Customer support tools to facilitate communication with customers who are not familiar with boiler operations.

Boilers and hot water heaters can occasionally malfunction and be difficult to identify the problems without a professional onsite visit. With RemoteCall visual, we can now help identify and resolve client issues more easily by streaming live video to our offsite technicians through a customers mobile camera, minimizing the need for onsite repairs and maintenance.

It is the first in the industry to launch 'NAVIEN RemoteCall', providing remote video support services for all Kyungdong Navien products including boilers, water heaters, and hot water mats.

By monitoring situations in real time we are able to identify issues, and offer solutions much quicker than ever before, significantly reducing the possibility of miscommunication, or latency issues.

Introducing solutions to better understand our product and our customer's conditions, and to optimize remote support.

Transcosmos Korea is in the IT solutions which operates a call center for inbound and outbound business. Reducing the customer management cost, ERM and world-class CTI expertise by combining all call center management technology will help the company strive for better customer satisfaction.

Transcosmos Korea has been a support operation for EPSON’s customer. 70% of the requests of EPSON’s customers are troubleshooting in regards to the software. Among all requests – driver installation is the most difficult to describe over the phone. In addition, many other inquiries are received about license registration and how to install from customers of the Hancom Company as well. However, since introducing RemoteCall it can all be performed by the operator in place of the customer by remotely diagnosing the issue.

RemoteCall is an easy-to-use tool for operators as well as customers. By just seeing a glimpse of the function icon it is easy to understand how to operate the software right away, without being trained. Transcosmos service teams have improved the satisfaction of customers, and continue to provide high quality support, thanks to RemoteCall. Transcomos Groups has more than 60,000 employees at 168 locations. And Transcomos maintain partnerships with customers in more than 300 industries. Transcomos need a lot of customer support, carry out our work efficiently through remote support.

LG Electronics is a multinational electronics company in Korea with more than 87,000 employees in over 113 countries. LG Electronics has been a leader in the domestic electronics industry since the early days when it first produced radios, TVs, and other home appliances. As the demand for customer support increased, it was inevitable to establish an effective customer service system that aligned with the business goals.
With the launch of the global project 'Smart Service' in 2010, smart devices had already drawn much attention, but providing customer support had become increasingly difficult. Type of requests from our global users came in various forms and covered a wide range of topics, which created more hurdles.

The Customer Information Center (CIC) decided to proactively address the situation regarding the delivery of customer support service to users and enhance customer service with RemoteCall + mobile pack.

LG Electronics has incorporated RemoteCall + mobile pack on the smartphones under the application name of "LG Electronics Remote Support". Customers can now easily receive remote support when problems occur with their devices without having to install another application. With RemoteCall + mobile pack, the brand image of LG Electronics has significantly improved by providing convenient remote support on smartphones. Moreover, the support agents could efficiently manage and resolve customer inquiries better than in the past. Five months after the introduction of RemoteCall + mobile pack solution, the number of inquiries exceeded 15 and over 11% of issues were resolved both at home and abroad.

SC First Bank is the fully-owned subsidiary of the Standard Chartered Bank based on Hong Kong. Standard Chartered bought the Korea First Bank in 200 to create this local entity. This is a look into how the bank maintains a very high level of customer service using one of Rsupport solutions.

Online banking is the new megatrend in the world of consumer banking. Especially in Korea where there is a very high penetration rate of the broadband data service, this could not be more plain to see. Telephone calls and emails no longer suffice in delivering the high level of customer service that the online banking community demands. “First-Call Resolution” is the new key word in customer service for the consumer banking sector in Korea. Before deploying an online real-time support tool, SC First Bank also used to rely on the telephone and the email to try to resolve incoming customer support requests. They even had a team of technical engineers who would make home visits.
The increasing cost of providing customer support in a networked became exponentially expensive. That’s when the search for a more cost-efficient software driven solution began.

SC First Bank deployed the RemoteCall Server version because of the security, the speed, and the ability to handle massive volume. They also chose the software server version because the solution could be installed on their existing server farm and made for an easier training and education process for the customer support representatives. Another factor in the decision to use RemoteCall was the session recording feature.

The new support system has dramatically streamlined the way how the bank responds to customers when they request technical support, increasing their satisfaction by proactively identifying and resolving their technical difficulties real-time.
Another feature that the SC First Bank Call Center liked was the ability to handle multiple support requests by a single customer support representative. The solution also offers a sessions transfer feature which allows the request to RemoteCall handling more than one requests simultaneously has been made possible.
If the issue is more technically involved, the request can be forwarded to a higher level technical support engineer.

SC First Bank has even created a separate customer service group specializing in providing remote support services with Rsupport RemoteCall solution. It is this banks own way of trying to keep pace with the rapid changes in customer’s online banking behavior.
On average, each customer support representative receives more than a hundred calls per day. The Bank has organized the technical support organization into multiple levels of support depending on the level of difficulty. If all measures fail, then the call is forwarded over to the IT Development & Maintenance Team, the top tier technical support team at the bank.

In the future, with the expected increase in mobile banking using smartphones and other mobile devices, SC First Bank foresees using RemoteCall service even more.

Woori Bank is one of the most historic banks in the Republic of Korea and was established in 1899. Assets total to about 250 billion dollars, 15,000 employees, and more than 1,000 branch offices globally are doing efficient business activities.

Due to rapid growth, Woori Bank encountered various problems from their customers. The customer center operations decided to introduce a remote support solution for one month by selecting the top three dominant products in the market. Finding the right solution that could provide high security and meet the standards of the finance industry was the most difficult. In order to offer support remotely, various features were needed in order to accommodate the different support requests received daily.

After introducing RemoteCall, customer satisfaction improved about 20%.
Solving problems over the phone was complicated due to lack of communication between the customer and agent. This became stressful on both sides, resulting in a decrease in approval. But by using RemoteCall, we will now be able to accurately troubleshoot the problem with ease allowing us to provide high quality support. Now internet banking is the route that most customers use, but there are still some customers who are not familiar with how to operate a PC. With RemoteCall we are able to introduce online banking without a worry, knowing we can respond swiftly if needed.
RemoteCall is the right product for us with excellent compatibility, matching our security policy and internationally. In addition, RemoteCall has a variety of features and functions allowing us to accommodate all our customers’ issues.
After the introduction of RemoteCall, Woori Bank has been handling more than 70,000 support requests per month, all by using the remote support system. The support time has greatly reduced, and problem resolution rate dramatically increased in the customer support center.