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CES 2017: Smart Home was King, But Where’s the Support?
Like thousands of others, I spent the first week of 2017 at the Consumer Electronics Show learning all about the latest and greatest from the wor…
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Customer Support: Can You Keep Up?
As we’ve wrapped up 2016, and look forward to the year ahead, I’m reminded of the popular Bob Dylan lyrics, “the times they are…
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3 Steps to Fixing Customer Support
The rapid evolution of technology is affecting the way organizations communicate with their customers. With more access to information than ever…
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Elevating Your Support Game with Video
For many of us in the US – this weekend was a special (unofficial) holiday – The Super Bowl. American football is quite a big deal in…
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Taking on Remote Support Trends with the Rescue Command Center
We know that common industry trends, like the rise of mobile devices and the desire for instant gratification can often escalate customer demands…
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Breaking the Chains of Legacy Systems in Customer Support-part-two
In my the last blog post , I discussed the problem with counting on legacy tools for customer support. To give you the quick version – the…
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Solving Problems Faster with Live Video Support
Did you know that 76% of customers that have a negative customer experience with a business switch to a competitor? In a digital marketplace, you…
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Breaking the Chains of Legacy Systems in Customer Support
Change is never easy. Even when it’s for the best, it can still be scary and difficult. It always just seems easier and safer to stick with…
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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…
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Impacting Your Bottom Line with Video Support
Doing more with less is a motto we often hear within the service industry. Organizations everywhere are looking to shift from high-cost on-site i…
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Decoding Effective Support Personalities
Superior support hinges on three key drivers: successful teams, effective processes, and efficient tools. Whether your support team serves your c…
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Tips & Tricks: 5 Ways to Improve Your Support Process with Rescue
It goes without saying that for a company to be truly successful it needs to develop a strong customers-base – one that will serve as ambas…
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Helping Your Support Team Work Smarter, Not Harder
Great customer service is growing harder and harder to deliver. Surveyed IT support organizations report that ticket volumes are up 57% over the…
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Increase First Time Fixes with Interactive Video Support
“Process improvements” may be a business world buzz word - but it’s not all hype when organizations introduce the right technol…
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Managing Unexpected Guests….in Life and IT
We have all been there. An unexpected knock at the door and surprise - all of the sudden you are hosting an impromptu get together. It can be str…
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Support Doesn’t Need to Be a “Game of Thronesâ€
Sometimes the life of a tech support agent can feel a bit like being on the Night’s Watch on “ Game of Thrones .” Support agent…
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Setting a Scalable Support Strategy
In our increasingly mobile world, almost all customer support organizations have the need for a remote support tool. Whether supporting internal…
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