IDC recently spent time with two customers of clientless remote software, Dell and Dover Federal Credit Union, who spoke about the importance of security, feature sets and the strong relationships …
Even the most highly trained support technicians can be limited by the tools at their disposal. They typically cannot see what the customer sees and are limited to how customers …
Technology continues to make it simpler for IT and customer support teams to handle increasingly complex support tasks via remote support software tools. The latest development involves providing video-assisted support …
Did you know that best in class field service organizations are 69% more likely than their peers to have implemented live collaborative video tools to loop in remote experts? To …
Today’s remote support solutions, including remote control, desktop sharing, and web collaboration, offer much more than just remote control for PCs. Their functional footprint is expanding to include support for …
When it comes to whether someone will recommend a product to others, certain attributes matter more than others. A recent online survey of those using remote support tools found the …
By 2020, somewhere between 25 and 50 billion devices will be connected to the Internet; some estimates predict that this hyperconnectivity will generate $2.3 trillion in revenue by the year …
Valiant Technology deployed LogMeIn Rescue to enable its help desk engineers to deliver a consistently high level of quality technical support to clients. Nucleus found that using Rescue enabled Valiant …
What IDC calls the 3rd Platform — cloud, mobile, social, and big data/analytics — will continue to drive growth and innovation across all industries that depend on IT resources. Clientless …
Support organizations are implementing new technologies and processes to better connect customers with technical support teams. However, most organizations admit they’re not proactively aligning their priorities with their customers’ expectations. Are the needs …
