Rarely will people go through with sensitive transactions and interactions, if they do not feel comfortable and secure about it, because…..
…..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
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:
Similarly, New Frontier Ventures LLC , has remote support built into their web page:
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).