The biggest impact LiveLOOK has on a technical support center is in the ease of setup of remote control screen-sharing sessions. The time savings associated with LiveLOOK's quick-launch Remote Support product results in a substantial reduction of call duration, shaving off up to 2 - 5 minutes per call. This is especially impactful for the first support session conducted with the customer or when a customer needs remote support on a brand new computer.
For a call center dealing with a large and diverse customer base, the savings on labor and infrastructure derived from eliminating 2 - 5 minutes per call are significant.
Let's examine why LiveLOOK can set up a remote support session so quickly. Typical remote control solutions write executable software on to the customers' hard drives which can trigger a variety of warnings varying by each customer environment. If there is even the tiniest bit of conversation conducted about each potential warning that must be bypassed, it's easy to see why typical remote control solutions can take several minutes just to set up.
LiveLOOK writes no executable software to a customer's hard disk. The service runs completely within the browser, triggering no malware warnings and resulting in a substantially reduced average call handle time and a much better customer experience.
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