Catching Up With...: IC Realtime, Part II
Last month we discovered IC Realtime’s history, its products and what the company brings to the table with dealer assistance. This month we delve even further.
IC Realtime has always held an emphasis on continuing education, as well as proactive customer support. “Just as customers invest in our business, we like to invest in our customers by keeping them up to date with the latest advances in hardware and software—it pays off in spades in the end,” says Christopher Callaway, IC Realtime’s integrated technologies manager. “We prefer having a friendly, proper training or pre-sales discussion with clients, instead of the alternative of pushing gear to the uneducated masses, and trying to put out fires after the fact. The latter is just not a good business model.”
A Dedicated Forum for Dealers to Share Information: ICRealtime.com/forum
“Having worked the helpdesk for several years, most people don’t realize that customer support is often a two-way street,” says Callaway. “You’d be surprised to know how much a support agent can learn from working with customers. We acknowledge the expertise and talents of our clients, and strongly feel that having a centralized community or knowledgebase where dealers and ICR reps can interact socially benefits the business, and the industry as a whole.”
Dedicated Customer Service Team
IC Realtime puts an emphasis on customer support; the company provides various ways of making support available in real-time via phone, email and online.
• Send Tech a Message: Online messages sent from the IC Realtime website hit the inbox of several technicians directly at the helpdesk.
• Instant Messenger: IC Realtime adopts the popular IM client Skype, enabling instant support as well as easy/affordable access for international customers.
• Remote Viewer: IC Realtime dealers enjoy direct remote desktop support—allowing techs to remotely assist and train dealers on best practices simultaneously.