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BeyondTrust > 实例探究 > Delivering Online Support with a Tangible Difference
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Delivering Online Support with a Tangible Difference

技术
  • 应用基础设施与中间件 - API 集成与管理
  • 基础设施即服务 (IaaS) - 云计算
适用行业
  • Software
用例
  • 远程协作
  • 远程控制
服务
  • 系统集成
  • 培训
挑战
Carbonite, an online backup and restore service provider, was already using Bomgar’s hosted solution for remote support. However, the company wanted to expand its use of Bomgar to take advantage of additional features such as collaboration functionality, recording features, and analytic capabilities for viewing key support metrics. The company had two specific business objectives: to monitor customer support interactions to recognize where additional training gaps existed, and to observe customer satisfaction levels during interactions with customer support agents. The company also wanted to fully integrate the solution into their CRM system and reduce their licensing costs.
关于客户
Carbonite is a company that was founded in 2005 with the mission to provide an online back-up and restore service that is simple and affordable. The company has its corporate headquarters in Boston, a customer support center in Maine, and multiple data centers. Carbonite backs up more than 200 million new files for customers every day using advanced technology that ensures each backup happens quickly, safely, and without incident. The company's customers range from businesses to families to students. Carbonite offers these customers multiple avenues for on-demand computer support, including 24-hour live chat and an email support team ready to resolve problems as soon as they occur.
解决方案
Carbonite expanded its use of Bomgar to take advantage of its collaboration functionality, recording features, and analytic capabilities for viewing key support metrics. The company installed Bomgar’s newly released Bomgar 11.1 to increase technician productivity and extend support to mobile devices. Bomgar’s escalation chat feature enhances issue resolution by allowing Carbonite to ask questions or get information they couldn’t have gotten otherwise. The company also benefited from Bomgar’s escalation dashboard that provides a comprehensive view of their support teams’ activities and enables them to monitor and take over or transfer sessions when necessary. On the proactive side of the company’s support, Bomgar makes it possible for Carbonite to include remote session links in email notices to customers.
运营影响
  • Bomgar's solution allowed Carbonite to monitor agent activity and customer interactions, which helped the company recognize where additional training gaps existed.
  • The ability to record support sessions allowed Carbonite to immediately see if an agent was having difficulty following approved procedures and use those instances for both evaluation and training.
  • Bomgar's escalation chat feature enhanced issue resolution by allowing Carbonite to ask questions or get information they couldn’t have gotten otherwise.
数量效益
  • Increased customer satisfaction due to improved remote support.
  • Increased first-time fix ratio due to the ability to go from a chat to a full remote support session in a couple of clicks.
  • Reduced licensing costs due to investment in the Bomgar appliance.

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