fbpx

Customer Service Reimagined

Customer service has long been a critical factor for an organization’s value and long-term success. For IT departments, customer service has traditionally meant staffing support centers for employees to call when they have issues with their PC applications. 

In today’s mobile world, however, the challenges and opportunities to perform superior customer service go well beyond the traditional IT support line. Yes, the support role is still essential, but users” expectations have risen dramatically. They have no patience for being put on hold and then asked, “What does your phone say now?” More importantly, as mobile applications are becoming an essential part of customer engagement, IT is often now servicing more than internal employees. If a customer still can’t use the app or has unanswered questions, business can be lost; or worse, a dissatisfied user is more likely to share their frustration with friends, colleagues or the world via social media. 

For PC and Mac users, there are a number of support solutions, including those via chat and even some with screen sharing. But in the world of mobile and instant expectations, there has been a big gap. Apple has not made it easy for IT or app developers to provide the services that satisfy demanding users. 

In order to address this challenge, Citrix has launched a service called “Concierge” that dramatically improves customer service over traditional 800 numbers. Developed in Fort Lauderdale, Concierge allows any app developer to include a “help” or “concierge” button inside the app that instantly starts a help session with a support rep or domain expert. Audio and video are built into the service so that no phone calls are required.

With permission, users can securely share their screens and device details to avoid “What does your screen say now?” frustrations. Many organizations are planning to leverage the technology for more than simple IT support, such as connecting users to a product expert who can help with a sale or a transaction like a stock sale. In addition, the phone’s camera can be used by the remote expert to help a field worker better diagnose an issue by seeing what the technician sees. 

Gus Pinto, senior director of the app platform group at Citrix, says, “We are impressed with the demand for Concierge; it shows that companies understand the value of better communication and in engaging in real time with their mobile customers.” 

Wouldn’t it be great if every app had a built-in Concierge? ?

Chris Fleck is on the board of the South Florida Technology Alliance and is vice president of mobility systems and alliances for Citrix Systems (NASDAQ: CTXS), a Fort Lauderdale company that provides secure remote access to data and applications.

You May Also Like

TSC Miami Receives Investment From Trilantic North America

Trilantic North America, a private equity firm, recently completed a substantial growth investment in TSC Miami. The investment is being made in partnership with TSC’s founding team, namely Billy Koorse, his son Evan Koorse, and their partner Scott Valancy, which retains a meaningful equity stake and continues to run the business post-close. Founded in 2001 and

Levan Center of Innovation in Broward Forms Strategic Collaboration With Space Foundation

The Alan B. Levan | NSU Broward Center of Innovation (Levan Center of Innovation) has formed a new strategic collaboration with the Space Foundation. The partnership will enable the Space Foundation to create programming for the Levan Center of Innovation’s LEVL5: SPACE DOCK at NSU™ initiative by using the center’s four core programs (Ideate, Incubate, Accelerate, Post-Accelerate) as the

Sintavia in Fort Lauderdale Chosen for Major White House Initiative

Sintavia, LLC, a designer and additive manufacturer of advanced propulsion and thermodynamic systems for the Aerospace, Defense and Space industry, was recently chosen to represent the AM supply chain to launch a major White House initiative called “AM Forward.” Unveiled on May 6 by President Joe Biden in Cincinnati, Ohio, this new initiative involves a

Alan B Levan | NSU Broward Center of Innovation Held Future Forward Event to Celebrate Impact of Levan Center

Since opening its doors last year, the Alan B Levan | NSU Broward Center of Innovation (Levan Center) has been the catalyst for growing tech start-up companies in Broward County. To recognize the importance of its operations and demonstrate its future capabilities, the Levan Center hosted its Future Forward event. Local community members and the media were

Other Posts

TD Bank Group Creates South Florida Tech Hub to Accelerate Digital Growth

TD Bank recently partnered with the Alan B. Levan NSU Broward Center of Innovation (Levan Center) to establish a new technology hub in South Florida to support future generations of technology professionals and foster and attract more talent to the area.  “Our new technology hub will focus on tapping into South Florida’s fast-growing technology talent pool

Sky’s the Limit When Miami Entrepreneur Rani Kohen Hits the NASDAQ

Sky Technologies (SKYX) recently completed an IPO, a market valuation of $1 billion pre-revenue, and founder and chairman Rani Kohen, a Miami-based inventor and entrepreneur who has created more than 60 global patents, took the stage at the NASDAQ on March 4 to ring the opening bell. “As electricity is a standard in every home

Vulnerable Tri-County Residents Face Challenges to Access Vital Infrastructure and Transportation Services

The final installment of SFBW’s three-part Virtual Connect series recently concluded with a discussion on how private and government entities can ensure equal transportation access to all South Florida residents. The “Virtual Connect: Social Equity and Transportation” forum was moderated by Anthony Abbate, professor at Florida Atlantic’s school of architecture. Abbate was joined by Greg Stuart, executive

Softbank Group Has Exceeded Its $100 Million Commitment to Invest in Miami Startups—and That’s Only the Beginning

Last fall, SoftBank Group announced that it had exceeded its initial $100 million commitment to invest in Miami tech companies across its various funds by more than 250%, for a total of more than $250 million. That’s what you’d call fast work: The Miami Initiative was launched in January 2021 as a commitment to invest in companies