End-users Prefer PC Remote Control and the Web for Computer Support

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Will dissatisfaction with phone support drive customers to PC Remote Control?

Support requests have increased by 11% since 2003, according to the Service and Support Professionals Association. The largest companies are receiving 1 to 2 million requests per month. Despite this increase, PC Magazine’s 18th Annual Reader Satisfaction Survey revealed that customers are more satisfied with their support than they were in 2004. While overall customer satisfaction with telephone, email, web, internet chat, PC remote control and in-person support all enjoyed an increase over the last year, fewer customers are using telephone support. Data from the survey indicates that this is possibly the result of dissatisfaction with the communication skills of support reps, and the consequent move from the telephone to other support methods.

Customers using telephone support decreased from 80% to 69%, while support on the web such as FAQ’s, knowledge bases, and download centers increased from 18% to 30%. Overall satisfaction with web support also increased by nearly 10%. Although the use of PC remote control increased only slightly, the satisfaction level increased significantly -- by about four times the usage.

Responses from customers asked to score communication skills of support reps revealed that vendors with the lowest tech support scores invariably used overseas workers and received low scores on technicians’ communication skills. PC Magazine offers this as one cause of the decline in the use of telephone support.

PC remote control also ranked second for overall satisfaction -- out rated only by in-person support. Such high levels of satisfaction indicate that the trend away from phone and other types of support will continue. Companies concerned with customer satisfaction are wise to consider this option.

NetworkStreaming continues to develop remote support solutions that are simple and easy to use. With the NS Remote Support Appliance, an IT or support rep can connect to a remote computer in seconds, handle the problem as if he or she were sitting right at the desktop, and move to the next ticket in a fraction of the time taken with other solutions. The appliance also offers the lowest TCO in the remote support and PC remote control industry.

For more information about NetworkStreaming’s remote support and PC remote control solutions, contact Melissa Taylor at mtaylor@networkstreaming.com, or call 601-519-0139

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Melissa Taylor
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