From the technician’s perspective, chat helps diagnose a problematic situation and undertake the most appropriate action; from the client’s perspective, it allows to reduce the downtime, increase productivity and keep up with what the remote technician is doing. In a nutshell: it saves time and money by increasing the productivity of both technicians and customers.
In order to maintain a flowing conversation with the client, the technician doesn’t even need to keep the chat tab opened – the text box will follow the technician’s browsing over the console, placing itself at the left side of any new open window. Regarding the VoIP module, things are even easier: just place your headset and keep on talking while your hands do the job.
These features are very useful, especially before clients with scarce technological skills. An efficient communication channel is inversely proportional to a frustrating session where problems and solutions just don’t find each other’s ways.