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Rarely will people go through with sensitive transactions and interactions, if they do not feel comfortable and secure about it, because…..

Sensitive Interactions

…..most times it turns out bad. When it comes to something extremely sensitive like Remote Support , where one grants control and access to their computer entirely, customer experience while going through with it really matters. It is normal for average computer users to be paranoid when it comes to remote support, given that even some computer savvy folks are skeptical of online dealings like buying and paying for stuff through net banking etc. One awkward experience with your remote
support service is enough reason for a customer to never return to you
for help!

Think about it, isn’t there always that little
hesitation whenever we are transferred to a third party payment gateway
while shopping online? Sometimes you even quit from going through with it.
Isn’t it true that we feel safer when that payment gateway is built
within the site of the online store though it is the same thing. True,
that the online store is sort of concealing the fact that another
service is involved yet it is simply about making it less complicated
for their customers, since the store is certain about the security of the service they have chosen.

Our Zoho Assist’s Embed Remote Support widget works the same way. Instead of directing your remote users to join a
support session through Zoho Assist’s join session page, you can direct them to
your own site page. All you have
to do is simply copy and paste a couple of lines of text (code) to your
site’s HTML source and you get a session-id box with a join button right on your page. This way your customers’ experience is focused around your business’ service, making it more comfortable, easy and safe in perspective.

Here are a few examples of remote service providers utilizing the Embed feature of Zoho Assist (Click on the images to see the actual site pages). The following image is from One Stop PC computer support:

One Stop Computer Support

Similarly, New Frontier Ventures LLC , has remote support built into their web page:

New Frontier Ventures
Now, compare joining a support session through the above pages to the Zoho Assist join session page. What would make you feel more comfortable? Not many of us like giving our email-ids just because we seek service right? You can avoid that for your clients with the embed widget. We are working on complete re-branding options wherein you can even get rid of the ‘powered by zoho’ tag, create your own organization / company support URL and more (for which you might have to pay a little).

Customer experience is of top priority. Make your remote support service easy, secure and comfortable for your clients, try Zoho Assist now! 

  1. Karthik

    @ Omid :
    Thank you very much for choosing Zoho Assist.
    We do have the re-branding feature with Zoho Assist in the Corporate Edition. I have converted your account to a corporate edition(no extra charges applicable), You can upload your logo, and assign a name for the Service, which will appear in all places. Apart from that you will also have a dedicated portal login space and option to embed Remote Support sessions onto your website. If you login to http://assist.zoho.com, click on “Manage Organization” tab, here you can edit your Company’s profile, Name, Logo etc., So, everything on the customer’s end will be re-branded. However, the desktop plug-in on the the technician’s end cannot be re-branded currently. Hope this helps.

  2. Karthik

    @ Omid :
    Thank you very much for choosing Zoho Assist.
    We do have the re-branding feature with Zoho Assist in the Corporate Edition. I have converted your account to a corporate edition(no extra charges applicable), You can upload your logo, and assign a name for the Service, which will appear in all places. Apart from that you will also have a dedicated portal login space and option to embed Remote Support sessions onto your website. If you login to http://assist.zoho.com, click on “Manage Organization” tab, here you can edit your Company’s profile, Name, Logo etc., So, everything on the customer’s end will be re-branded. However, the desktop plug-in on the the technician’s end cannot be re-branded currently. Hope this helps.

  3. Omid

    Hi1. Good article, I would like to point out we are exactly TWENTY THREE MONTHS past the time this post was written and I still do not think there is any customization or rebranding possible. At least not on our (user) end thus far as my eyes can tell….2. You guys could use a more active blog, it’s better for business.3. You guys could also use a captcha system and a spam reporting mechanism to avoid exactly the kind of random nonsense as the first and only other commenter has posted here… this does not look good on a company of your size and services at all. makes me doubt my just placed order…..

  4. Omid

    Hi1. Good article, I would like to point out we are exactly TWENTY THREE MONTHS past the time this post was written and I still do not think there is any customization or rebranding possible. At least not on our (user) end thus far as my eyes can tell….2. You guys could use a more active blog, it’s better for business.3. You guys could also use a captcha system and a spam reporting mechanism to avoid exactly the kind of random nonsense as the first and only other commenter has posted here… this does not look good on a company of your size and services at all. makes me doubt my just placed order…..

  5. Pam

    I think this was a terrific article. For those who are not looking for full-featured remote support but rather looking for a live chat software that allows you to interact with website visitors, Comm100 is the perfect tool for you. There is a free tool offered which rivals some of the priciest options out there and it literally takes only minutes to integrate with your current website. I am only writing this because I am a very satisfied customer and have been using it effectively to offer customer support to my visitors. After reading this article, I plan to also integrate Zoho Assist, as it sounds like a nice option to round out my support offerings.

  6. Pam

    I think this was a terrific article. For those who are not looking for full-featured remote support but rather looking for a live chat software that allows you to interact with website visitors, Comm100 is the perfect tool for you. There is a free tool offered which rivals some of the priciest options out there and it literally takes only minutes to integrate with your current website. I am only writing this because I am a very satisfied customer and have been using it effectively to offer customer support to my visitors. After reading this article, I plan to also integrate Zoho Assist, as it sounds like a nice option to round out my support offerings.