CloudShare, a cloud-based training platform, has introduced CloudShare for Support. The company says the new offering enables technical support teams to substantially accelerate time to resolution and improve productivity.
The company’s virtual IT labs accelerate time to resolution, a pain point for technical support teams at software and technology vendors, by allowing support engineers to import complex customer environments and product versions with ease. It also provides an extensive library of ready-made, fully-licensed templates for testing with popular operating systems and apps. CloudShare adds that resources can also be spun up on-demand, saved in specific states, and shared with team members across the world for 24×7 support. Besides that, easy environment replication and sharing enables reps to easily address issues in parallel, instead of conventional linear techniques.
Furthermore, support managers are also able to derive benefit from automated cost-control policies that are capable of suspending and deleting environments when not in use, and analytics and dashboards to help measure usage as well as calculate return on investment (ROI).
Michal Frenkel, director of product at CloudShare, said, “As the complexity of enterprise software increases, support is not only becoming more difficult for software companies to provide, but it’s also never been more important for customer retention. With CloudShare, organizations can keep customers happy by solving their issues much more rapidly and more accurately.”
Zvi Guterman, a renowned security expert who previously co-founded and served as the CTO at Safend, and also served as a chief architect at the IP infrastructure group of ECTEL, co-founded CloudShare in 2007. The company enables software companies to increase revenue, improve efficiency, and enhance quality by simplifying the process to replicate intricate on-premise IT environments in the cloud, with offerings specially designed for sales enablement, sandboxing, and training for support and testing. CloudShare serves a wide variety of customers including cybersecurity and software companies.
