Remote support is a type of service that allows IT professionals to help end users resolve computer problems remotely. This can be done using software that allows you to take control of users’ desktops remotely or by sharing the live screen. Remote support is always done over the Internet.
Remote support software is a tool that gives IT technicians the ability to access their customers’ information and devices remotely to provide maintenance and support Remote Managed IT Support. Most remote maintenance solutions also provide additional features such as file transfer, remote printing, chat, and screen sharing functions, among others.
These types of tools have revolutionized the IT support industry. It has increased customer satisfaction, decreased the amount of time needed to resolve issues, and even reduced costs.
With this type of product, a technician can connect to a device to obtain information and serve it instantly, from anywhere in the world . Once connected, the technician can take control of the device and perform any task that is needed.
They can install updates, execute commands and know live the situation that the client is suffering from, understanding much more quickly the effect that this is having to achieve a faster and more accurate diagnosis , without wasting time on instructions that clients often do not understand.
Assisted and unattended support
There are 2 categories within remote support:
Assisted Remote Support (on-demand): This is when a customer needs your support immediately. Maybe you were using the service or app and something went wrong. They don’t know what to do and they need help quickly, so they call your support line. The technician will be able to connect to the device and take control. This eliminates the need for the technician to travel to the customer’s device, and eliminates the inefficient process of asking the customer questions about the problem and trying to explain steps to fix it.
Unattended remote support: means that the technician can connect to the customer’s device even when the customer is not there to perform maintenance or scheduled tasks with the customer.
Remote Support Benefits
These are the main advantages:
Efficiency
This is one of the most notable benefits. This is because it minimizes the time that would have been spent traveling to see a client, so more work is done at a faster pace. The only downtime associated with remote maintenance is connecting to the online remote support product.
Fast answer
It allows technicians to deal with customers who demand an immediate change. This means it’s a good way to resolve sudden problems without waiting for someone in person to investigate the causes or provide certain information.
Economic
It eliminates the wear and tear of transportation logistics, which reduces costs and therefore improves the offer. Additionally, not commuting means that a technician will have numerous billable hours handled in a relatively short time.
less intrusive
There are customers who don’t like to see technicians, and there are also customers who technicians don’t like to see. In fact, most customers appreciate it when their technology is restored to full functionality without the technician being intrusive.
To conclude, this type of service has made IT support faster, easier and cheaper. It’s something every technology provider should consider offering to their customers.