I just wanted to tell you that I love the newest version of iLinc 10. It works great, and I especially love the new recording and editing features. Props to you all!
iLinc for Support
Create a more personal and effective experience by connecting with your customers in the iLinc remote support environment
Transform Your Customer Support
Help desk professionals will appreciate how iLinc for Support helps them work smarter. Superior to investigating an issue as described over the phone or in email, this puts your team in direct contact with the matter at hand.
- Seize remote control of customers’ PC or Mac machines to quickly identify issues and possible solutions
- Go beyond mere troubleshooting to actually engage in personalized, one-on-one problem solving
- Easily bring in Tier 2 and 3 support personnel with role-based resources built right in your support room
- Leverage iLinc for Support capabilities and the available iLinc for Salesforce integration to gain visibility into issue history, time-to-resolution, session length and customer satisfaction.
iLinc for Support Features
Useful, customizable, efficiency-driven features empower your support team to keep customers happier than ever. iLinc’s experience-enhancing capabilities will expand your current definition of online support:
| Remote Control | Support professionals can remotely drive any Windows or Mac machine across any network connection. Use Annotation features to point, highlight, circle, type or accent the shared screen view for an even more interactive experience. |
| Queue Management | Strategically manage the support queue with Wait List. Know how long people have been waiting and bring on more technicians if you see a backlog. |
| File Sharing | Quickly and securely pass files to each other within the iLinc for Support environment. |
| Easy Access | Put a link on your website to a support room, or send emails with a direct link. Customers get in quickly and easily without plug-ins or add-ons. |
| Session Recording | Build your own internal training tools and customer self-service modules by archiving online support sessions held with real-world customer experiences. |
| Role-Based Access | Fast, flexible, role-based access enables support professionals to bring in Level 2 or 3 support on-the-fly or serve multiple customers at once. |
| Security Protocols | Security is never a concern with AES and SSL protocols, which enable navigation of even the most complex networks and firewalls. |
| Salesforce Integration | Launch virtual support rooms directly from the customer's Contact or Case record. Track number and duration of sessions to improve help desk performance over time. |
iLinc’s flexible feature set makes it possible to effectively help customers in real time – and minimize your support queue. Plus, with personalized features such as picture ID, chat, and interactive whiteboards, iLinc delivers a level of interaction that simply cannot be matched by telephone or email communication. Contact us now to learn more.
