A remote support software solution would allow you to connect to and repair your client’s workstation and provide an up-to-date, informative and interactive helpdesk solution. In addition, you would also be able to administrate unattended workstations, servers, etc.
How do I use remote support software to repair my client’s workstation?
An ideal solution should be fully customizable so it can be branded to match your company website and corporate look, while allowing you to include the remote support features you feel are most valuable to your clientele and permit integration with your current e-mail/client communication systems.
What steps does my client have to follow to receive remote support?
Your client’s first port of call to get remote support is to visit the custom knowledge base available on your remote support site. Here frequently encountered problems can be solved step by step, allowing your clients or users to support themselves, thereby reducing the number of actual support calls.
The client can contact your support operators via one of a number of communication channels, including LiveChat sessions, e-mail or telephone. The operator can then e-mail the client an access code which will allow the operator to provide remote assistance. All clients, irrespective of platform, device or type of connection, can be assisted through your remote support software.
The operator diagnoses the issue either by taking remote control of the device to analyze the incident, sharing the desktop and walking the user through the issue, or simply by observing the client demonstrate the problem they are experiencing. On-demand diagnostic information is also readily available to the operator at the click of a mouse. The remote support software can quickly pull up statistics such as Operating System Version, service packs installed, free memory or hard disk space available, etc.
The operator resolves the issue without leaving their desk. Files, patches and scripts can be uploaded to the client computer via the remote support software. Once installed, the operator can use “reboot and reconnect” technology to remotely restart devices, even if they are unattended. In addition, your remote support solution will allow the operator to use remote drawing tools to explain exactly how they are fixing the issue, giving instructions to the client along the way. These tools, along with video and VoIP capabilities, give your operators an effective way of explaining problem resolution, or even providing remote training.
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