It is so rare to find a company that actually delivers great customer support. The iLinc team made it possible for us to do in 60 days what would take most companies six months.
Faster Support
Deliver powerful, real-time, secure customer service and remote support to customers anywhere for increased retention
Create Loyal Customers with Responsive, Real-Time Support
Remote control support allows your customer service team to take charge of any technical support interaction. With iLinc for Support, technicians will no longer be flying blind by trying to troubleshoot based on what the customer is telling them. Instead, they will be able to quickly get into session with customers to effectively diagnose and directly resolve technical issues.
- Set up support access via a link on your support page or through emails from your help desk team
- Easily escalate support issues by inviting additional technicians into session and managing multiple customers via available queuing
- Transform support calls into impromptu training sessions by using a host of quick-launch tools, desktop sharing, and whiteboarding
- Increase the efficiency of your team by recording, archiving, and reviewing support sessions
Ensure the security of client systems and information
iLinc also helps you inspire customer confidence through established industry-standard security protocols (SSL & AES), which protect the security of client information while helping to eliminate technical access concerns by effectively navigating complex network or firewall environments.
Manage it all seamlessly from Salesforce CRM
- Launch support rooms directly from Contact and Case records
- Resolve customer issues without leaving your core CRM system
- Easily invite other members of a customer Account to an in-progress meeting
- Obtain comprehensive reports of the number and duration of your reps’ help desk sessions
By syncing up your web conferencing and relationship management systems, iLinc for Salesforce empowers your help desk team to resolve customer issues with greater speed and accuracy.
Functional Features that Foster Stellar Customer Support
| Remote Control | Support professionals can remotely drive any Windows or Mac machine across any network connection. |
| Easy Access | Customers can join via support link or direct email. Any way you choose, customers get in quickly and easily without plug-ins or add-ons. |
| Share from Your Own Desktop | Support professionals can share out their own desktop to demonstrate a task or function of the product your customer is using. |
| Manage a Queue of Callers | The Waiting List can be used to manage the people calling in for support. Know how long people have been waiting and bring on more technicians if you see a backlog. |
| Administrative Reporting | Gain access to metrics for time-to-resolution, session length, and customer satisfaction through online surveys and other tools. |
See how you can streamline your support efforts for increased loyalty.
