Inspired by the vision of a lightning fast remote support session, we are proud to announce that Zero Download Desktop View is live and available to all Rescue customers in the Web Technician Console. With this significant enhancement to the remote support flow, end users don't have to download and install anything before the technician can view their screen. This will drastically reduce session duration and improve customer satisfaction.
Alongside, we released the Guided Agent Flow a couple of weeks back. This major UX improvement will help agents to guide end users joining their sessions (and download the applet, if necessary) and thereby goes hand in hand with Zero Download.
To provide even more value in this release, we also introduced E-Mail and SMS sending for WebTC initiated sessions, which is a hard requirement and frequently used feature, the latter especially for mobile sessions.
Use Case:
Zero Download Desktop View is primarily suited for supporting external customers where technicians often have to deal with less tech-savvy end users. In those situations, the major pain point is that getting the end user into a remote support session often takes longer than helping them with their actual issue. We have heard this from many customers across the board. Over the course of time, this becomes not only a source of frustration for technicians, it significantly increases Average Handle Time (AHT).
However, with this new Session type, end users don't have to download or install anything so that a remote support session can be established. They simply have to click on the link they get from the technician or enter the PIN on logmein123.com and will be connected. As soon as the end user gives their consent, the agent can see their screen and provide support.
If the technician decides that Remote Control is needed, they can elevate the session and perfectly guide the end user to download and install the required applet, since they already see what the end user sees.
Customer Benefits:
- Reduced handle time: Enabling end users to launch a session with one click and technicians to guide them on their way to Remote control significantly reduces time spent on session establishment and user guidance.
- Platform agnostic: Zero Download sessions work with any standard PC browser. End users only need to install the applet if technicians need Remote Control. In this case, the same requirements for applet-based sessions apply.
Note: For mobile sessions, the Rescue app is always required. - Delighting users: Less clicks needed, faster session establishment, and with the Guided Agent Flow, the technician always knows at which step of the process the end user currently is.
How does it work?
1. Create a session and invite the customer
Note: The logo on the end user session page (screenshot above) can be modified in the Admin Center. By default, the Rescue logo is used, but can be replaced in the Customer Applet section in the Technician Group Settings.
2. View customer desktop.
Note: If you selected the option to start the session with screen sharing, the end user will be prompted to share their screen right after they join the session.
3. Elevate to Remote Control
Note: From here on, the end user is prompted to download the applet and the remaining flow is the same as today!
Known Limitations:
- Not supported in Desktop TC
- Currently with a Beta label until we can validate with usage that there are no significant issues reported.
- Zero Download Desktop view only provides a lightweight session experience
- No in-session tools like whiteboard and laser pointer except for Capture Screen
- No device information other than browser, OS, resolution, IP address
- No file manager, history & notes, reboot etc.
Documentation:
What's Coming Next for the WebTC in Q1?
- Scripting
- Session Collaboration
What's Coming Next for the WebTC in Q2?
- File Manager
- Session History & Notes
- Session Recording
