Rescue - Tech Research Online https://techresearchonline.com/author/rescue/ Knowledge Base for IT Pros Tue, 18 Jul 2023 14:04:06 +0000 en-US hourly 1 https://wordpress.org/?v=6.2.5 https://techresearchonline.com/wp-content/uploads/2019/09/full-black-d_favicon-70-70.png Rescue - Tech Research Online https://techresearchonline.com/author/rescue/ 32 32 Rescue Case Study FujiFilm https://techresearchonline.com/whitepapers/technology-whitepapers/rescue-case-study-fujifilm/ https://techresearchonline.com/whitepapers/technology-whitepapers/rescue-case-study-fujifilm/#respond Wed, 31 May 2023 17:37:09 +0000 https://techresearchonline.com/?p=400103 FUJIFILM Asia Pacific has 100+ support engineers in technical support centres based in Sydney, Australia, Seoul, South Korea and Kuala Lumpur, Malaysia. Despite a mature online support function – FAQs, self-help and technical helpdesks – and sophisticated call centres across Asia Pacific, FUJIFILM wanted to take its customer support to the next level. To achieve this, FUJIFILM needed a remote access tool to not only enable remote technical assistance, but drive proactive and predictive support. “The growth opportunity for our customer support function was in providing proactive, predictive support. Delays or machine downtime can be costly for customers so being able to predict when a service call or replacement part is needed and scheduling an appropriate time for maintenance with a client is critical. Our goal is to resolve an issue before the client is aware it exists,” says Justin Russell, General Manager, Solutions Business Group, Customer Support Asia Pacific Operations at FUJIFILM Asia Pacific.   View More If your Download does not start Automatically, Click Download Whitepaper Download Whitepaper

The post Rescue Case Study FujiFilm appeared first on Tech Research Online.

]]>
FUJIFILM Asia Pacific has 100+ support engineers in technical support centres based in Sydney, Australia, Seoul, South Korea and Kuala Lumpur, Malaysia. Despite a mature online support function – FAQs, self-help and technical helpdesks – and sophisticated call centres across Asia Pacific, FUJIFILM wanted to take its customer support to the next level. To achieve this, FUJIFILM needed a remote access tool to not only enable remote technical assistance, but drive proactive and predictive support.
“The growth opportunity for our customer support function was in providing proactive, predictive support. Delays or machine downtime can be costly for customers so being able to predict when a service call or replacement part is needed and scheduling an appropriate time for maintenance with a client is critical. Our goal is to resolve an issue before the client is aware it exists,” says Justin Russell, General Manager, Solutions Business Group, Customer Support Asia Pacific Operations at FUJIFILM Asia Pacific.

 

[contact-form-7]
If your Download does not start Automatically, Click Download Whitepaper


The post Rescue Case Study FujiFilm appeared first on Tech Research Online.

]]>
https://techresearchonline.com/whitepapers/technology-whitepapers/rescue-case-study-fujifilm/feed/ 0
Drive Customer Experience and Boost Revenues with Next-Generation Customer Support https://techresearchonline.com/whitepapers/martech-whitepapers/drive-customer-experience-and-boost-revenues-with-next-generation-customer-support/ https://techresearchonline.com/whitepapers/martech-whitepapers/drive-customer-experience-and-boost-revenues-with-next-generation-customer-support/#respond Wed, 31 May 2023 16:41:37 +0000 https://techresearchonline.com/?p=400096 Enterprises in every sector are waking up to the new reality: Customer experience has become a key competitive differentiator. Although it’s easy to see why that’s the case with product design, ease of use, or style and branding, it’s not always so obvious how strong customer support can help enhance customer experience and drive customer engagement. In an era when customers share opinions easily and publicly, expectations run high, and alternative choices are just one click away, the support function is more important than ever. Customers expect answers to their questions and solutions to their problems from the first person they reach, the first time they make contact. They also expect quick, expert, and consistent answers and solutions regardless of the device or channel they’re using to make that contact. Meet those expectations, and you can turn disgruntled customers into loyal brand ambassadors or frustrated employees into happy, productive workers. After all, customer support shouldn’t be a challenge—it’s an opportunity to develop relationships and cement your reputation. That boosts customer loyalty and, ultimately, drives future revenue.   View More If your Download does not start Automatically, Click Download Whitepaper Download Whitepaper

The post Drive Customer Experience and Boost Revenues with Next-Generation Customer Support appeared first on Tech Research Online.

]]>
Enterprises in every sector are waking up to the new reality: Customer experience has become a key competitive differentiator. Although it’s easy to see why that’s the case with product design, ease of use, or style and branding, it’s not always so obvious how strong customer support can help enhance customer experience and drive customer engagement.
In an era when customers share opinions easily and publicly, expectations run high, and alternative choices are just one click away, the support function is more important than ever. Customers expect answers to their questions and solutions to their problems from the first person they reach, the first time they make contact. They also expect quick, expert, and consistent answers and solutions regardless of the device or channel they’re using to make that contact.
Meet those expectations, and you can turn disgruntled customers into loyal brand ambassadors or frustrated employees into happy, productive workers. After all, customer support shouldn’t be a challenge—it’s an opportunity to develop relationships and cement your reputation. That boosts customer loyalty and, ultimately, drives future revenue.

