Customer support is a fundamental service among the services of every company. There are several tools available to support customers in their daily work. Among all, the Customer Care telephone service, video tutorials with all the instructions for the correct use of products, the activity on social networks and instant communications via WhatsApp. And for us who provide very technical products, customer assistance both in the pre and mainly in the post-sales Customer support is fundamental.
But during the pandemic period in which, unfortunately, personal contacts where difficult and the distances between people increased, Shock Line did not step back, but intensified and optimized an existing service and that has now become a real “must”: remote customer support through a dedicated software.
Remote customer assistance includes many software tools and Shock Line has chosen two of the best solutions available today: TeamViewer and Skype.
Before getting into the details of these remote assistance software tools and describe how and why Shock Line uses them, it is advisable to analize the reasons for which customers, digital printers, require support … Because the transfer personalization business allows you to achieve personal and economical success in various markets, but to get excellent results, great attention to the machines and software are required as well as in all the phases of the production process.
What does all this mean? It means that in the customization process of any media, from t-shirts to personalized workwear, from aluminum plates to leather, there are many variable aspects, which can affect the final result: for example, the type of printer or heat press you have, the graphic software you are using, the procedure followed and the settings.
And it is exactly when the result is not satisfactory that customers call the company. They want to understand the reason mand what they are not doing correctly. Other times they encounter trouble in installing machines or software. And in both circumstances Shock Line specialized technicians are able to solve any problem thanks to the TeamViewer and Skype remote assistance software.
In particular, Shock Line uses TeamViewer mainly for software related problems, while for difficulties related to the use of transfers, from the printing phase to the final applications on the support, it uses Skype. But let’s see how Shock Line actually supports customers with remote customer support software. Now let’s see how Shock Line actually supports customers with remote customer support software.
Why does Shock Line use TeamViewer among all remote control software?
Because it is the most popular, it is user friendly and allows total control of all operating systems: Windows, Mac, Linux, Android and AppleIOS. In order for Shock Line to intervene, it is necessary to have TeamViewer installed on your PC and that’s about it!
As a matter of fact once TeamViewer is installed, it assigns an ID and a password to the user to start to communicate to Shock Line. From that moment on, Shock Line will have the possibility to remotely control the customer’s PC, moving the mouse, typing text on the keyboard, transferring files to the customer’s terminal and doing any other type of operation, in a reliable and safe way. This is how Shock Line helps customers in the installation and configuration of printers and all the necessary software necessary to face the business of custom printing.
On the other hand, when requests for assistance concern the transfer application process, Shock Line has chosen Skype among all the softwares that allow video calls and webcam sharing. Skype is also compatible with all the most popular operating systems. In this way Shock Line establishes a live contact with its client, assisting him step by step in the transfer application phase as if he were actually next to the client.
Thanks to Skype, Shock Line is able to follow the customer in every step and guide him in the correct use of transfers, starting from inserting the sheet into the printer, setting the right parameters on the printer and heat press, up to the final application on the garment or object. And it is by observing him at work that he is able to immediately grasp the problem and solve it.
All requests for assistance and support are possibly dealt with, by appointment, the same day. Therefore anyone who decides to purchase Shock Line transfer papers will have the certainty of having chosen technical experts (Shock Line has been operating in the sector for over 30 years) and the guarantee of being supported constantly with extreme professionalism from the start by establishing direct “live” contacts thanks to remote customer assistance software.
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