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Virtually taking control …

Let’s face it, users can and will become frustrated at times if they don’t understand what a customer support agent is telling them over the phone. To make our service desks and customer support centres as efficient and effective as possible, Merlin’s agents all use remote control or “virtual visiting”. This allows the support agent to remotely move the curser on a users PC in real time whilst conversing on the phone with them.

Users appreciate this method of resolution as it not only resolves issues quickly, it educates by means of a real-time demo on how to ‘fix’ the problem. Contributing to the education and development of your staff is one of the many ways in which we deliver super-service your business!