Remote customer support features: WebEx Support Center

Remotely diagnose problems, transfer files, and resolve issues for customers or clients around the world with the leading remote support solution, WebEx Support Center - Remote Support. Sign up for a WebEx Test Drive or buy it online.

Features

Resolve more support issues in less time with online support
The intuitive interface, ability to work through firewalls and robust security make Support Center the most effective way to increase customer satisfaction and reduce cost. Learn more about Support Center by downloading the data sheet today.

Gain immediate and real-time visibility

Instantly view your customer's entire desktop or specific application and see the customer's problem for your self rather then relying on lay customers to explain technical jargon. Never support your customers blindfolded and rely on the customer to explain the technical problems again.

Automatically gather critical system Information

No need to hunt for critical information in the Registry Editor, Task Manager and Help-About to find the information you need to solve a customer's issue. Simply click on System Info to collect and view critical data like system information, hardware specs, browser version and installed applications in one place.

Customer-friendly access controls

To limit your liability and increase customers' comfort, Support Center makes sure you are getting explicit permission for all the actions you are taking on customers' machine like remote control, file transfer and recording.

Application level control

Sometimes, customers are reluctant to give visibility or control of their entire computer. Support Center supports limiting view and control access to applications selected by the customer.

Advanced file transfer

Using file transfer, you can immediately download applications, patches or updates to resolve the issue. You can also upload log files from customer computer for later analysis. Advanced file transfer enables you to also create, delete and rename folders and delete and rename files.

Two-way video

Use two-way video to enhance customer interactions and build rapport with your customers. Video conferencing can help increase customer loyalty and satisfaction as you and your customers see and interact with each other. Hardware troubleshooting can also benefit when your support rep can see the situation directly.

Remote reboot within the same session

It is very common to reboot the customer's computer after installing patches or applications. Support Center provides an easy way to reboot the customer's computer and have the customer re-join the ongoing session.

Warm escalations and multi-vendor conference

Support Center's powerful transfer and conference capabilities allow for warm escalations/transfers and a team resolution approach with other vendors. Don't drive your customer crazy with cold handoffs, forcing them to start from scratch every time.

Recording and playback

Auto-record all sessions to create a full audio, data and video audit trail. You can also record selected sessions for training and development or a multimedia knowledge base article. WebEx Recording Editor allows you to fine tune and repurpose content.

Powerful reporting capabilities

Support Center allows you to collect customer data before the session starts and survey data at the end of the session. These reports help you analyze your call center metrics, including handle time and customer satisfaction.

Cross platform support

Support Center allows you to support customers no matter what operating system they use. In addition to Windows -- Linux, Solaris and Mac are supported.

Solve Support Issues Faster