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Rsupport Illuminates Customer Support With Launch of Visual Pack

NEW YORK, NY--(Marketwired - Nov 12, 2014) - Rsupport, a leading remote support software developer, today announced the availability of Visual Pack, an innovative offering for efficient, cost-effective support in today's connected world. Integrated with RemoteCall 6.0, the latest version of the company's remote support product, Visual Pack enables consumers to easily and securely share their tablet or smartphone camera with support agents.

A key driver of inefficiencies in the traditional support process is the inability for customers to accurately describe the problem, resulting in a delayed or incorrect diagnosis and issue resolution. The integration of RemoteCall 6.0 and Visual Pack addresses this issue, delivering a live video stream from iOS and Android devices that allows support agents to visualize exactly what the customer is experiencing. This significantly lessens the frustration associated with miscommunication, resulting in faster resolution times and increased customer satisfaction. In addition, Visual Pack enables companies to lower support costs by reducing or even eliminating the need for on-site technician visits. 

Visual Pack also provides a comprehensive support approach for the Internet of Things. According to GSMA Intelligence, the total number of mobile connections will reach 11 billion by 2020.1 As companies look to capitalize on this market growth, the inclusion of video as a support channel is poised to become a critical differentiator. Key features of Visual Pack include:

  • Compatibility: Consumers can download Visual Pack directly from the Google Play Store, or be prompted to install the app on any Android or iOS device by an SMS message from the support agent
  • One time connection: Initiated by the support agent providing a unique activation code for the customer to enter into the app
  • Security: All session activity is recorded for security and auditing, and the customer can pause or terminate the session feed at any time

"Traditional customer support is fraught with opportunities for inefficiencies, many of which stem from how the problem is initially relayed," said Matthew Choy, Managing Director, Rsupport. "Visual Pack is designed to alleviate these challenges. Introducing video into the support process ensures that the customer and the support agent are instantly aligned on the issue, and can focus on solving the problem as efficiently and cost-effectively as possible. We're excited about the value this brings our clients and, in turn, their customers, and look forward to helping more organizations deliver innovative support tailored for today's technologically saturated world."

Visual Pack is one of the enhancements offered in the latest version of RemoteCall. To learn more about additional benefits of the upgrade, please visit http://www.remotecall.com/us/.

About Rsupport
Rsupport Inc. provides the latest in remote support and remote access solutions to individuals, businesses, telecoms, and large organizations worldwide. These services are used to provide IT management and the highest quality remote support to millions of connected customers quickly and securely. Rsupport develops hosted and server solutions for connecting computers, smartphones, iPad™ and Android™ tablets, and other internet-enabled devices. Rsupport is headquartered in Seoul, South Korea, with offices in Japan, China, and the United States. Visit www.rsupport.com for more information.

1 http://www.gsmamobileeconomy.com/GSMA_ME_Report_2014_R2_WEB.pdf