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serviceServices - Chat

Onshore and offshore Live Chat solutions tailored to your needs: Turnkey, 24/7, Mobile, Proactive, Sales or support, backed by state of the art chat technology and award winning operational processes and practices

Remote Control Chat Diagnostics

Chat helps consumers resolve issues online, often more effectively than making a phone call. But what if the consumer is not very tech savvy and needs help performing critical troubleshooting steps. Wouldn’t it be nice if they could ask a chat agent to take control of their device remotely and perform the necessary steps for them?


Knoah’s Remote Control chat feature enables us to do just that for your customers. The Remote View/Control software is securely installed as part of an opt-in process that is customer driven but as easy as clicking on a “download” button.

Once loaded, we can more effectively and efficiently support customers who may lack high technical expertise to either perform troubleshooting steps, or more frequently, implement the required resolution or fix.

With Remote View and Remote Control, you have direct access to the customer’s system and can help resolve a customer’s problem instantly. Remote View offers Read Only permission while Remote Control gives write permission and the agent can perform complex trouble shooting.

Knoah’s Remote Control chat feature offers you the dual advantage of a superior technology solution and a skilled agent that can take the chat interaction to closure. As a security measure, we record every step that the agent performs on the client system via Remote Control and those transcripts can be made available to consumers for their records as well. Remote Control offers you several benefits:

High problem-solving rate
Enhanced customer experience
Premium support options
Increased customer stickiness: they come back because their problem is resolved the first time.
Quicker resolution of customer issues versus traditional voice support
   

To experience Knoah’s Remote Control chat feature, write to us at info@knoah.com , and we’ll take you through our engagement model.

 


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News & Events

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Events

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    CCW

    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.