June 12, 2017 | By

Transforming Support Organizations with Integrated Systems

It seems pretty obvious that when all our business tools work together, we can be more efficient and effective at our jobs.  This goes for any job in any industry, but especially when it comes to support.  Whether it’s an internal IT team or an external help desk, support teams can’t afford to waste time, resources, or customer patience by starting from scratch with every support call. The more data you capture from past inquiries, the better your reps will handle future issues.

Being able to integrate support tools with existing business systems should be a key consideration when choosing any support tool.  Here’s how we approach it with Rescue.

Rescue provides out of the box integrations with leading business systems, including ServiceNow, Salesforce, Freshdesk, Zendesk, Autotask, and more.  These integrations allow our customers to automatically capture information about every support session – including the steps the support rep took, notes, time to resolution and other details – and then automatically feed them back into the system for future reference.  And because Rescue works seamlessly with these platforms, support reps can start and run a Rescue remote session from inside the those systems — eliminating the need to jump from one to another.

Customers who have taken advantage of these integrations have experienced a lot of value including lower costs, higher efficiency, and greater customer satisfaction – here’s how:

  • Eliminates manually entering support call details, in turn saving time-per-call while minimizing the risk of errors.
  • Provides detailed account history in real time, reducing call handle times with greater insight into previous interactions.
  • Enhances customer experience by improving first-call resolution rates. In situations where calls must be transferred or escalated, Rescue ensures each rep can pick up where the previous one left off rather than repeating troubleshooting steps.
  • Captures support operations data for proactively optimizing IT processes. Analyzing metrics such as the number of calls per rep, length of support sessions, and most common issues, provides insight into capacity and division of time spent on support vs. other tasks. This lets organizations without a dedicated help desk allocate available resources more efficiently.

Best of all – employing the integrations is easy. Install an app in the platform and enter the appropriate credentials. There is also an open APIs for customizing how Rescue interacts and operates with these or other support applications.

Want to learn more?  We recently held a webinar with TSIA highlighting the importance of integrating business systems in support organizations can play a critical role in reducing agent work time, increasing accuracy and improving the overall customer experience.  Listen to the replay here.

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