Why should I use the Support.com® Cloud calling card?

Every interaction with a customer is an opportunity to sell new products and provide valuable services. Make your services available to your existing customer base -- simply, powerfully, and on demand -- with the Support.com Cloud calling card feature. Calling card shortcuts can be deployed manually by an agent or automatically by Support.com Cloud during a remote control session to a Windows PC. By simply clicking on a desktop shortcut, customers will be directed to the URL and web application of your choice. 

For instructions on how to set up a calling card desktop shortcut in your Support.com Cloud tenant, see:  How do I set up a calling card shortcut?

Why should I use the Support.com Cloud SDK?

Time is valuable to your agents and customers. Use the Support.com Cloud SDK to embed our apps into your web application, and optimize the process of connecting your prospects and customers directly to your sales and service agents. The Support.com Cloud SDK is a simple JavaScript library that offers an array of benefits that strengthen your customer experience, such as:

  •  Deliver relevant self-service content based on a customer’s context
  •  Provide engaging, step-by-step content using Guided Paths® 
  •  Provide one-touch escalation to live agents via instant web chat or phone call
  •  Initiate cobrowsing via a customer’s browser, to see what the customer is seeing

For more details about how your IT department can implement the Support.com Cloud SDK on your website, see:  Support.com Cloud SDK

To see an example of a calling card page using the Support.com Cloud SDK, please see either:

What should I consider when designing my calling card portal page?

Communication Channels

The Support.com Cloud SDK can facilitate the transition of a customer in the Support.com Cloud Self-Support or Agent Support applications, by using:

  • Phone
  • Chat
  • Both Phone and Chat

Consider what communication channels you plan to support. Will it be chat only? Or calls only? Or both?  

Agent skills for chat support

Inbound chats will automatically be transferred to agents in an assigned skill. We recommend having a special customer service oriented skill assigned that is separate from the sales skill and service skill, and that you have dedicated agents ready to serve this valuable customer base. 

Consider what skills you plan to support. Will it be customer service for your calling card URL? Perhaps sales from your corporate home page? Or direct to Tech Support? There are no limits to the number of inbound channels you can set up to meet your business needs. 

Phone number for phone support

Customers who choose to contact support over the phone using the Support.com Cloud SDK will be asked to call a particular number to speak with an agent, and to then provide a connection code so that the agent can establish a secure connection to their PC. 

Consider what phone number you will provide to these customers. 

Remote connection

Support.com Cloud SDK provides two ways for a live support agent to get access to the customer's computer: 

  • Through in-tab-only cobrowsing experience (no client software installation required)
  • Through a full control of customer’s computer (customer will be required to grant permission, then download and install a simple remote connection client)

Consider how your agents will need to interact with the customer's PC. If the customer is calling for a PC Tune-Up or Virus removal, it's likely that they'll need full Remote Control access. If the customer needs help with a web-based applicable, then co-browsing will be the best option for the agent to see the customer's browser.