Troubleshooting Customer Problems In Real-Time Remotely

Casey Zheng Casey Zheng
Troubleshooting Customer Problems In Real-Time Remotely

What’s the most crucial aspect of successfully growing a business? You’ll of course need an outstanding product and a rock-solid marketing strategy to promote it. Also, you’ll likely have to outline a robust sales funnel to nurture and convert qualified leads. And most importantly, you’ll need an effective remote customer support plan in place to keep customers loyal and satisfied.

Your business won’t thrive unless you devise a strategy to win the trust and loyalty of your existing customers. Retention is key. This is because the cost of acquiring a new customer is nearly five times more than that of retaining an existing one. One of the most effective retention techniques is to delight your customers with high quality proactive support, irrespective of it being remote or on-site. The two experiences must be parallel, especially as we enter into a virtual first environment.

Customer support isn’t just about answering your existing or potential customers’ queries. Instead, it’s about guiding them along throughout the sales funnel. You need to provide them with relevant assistance at every stage right from the awareness to the loyalty phase.

But, your role doesn’t end right there. Even after they’ve started using your product, it’s essential to resolve their queries and troubleshoot their problems. Doing so can help in boosting customer retention and loyalty as they’ll feel your brand cares for them. It’s important to develop a personal relationship.

But what exactly is troubleshooting in customer service?

Let’s find out.

Troubleshooting: A Closer Look

In the context of customer support, troubleshooting is simply the technique of identifying and solving customer problems. Typically, it involves the following steps:

  • Understanding the customer’s problem
  • Diagnosing the root cause
  • Providing and implementing an effective solution

Effective troubleshooting is an indispensable part of onboarding new customers. Also, it can be instrumental in ensuring customer success. You must equip your customer service reps with the right troubleshooting skills to quickly assess and resolve customer problems. Additionally, you need to select the right communication channels that your customers can use to reach out to your team as traditional channels can be limiting.

Limitations of Traditional Customer Support Channels

remote customer support channels

The days of on-site customer service are long gone. Modern communication technology has made it possible to provide remote customer support using channels, such as:

  • Email
  • Phone
  • Ticketing systems
  • Live chat
  • Video conferencing
  • Social media platforms
  • Knowledge base and FAQs

However, there are various challenges associated with remote customer service and troubleshooting. Traditionally, most businesses have used emails and ticketing systems to troubleshoot customer problems. The biggest drawback associated with these channels is that they don’t have the provision for real-time support. These processes take a lot of time going back and forth between the agent and customer.

For instance, when a new customer encounters a problem with your product, they have to raise a ticket describing the issue. It’s only when you receive the ticket at the back end that you can analyze their problem. Then you’ll reach out to them through email or by phone to gather more information about the problem and suggest possible solutions.

This approach to troubleshooting is both time consuming and ineffective. It’s because the onus of isolating and detecting the root cause of the problem lies with the customer. Likewise, it’s up to the customer to correctly implement the solutions you’ve suggested.

Needless to say, your customers may not have the right technical skills necessary to detect complex problems. Also, it involves constant to and fro communication between your customer and service agents. The customer will likely have to send screenshots of various error messages and the space for miscommunication is enormous.

If you take too long to respond and resolve the problem or wires get crossed, they’ll get annoyed and might never purchase from you again.

Challenges of Real-Time Customer Support

The only way of eliminating the aforementioned issues is to provide real-time customer support. The idea is to help your customers the moment they need you. Some of the real-time support channels you might already be using are phone, video conferencing, and live chat.

Oftentimes there is a wait to talk to a live agent and customers drop out of line frustrated. However, you might end up wasting a lot of time with back and forth communication between the customer and service agents. This could largely be due to communication gaps and differences in understanding. As a result, your calls or chats can go on for a long time.

Not only does this mean that your agents will remain busy with a single customer for long periods, but can also frustrate your customers in need of solutions. Agents get frustrated as well since they are not as efficient as they could be, thus not reaching their service goals. This definitely isn’t a desirable situation.

To avoid all of this, you can use video conferencing software through which you can ask the customers to share their screen with you. But even in this case, you’ll have to go through the lengthy process of guiding the customer while they control the screen, which can lead to the same issues.

You need to find another way of going about real-time customer support, and that’s where Shared Browser technology can help.

Enabling Remote Customer Support Through Shared Browser Technology

Wouldn’t it be great if there was a way to gain hands-on access to a customer’s device? What if you could use the product on their system, isolate the underlying problem, and implement the solution? This is exactly what Shared Browser technology helps you accomplish.

RemoteHQ’s co-browsing solution lets you turn any website or web-based application into multi-player mode. This means both you and the customer can work to troubleshoot an issue on the same page (literally).

This means that you can directly access the customer’s device through yours. As a result, all the back-and-forth gets cut out of the picture and you can not only communicate with the customer but also get the job done quickly. This also saves your customer from the hassle of implementing the suggested changes and can improve the customer experience. For example, the customer can login to their account on Shared Browser and then the agent can immediately click around and help troubleshoot in the account without having to switch screens.

Another benefit of using a shared browser tool like RemoteHQ is that customers don’t have to download any software or signup for an account. Instead, they can join a session by clicking on the meeting link sent by you. It’s as simple as this:

Additionally, you can share notes, chat history, and other information from the support session with your customer. This type of documentation empowers the customer to better utilize your product and explore its features.


Proactive customer support and troubleshooting are crucial for building a successful business in today’s competitive market. The use of cutting-edge technology, such as cloud-based co-browsing solutions, help you provide remote customer support in real-time. It’s an effective way of onboarding new customers and proactively resolving their queries. RemoteHQ user Pearl Lemon has already seen an increase in customer satisfaction by 33%.