Enhancing real-time remote support with Zoho Assist
The Company
Sumit Thukral is the founder, director, and CEO of Rational Systems Private Limited, an India-based software company established in 1998. With over 20 years of expertise in the software industry, Thukral has guided his company toward success and growth. Rational Systems Private Limited provides information technology services and solutions to businesses across various industries. The company offers services in software development, web and mobile application development, digital marketing, cloud computing, cybersecurity, and consulting.
The Challenge
As Sumit's business extended its presence across Europe, it needed a secure remote support software solution that would cater to its region specific business requirements. In particular, it needed a remote support tool that could seamlessly support integration with third-party apps, such as its existing ticketing system.
Moreover, its UK clients required a remote support solution that could record each session for their logs. After a thorough evaluation of options such as TeamViewer and LogMeIn, the company opted for Zoho Assist, which best fit its business needs.
"If you're searching for a long-term remote software solution, Zoho Assist is a secure, stable, and feature-rich option. Anything you want will be available in Assist, and if you want to integrate it with other applications, that is also doable." Sumit Thukral,Founder, Director, and CEORational Systems Private Limited
The Solution
Sumit discovered Zoho when he was in need of cloud-based accounting software for his business. He was impressed with the features and performance of Zoho Books and decided to explore other products in the Zoho suite. He tried the trial version of Zoho Assist, and ultimately purchased the enterprise edition in 2017. With the session recording feature being the highlight, allowing his UK clients to maintain a separate record of their sessions for future reference.
Sumit and his team were able to effortlessly engage with their clients and provide remote help with the integration of Zoho Assist and Zoho SalesIQ on their website. This aided in the expansion of their client base and the improvement of their business operations. Moreover, the ability to link Zoho Assist with their current ticketing system enabled them to launch remote assistance sessions straight from the help desk.
Benefits
The capability to initiate remote support sessions directly from the ticketing system or live chat positively impacted Sumit's UK customers, as it significantly shortened response times. In addition, Sumit's ability to manage billing and support on his own provided a significant edge and contributed to the growth of his firm. Looking ahead, these benefits can help Sumit continue to deliver excellent business solutions while optimizing his business operations.