this paper explores the use and effectiveness of remote support technology across all industry sectors. See how your organization can take advantage of remote support to significantly improve the support transaction process, reduce service delivery costs, and increase solution effectiveness.
Free White Paper »
Improve call center performance with a scalable, secure solution.
Get WebEx Remote Support on demand over the web on a subscription basis. It’s easy to get started. There’s no need to invest in or install any new hardware or software—on your network or on any remote computers. For a predictable monthly fee, give your support reps access to Remote Support any time, from any web browser, anywhere in the world.
Contact us for a quote. Tell us about your organization’s needs and receive a quote. Or if you’re ready to get started, buy online now.
Take a FREE, no risk trial. Sign up for a personalized free trial so and your team can try out Remote Support.
Join a live demo right now and see how it works. Our demo specialists will answer your specific questions and show you how you can provide a winning solution to both your customers and your support reps.
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