What, however, if none of these options are viable? What if the only sure-fire way to resolve your client’s issue is to get access to their computer? Off-site support can be both time and money consuming, so remote support software is by far the best alternative.
Which is the best remote control software?
o Multi-platform compatibility; no matter what platform your client’s computer is running, they will have access to remote support.
o Security; clients will need to ensure that their data is secure meaning your remote support software must use a form of encryption, particularly for sending sensitive information.
o Communication; staff and clients must have a multitude of communication methods at their disposal, both visual (text messaging) and audible (via headset/speakers).
o Unattended support; remote support should be available for machines that are currently unattended.
o Multiple remote control modes; at times it will be more efficient in the long-term to be able to run a client through the procedure to resolve a current issue, rather than simply fix the problem. Multiple modes of control ensure that clients can be an active part of the solution when necessary.
o Routing and escalation; your support calls, whether they use remote support software or not, should be routed and escalated appropriately and efficiently.
o Advice center; your support center should provide clients with a knowledge base of common errors and issues to enable the implementation of self-service solutions as a first step before calling on support operators.
What are the benefits of a remote support solution?
- Customer Satisfaction
Customer satisfaction is guaranteed through delivering fast, effective support, with efficiently routed support calls leading to the use of a variety of on-demand support tools to ensure client issues are resolved in a quick and successful manner.
