For most business and IT managers, excessive usage of smartphones and mobile devices has transformed the customer service industry completely. In order for businesses to continuously sustain exceptional customer service quality, having a timely customer support system that helps troubleshoot with remote devices plays a crucial role here.
In fact, there are many benefits for businesses to enforce remote support.
- Shorten the response time from your support team
- Enhance your business profitability and efficiency
- Reduce frustration from both your employees and customers
- Empower knowledge sharing with your customers
- Add value and create competitive advantage among your competitors
Most of the remote support softwares are designed with one sole purpose: To help businesses provide remote technical support via features such as screen-sharing, text chat, and file transfer.
But, AirDroid Business wants to do more! Below we’ll be introducing you top 5 features of AirDroid Remote Support for Business Users.
1. Secure connection via 9 digit code
Security and personal data protection have always been the biggest concern when it comes to remote support. AirDroid assigns each device a unique 9-digit-code that only the user of that device can see. Only through providing this code can an IT support or help desk agent request access to an end user’s device. Most importantly, customers don’t need to go through fussy steps to receive help. They can simply download AirDroid Remote Support from Google Play or Apple Store, no accounts or VPN required at all. Furthermore, once a screen sharing session starts, both parties can stop their sharing activity anytime. Therefore, customers can rest assured that their private data is safe and their support providers take their best interests very seriously.
2. AR camera with 3D Markers
Augmented reality integration is common in most remote support software, and AirDroid Business continues putting user experience first. 3D markers are currently implemented within the AR camera feature.
Each session is allowed to add up to nine 3D markers. In addition, these 3D markers will respond to the distance accordingly without straying away from the original instruction given by support agents. You can also remove these markers altogether by clicking the bulk delete icon. This feature is particularly useful for businesses with their devices, vehicles or machines deployed out in the field. Most importantly, all the other features, such as real-time tutorial gesture, image sharing or file transfer are all available when you activate AR on your device.
Through augmented reality remote support, agents are able to provide immediate assistance as if they were on-site with their customers. Businesses are able to add value to their customer service and also empower knowledge sharing with their customers. This will indeed help optimize support workflows and promise better performance for an organization in the long run.
*Please note the tutorial gesture is not available for iOS users when activating AR. More information can be found here:
3. Screen Sharing and All-in-one Communication Suite
Real-time communication and understanding between a support agent and a customer is imperative. Moreover, technical support may come in different aspects, ranging from a truck breakdown in the logistics industry to machine dysfunctional in manufacturing business. AirDroid Remote Support caters to these situations by offering an all-in-one communication suite that allows agents and customers to interact with each other in the most effective way possible.
Three main features included are：
- voice call
- voice chat
- chat messages
With the compliments of real-time screen sharing, this allows businesses to offer efficient customer support without geographical limitations as long as there’s an internet connection. Without physically sending technicians on site, businesses are also able to minimize their time and expenses enormously.
4. Flexible Seat Management
Customer Service is an indispensable department within a business, no matter big or small. This is where AirDroid’s “Flexible Seat Management” may come in handy. It allows the account owner to purchase seats based on his/her business size in a more convenient way. The owner can also add or remove team members within a few mouse clicks whenever any job changes take place. Through flexible seat management, businesses can easily:
- Reduce operating costs
- Improve service quality
- Enhance system availability
- Minimize investment
- Improve efficiency
Another amazing perk is if you’re already an AirDroid Business Remote Control user, you can easily import your team member list which you had previously set up under the Device tab in the Admin Console.
5. Dashboard and log overview
With countless conversations generated every day, an informative dashboard is exactly what you need to keep boosting your business productivity. Companies are able to review their service hours on a monthly and daily hours. Furthermore, the dashboard also gives you insight on how each individual agent is performing. When significant business volume is identified, business owners will always have the flexibility to purchase additional service hours later on.
Businesses can also monitor more specific data, such as session duration, connection status or device type within the Logs section. A detailed breakdown of each generated support session can help businesses retrieve valuable customer insight and improve their overall service quality.
With the outbreak of Covid-19, many industries are forced to adopt a certain format of remote working mode to maintain their business continuity. As our team here at AirDroid understands the everyday dilemma most business owners and IT managers are facing, we are excited to offer you AirDroid Remote Support for business with the following features:
- Easy-to-use Web browser interface and mobile platform
- Secure and Hassle-free connection with help agents
- Advanced AR camera with reference point
- All-in-one communication suite with real-time screen sharing
- Flexible seat management for all business sizes
- Informative dashboard data for monitoring service performances
- Detailed log records for further customer profile breakdown
AirDroid Remote Support for Business is now available for Windows and Mac for customer service end (Controller). For clients end (Controlled device), simply go to Google Play Store or Apple Store, type in “AirDroid Remote Support” and download the app. ***Please note using Android phones as a customer service end (Controller) is currently unavailable.