Case Study: Aberdeen Group achieves mobile, real-time, video-enabled support with RescueAssist

Aberdeen Group - Customer Case Study

Aberdeen Group, a market research firm, identified that customers were frustrated with legacy support and that top performers must become mobile, real-time, social, visual and automatic. Facing that challenge, Aberdeen looked to modern remote-support capabilities and engaged RescueAssist to provide a platform for mobile-first, video-enabled and socially integrated support.

RescueAssist implemented a mobile-first, real-time support solution with in-app assistance, mobile camera streaming, live video collaboration and social integrations. The deployment delivered results consistent with Aberdeen’s findings — roughly 30% greater mobile access, a 69% increase in live video collaboration and a 47% rise in social collaboration — helping reduce support friction, speed resolutions and lower overall support costs. RescueAssist’s platform enabled Aberdeen to move support into the future while improving transparency and customer experience.

Aberdeen Group