It’s time for support organizations to break down the walls between tiers and embrace a more collaborative approach to support, pulling in the right people with the right skills to swarm around issues as soon as they occur. Frontline reps should act as a support “concierge,” guiding the end-user through the issue resolution process versus dumping them up the chain. Higher level experts should be accessible to jump in and out of support issues as needed, helping to resolve problems as soon as they occur and provide on-the-job training to lower level reps. Finally, support reps should be able to securely bring in external vendors and experts as needed to assist with end-user issues in real-time.
This white paper outlines how the Bomgar remote support solution enables support teams to swarm around issues by allowing multiple people to collaborate within a single remote support session.