 

[contact-form-7]
If your Download does not start Automatically, Click Download Whitepaper


The post Drive Customer Experience and Boost Revenues with Next-Generation Customer Support appeared first on Tech Research Online.

]]>
https://techresearchonline.com/whitepapers/martech-whitepapers/drive-customer-experience-and-boost-revenues-with-next-generation-customer-support/feed/ 0
Mobile Devices The New Support Frontier for IT https://techresearchonline.com/whitepapers/information-technology-whitepapers/mobile-devices-the-new-support-frontier-for-it/ https://techresearchonline.com/whitepapers/information-technology-whitepapers/mobile-devices-the-new-support-frontier-for-it/#respond Wed, 31 May 2023 08:59:51 +0000 https://techresearchonline.com/?p=400146 A guided support model meets employee expectations and increases IT effectiveness Recent years have brought a huge shift in the workplace around mobility. Smartphones and tablets are now essential work tools for employees in many types of organizations and many lines of work. But where do these employees turn when they need help with an app or setting, especially if they use their personal device for work purposes? Expectations are growing among employees, and IT leaders should realize they need to provide robust tech support for both corporate-owned and personal mobile devices used under a bring your own device (BYOD) policy. However, a recent IDG survey of IT leaders found that most recognize they are not fully equipped or prepared to support mobile devices. Although 84% of survey respondents believe their company’s current support for mobile device users is sufficient, nearly all (87%) believe they need more support technologies, tools, and staffing. In a word, this expansion is necessary to keep up with the growing importance of mobility for business activity.   View More If your Download does not start Automatically, Click Download Whitepaper Download Whitepaper

The post Mobile Devices The New Support Frontier for IT appeared first on Tech Research Online.

]]>
A guided support model meets employee expectations and increases IT effectiveness Recent years have brought a huge shift in the workplace around mobility. Smartphones and tablets are now essential work tools for employees in many types of organizations and many lines of work. But where do these employees turn when they need help with an app or setting, especially if they use their personal device for work purposes?
Expectations are growing among employees, and IT leaders should realize they need to provide robust tech support for both corporate-owned and personal mobile devices used under a bring your own device (BYOD) policy. However, a recent IDG survey of IT leaders found that most recognize they are not fully equipped or prepared to support mobile devices.
Although 84% of survey respondents believe their company’s current support for mobile device users is sufficient, nearly all (87%) believe they need more support technologies, tools, and staffing. In a word, this expansion is necessary to keep up with the growing importance of mobility for business activity.

 

[contact-form-7]
If your Download does not start Automatically, Click Download Whitepaper


The post Mobile Devices The New Support Frontier for IT appeared first on Tech Research Online.

]]>
https://techresearchonline.com/whitepapers/information-technology-whitepapers/mobile-devices-the-new-support-frontier-for-it/feed/ 0
IT Support Anywhere, Anytime https://techresearchonline.com/whitepapers/information-technology-whitepapers/it-support-anywhere-anytime/ https://techresearchonline.com/whitepapers/information-technology-whitepapers/it-support-anywhere-anytime/#respond Wed, 31 May 2023 08:43:02 +0000 https://techresearchonline.com/?p=400142 Now that technicians are working in hybrid work environments, bring-your own-device (BYOD) policies are expanding to accommodate the new work from-anywhere reality, and customer expectations for fast resolutions are rising, it’s simply no longer feasible to rely on legacy support tools that lack in functionality and security. IT help desks need to get in and start supporting end users on any network, regardless of device or operating system. But which remote support connection method is best for you? That depends on your business and end users’ needs. Technicians don’t want to be handcuffed. They want (and need) fast and easy ways to connect to any end user’s device to stay on top of tickets and feel satisfied with a job well done. End users depend on IT to be there if anything goes wrong. To feel fully supported when working remotely, they need a lifeline to IT support, just as they had in the office. Two words: business continuity. Remove business disruptions with a remote support solution that allows IT to quickly resolve issues across channels, platforms, and geographies.   View More If your Download does not start Automatically, Click Download Whitepaper Download Whitepaper

The post IT Support Anywhere, Anytime appeared first on Tech Research Online.

]]>
Now that technicians are working in hybrid work environments, bring-your own-device (BYOD) policies are expanding to accommodate the new work from-anywhere reality, and customer expectations for fast resolutions are rising, it’s simply no longer feasible to rely on legacy support tools that lack in functionality and security. IT help desks need to get in and start supporting end users on any network, regardless of device or operating system. But which remote support connection method is best for you? That depends on your business and end users’ needs.
Technicians don’t want to be handcuffed. They want (and need) fast and easy ways to connect to any end user’s device to stay on top of tickets and feel satisfied with a job well done. End users depend on IT to be there if anything goes wrong. To feel fully supported when working remotely, they need a lifeline to IT support, just as they had in the office. Two words: business continuity. Remove business disruptions with a remote support solution that allows IT to quickly resolve issues across channels, platforms, and geographies.

 

[contact-form-7]
If your Download does not start Automatically, Click Download Whitepaper


The post IT Support Anywhere, Anytime appeared first on Tech Research Online.

]]>
https://techresearchonline.com/whitepapers/information-technology-whitepapers/it-support-anywhere-anytime/feed/ 0