Citrix Online White Paper Sample

Remote technologies fundamentally change traditional support delivery because they allow both the service expert and the customer to see and experience the same actions. With the traditional phone‐based support delivery model, an expert attempts to decipher what may be causing an issue based on the description of the individual requesting help. While it’s remarkable that support representatives can be as effective as they are without seeing what the customer is experiencing, there’s potential for significant improvement.

Remote support technologies immediately address potential miscommunication that may occur between representatives and customers during a support interaction. Successful remote support applications extend beyond high‐complexity issues and can help novice users with a wide variety of simple issues. And as issues become more complex, the ability for a support representative to see what is happening and to try different approaches to diagnose and resolve customer issues becomes more important, and the potential for savings more significant. Remote support technology can be the “killer application” when applied to solve the right problems.