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Provide Instant, Real-Time Customer Service

Citrix Concierge lets customers connect instantly with an expert directly from a mobile app through live video, audio or chat to significantly reduce call-handling times and improve customer satisfaction.

Citrix Concierge lets customers connect instantly with an expert directly from a mobile app through live video, audio or chat to significantly reduce call-handling times and improve customer satisfaction.


Key benefits

• Improve satisfaction for mobile app users

• Reduce average wait times and support call length

• Increase expert productivity in mobile app support

• Differentiate your service from competitors


Smart support for smart devices

Mobile devices and apps make it easy for you todo a whole lot on the go. From banking and shopping to reading and working, the mobile experience is always evolving. But when something goes wrong and you need help, your options are limited and outdated. The service and support that companies provide for their apps and users has simply not kept up, causing frustration for the customer.

Citrix Concierge empowers organizations to elevate their customer service and support to the next level. Through a simple SDK, you can embed the support experience right within your app, so customers can securely communicate, interact and share their screens in real time. With Concierge, you can provide remarkably superior service that’s both seamless and more personal.


Simple yet amazing customer experience

Concierge connects customers with the support center faster than ever before. The customer does not need to exit the app or compose an email to get assistance. Instead, with just a tap, he or she is put in contact with a real person ready to help through a wide range of support tools.

You and the customer can communicate clearly through built-in audio, video or chat. Upon request, the customer can also share his or her mobile app screen or device camera for you to follow along. Concierge shows you each touch the customer makes on the screen, so any misunderstanding is quickly captured. You can then guide the customer by drawing and highlighting directly on the app.

In a fraction of the typical time, you resolve the issue. The result is an improved mobile support experience and a delighted customer.


Secure by design

Concierge uses industry-standard technology to constantly secure and encrypt any communication with your customers, while strict user authentication and role-based permissions ensure only approved staff have access to the service. Your customers’ privacy is also built into the design of Concierge. Experts cannot see or do anything to a customer’s device without his or her authorization.

“Providing more engaged training for our users and potentially decreasing their time to resolve support concerns while also increasing insights for our team are in our view major advantages of Concierge.”

-Daniel Cane, CEO, Modernizing Medicine


Features

• Screen sharing: See the customer’s mobile app screen and any touches or changes made.

• Video: Show your webcam to customers to create a more human experience.

• Audio: Talk directly with customers through built-in VoIP.

• Chat: Easily chat with customers inside the app when the environment makes video or audio calls difficult.

• Camera sharing: Take a look through the customer’s mobile device camera to see what the customer physically sees.

• Annotation & touch assist: Draw or highlight directly on the mobile app screen and mark where customers should click.

• Device information: See contextual details about the customer, including device type, OS version, network connectivity and battery charge.

• Smart inbox: View your customer requests and start sessions in a single click. Inbox can automatically route your customer requests based on the app and platform they are requesting support from.

• User management: Create teams for your experts so incoming requests are routed correctly.

• Live stats: Get a simple overview of your customer service operations, including pending requests and average wait times.


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