The Internet economy has created a real quandary for service providers. Most businesses have an extensive number of competitors offering 24/7 customer service, as well as customers who crave instant gratification and always expect exceptional experiences. Businesses must keep up with the modern consumer’s demands in order to retain customers, stay competitive, and thrive. Any subpar interaction with a business, and customers will easily switch to a competing provider.
Consequently, companies are actively seeking to reinvent the ways in which they can satisfy their customers and strengthen their brands. In their quest to enhance customer satisfaction, these businesses must take on an increasingly more customer-centric approach, including a strong emphasis on delivering excellent customer service.
Various technologies such as live chat, advanced data analytics, and machine learning are helping businesses do just that. But there is one technological advancement that is proving to be especially instrumental in helping businesses provide a superior service to their customers: remote desktop access.
Let’s take a deeper look at remote desktop access, and explore why this is the case.
Why remote desktop access?
Providing your employees with remote access to their office computing environments and applications gives them more flexibility and options to better serve your customers. It also affords numerous benefits to your business that assure your organization is squarely concentrated on improving customer experiences:
1. Tighter security
Your customers demand assurances that you are doing everything possible to protect their sensitive personal information (commonly referred to as personally identifiable information, or PII).
Such security is inherent in top quality remote desktop access solutions. For starters, PII is never stored on personal devices. Rather, it remains within the business’s secured databases at all times, vastly reducing the risk that PII will be exposed if the employee device is lost, stolen or merely left unattended. Moreover, this data is accessed using secure protocols, and remote sessions can be further secured using additional measures such as a Secure Gateway and two-factor authentication.
2. Customer service – anytime, anywhere
Customers contact customer service departments for support over the phone, email, chat and social media, at all times of the day — after official office hours and across time zones. They expect rapid, if not immediate responses. With fast and reliable remote desktop access, your employees will have constant, easy and secure access to the information they need to respond quickly to customer inquiries, even when they are not physically in the office (e.g., when at home or traveling).
3. Keeping the lights on, no matter what
A good remote access solution permits employees to provide 24/7 customer service and ensure business continuity in times of a disaster, as well. For instance, in cases of natural disasters or severe weather conditions, such as a blizzard, a remote access solution will let your staff log in and access their office workstations from home or via mobile device. This connectivity enables employees to continue to be productive and provide customers with the service they need and expect, even during extenuating circumstances.
4. Lightening the load for IT
Ask any IT manager what they need more than anything else, and 90% of the time their answer will be “more staff”. IT departments in most organizations are swamped with requests to install and upgrade software and hardware and a deluge of maintenance work. Much of this is owing to an overwhelming number of devices that need to be supported (a growing issue because of the BYOD trend), distributed application and system management, and more. A centrally managed remote access solution addresses many of these issues:
Employee desktops and applications can be provisioned and configured from a central server.
Fewer devices need to be managed. So, instead of having to handle a PC, a laptop, and a mobile phone for each employee, IT only needs to manage a single machine.
IT staff members can solve problems after hours from home.
The net result is a more agile IT staff that can respond quickly and provide more thorough care, thereby freeing up the rest of the organization to better serve customers.
Everyone is a customer service representative
In today’s unbounded business environment, if you want to instill a sense of loyalty in your customers, every member of your staff needs to be acutely aware of the need to give them the best possible experience. By implementing a secure, centrally managed remote access solution you will be granting your employees the flexibility to achieve this goal.
Ilan Paretsky is Chief Marketing Officer at Ericom Software and is responsible for the global marketing activities of the company. Prior to joining Ericom in 2005, Mr. Paretsky held various leadership positions in marketing, business development, project management, and software development in the global software and telecom industries.