Remote Technical Support
Consumer Offering:
- 24/7 technical support through click-to-chat, phone
- Remote support agent device take-over
- Setup, Fix, Diagnostic, Self-Help and Tutorials
- Monitoring and proactive maintenance
- Recommendations and notifications
- Primary Devices supported: android, mac, windows
- Set up, configuration and support for any IP connected devices
- Single customer dashboard and dedicated webpage to view connected devices, manage the account and receive notifications and alerts
- Highly recommended to bundle this consumer offering with Online Security and Back Up utilizing your existing vendors or sourced from our partner ecosystem
Your Remote Support Program:
Radialpoint delivers a Remote Support program as a 100% white label solution with subscription and incident based packages delivered for a fee to your end-users or bundled with your core products to drive market share.
Powered by Radialpoint’s leading edge SaaS based platform, only Radialpoint can run a program that gives you the flexibility, efficiency and business results you need:
Preventive and Automated
Proactive/preventive problem detection and resolution plus scripting to increase agent efficiency and Margin |
Web-based agent workflowDeliver consistent service delivery experience across multiple services. Ability to quickly roll out and train agents on new service offerings |
Intelligent Customer Routing
Dynamic chat routing to appropriate agent based on user profile and information for enhanced customer experience |
Agent Concurrency/Multi tasking“Away from Keyboard” process model gets customers off the phone. Enables multi-tasking by technical agents for greater margin |
On-shore/Off-shore
Labor Model
40% of all tickets are malware-related. Radialpoin has an offshore PC Tune-up and Malware removal engine that delivers highest margin in industry |
Flexible Labor ModelAbility to integrate different call centers for greater scaling and to leverage existing call center assets (e.g. telesales team) |
