Introducing VMware RemoteHelp for Remote Customer Support

Apr 15, 2020
Jessie Stoks

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Jessie Stoks is a Sr. Product Marketing Manager for VMware End-User Computing (EUC).

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With concerns about COVID-19 top of mind for businesses globally, VMware is committed to offering remote support solutions that digitally transform employee and customer experiences for business continuity. In this blog, we’re excited to introduce VMware RemoteHelp, our new remote customer support solution, which will be generally available on May 7, 2020.

 

Mobile devices and apps are an essential part of everyday life and have revolutionized how we do business, communicate, socialize, shop and more. And amid the COVID-19 outbreak and social distancing, they’ve enabled us to virtually connect with family, friends and essential services, like first responders, healthcare, government agencies and schools. As more people across the globe rely on mobility to work and socialize remotely, businesses supporting consumer customers and their devices, like wireless service providers, must take extra steps to meet increased demand and usage, and ensure a positive customer experience (CX).

According to a recent research report, 86% of buyers are willing to pay more for a better CX, and this year, it will overtake price and product as a key brand differentiator.

In order to create a positive CX, businesses must maintain a dynamic, omni-channel strategy that integrates the components of CX across every stage of the customer journey: marketing, sales, product, and customer service and support. Out of these four touchpoints, customer service and support has the biggest impact on CX. According to Zendesk, 82% of people have stopped doing business with a company because of poor customer service and 55% of people are willing to recommend a brand to others because of outstanding customer service. While self-service resources, like documentation and AI-powered chatbots and virtual assistants, are important, most consumers still prefer human agents.

According to a recent CGS Consumer Customer Service Survey, when it comes to support, nearly 50% of respondents said they prefer a live support agent over self-service resources. Live support agents are especially important when it comes to complicated or technical issues, since they are able to react and adapt to the complexity of an individual’s problem and resolve the issue.

Since 2017, VMware has enabled Workspace ONE Unified Endpoint Management (UEM) customers to remotely support their employees, directly from the Workspace ONE console, with Workspace ONE Assist. Today, we’re excited to announce we’ve expanded our remote support solution offerings to enable customer service organizations to remotely support their consumer or business customers using the same proven technology, with VMware RemoteHelp. VMware RemoteHelp is our new solution offering, specifically designed to address the needs of customer service organizations, like wireless service providers.

VMware RemoteHelp is a remote customer support solution that enables organizations to quickly assist customers with device tasks or troubleshoot and fix device issues in real-time. With VMware RemoteHelp, customer support reps can easily launch remote support sessions and view or control customers’ Android and iOS devices, directly from their CRM platform.

Deliver Exceptional CX and Cut Support Costs with VMware RemoteHelp

Assist Customers with Tasks or Issues: VMware RemoteHelp enables customer support reps to view or control customer devices in real-time to quickly assist customers with device tasks or issues. VMware RemoteHelp easily supports customers with low-bandwidth, and if a reboot is required, automatically reconnects to the device. By delivering seamless customer service, organizations can decrease customer churn, improve their Net Promoter Score (NPS) and increase customer retention, brand loyalty and referrals.

Ensure Customer Privacy and Trust: VMware RemoteHelp empowers customers, without sacrificing their privacy. Upon downloading the VMware RemoteHelp app, customers enter a one-time passcode to start the remote session, are notified once their screen is visible, and can pause or end the session at any time.

Streamline Customer Support: VMware RemoteHelp is a fully customizable, web-based solution that integrates with your existing CRM, identity provider, and SMS gateway, giving customer support reps easy, single sign-on (SSO) access to remote customer support sessions. With SMS gateway integration, support reps can send an automated text message, with a link to the VMware RemoteHelp app, directly to the customer’s device. By improving the customer support process, customer service organizations can reduce support rep frustration and attrition and improve help desk KPIs, like average handle time (AHT) and first call resolution (FCR). Streamlined customer service operations also minimizes the number of no fault found (NFF) device returns, which can cost companies millions of dollars a year.

In light of recent events, providing an exceptional CX, in addition to an outstanding product, is more important than ever. VMware RemoteHelp enables customer service organizations to quickly boost CX, as well as the customer support rep experience, for sustained business growth. To learn more, visit vmware.com/products/remotehelp.html.

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