Smart mobile devices can now be used to deliver new levels of customer service. Virtually any industry can start providing personalized services geared to address specific problems as it relates to a product using this technology. With that in mind, Citrix (News - Alert) has introduced two new interactive mobile support solutions that give businesses the opportunity to provide real-time customer service.
The new Citrix Concierge and GoToAssist Seeit have been designed to use mobile technology for instant connectivity through live video, audio or chat with customer service experts.
The goal of these two new platforms is to introduce new levels of efficiency by connecting experts with consumers to provide the help they need. This not only speeds up the service the customer is requesting, but it is much cheaper than in-person visits.
Citing a 2015 report by the Aberdeen (News - Alert) group, Citrix said, “Old school support and services processes often aren’t mobile friendly, take too long to reach resolution, and end-users can’t access them remotely.”
Citrix Concierge allows organizations to start offering a higher degree of customer service by making it possible for end-users to connect with a live expert. From the application within their mobile device, end-users can share their experiences in real-time.
The expert and the customer can co-browse the application together to determine what is wrong and find a solution. This interaction can be seen by both parties when the end-user is annotating on their device by drawing, marking, clicking or pushing on the screen. This not only removes any confusion between both parties, but it also makes it possible to resolve issues faster than ever before.
The, GoToAssist Seeit platform uses the camera on a customer’s mobile device to stream the problem they are facing. Whether it is an application of computer or a toaster on the fritz, by letting the expert on the other side see what is taking place, the misunderstandings verbal communications create will be a thing of the past. Many of the features on smartphones can be used for annotations, taking pictures, videos and saving the information for future reference. Using APIs, GoToAssist Seeit can be integrated into existing support tools allowing customers to launch sessions through any web-based viewer.
“As organizations transition to mobile, the ability for users to receive smart, fast and quality troubleshooting support is still very challenging. Citrix Concierge and GoToAssist Seeit empower organizations to take their service support to the next level with personalized customer interactions through video, camera and chat. The result is faster resolution times and happier customers,” said Rouven Mayer, Senior Manager, Citrix.
Citrix Concierge and GoToAssist Seeit are available now.
Edited by Maurice Nagle