What is remote assistance?
Remote assistance technology allows IT professionals to securely connect to and interact with a device remotely, eliminating the need for lengthy phone calls or costly on-site visits.
By accessing a user’s device in real time, technicians can troubleshoot issues, configure settings, and resolve problems quickly.
Remote assistance extends beyond troubleshooting. It’s a powerful tool for onboarding employees or guiding customers through software, providing step-by-step help directly on their devices.
Benefits of remote assistance services
Reduced costs
Remote assistance eliminates travel expenses by enabling technicians to resolve issues remotely. This reduces downtime, minimizes resource allocation, streamlines support, and cuts overall operational costs.
Greater customer satisfaction
Remote technical support resolves issues faster, reducing wait times and improving first-call resolution rates. This streamlined support experience leads to happier, more satisfied customers.
Increased access
With 31% of employers now allowing remote work, remote assistance provides quick access to a service desk from any location. Technicians can efficiently assess and resolve issues remotely, eliminating the need for costly in-person visits and minimizing downtime.
Efficiency and productivity
Remote assistance minimizes downtime by quickly resolving IT issues and ensuring employees stay focused on their tasks. This streamlined approach boosts overall productivity while providing users with the tools to prevent future disruptions.
Knowledge sharing
Remote assistance connects users to experts anywhere, providing support regardless of location. Customers gain timely help, and employees access IT professionals for advice, enabling them to confidently navigate new systems and tools.
Security and compliance considerations
Protecting sensitive data and maintaining user trust are critical priorities for any business. Before selecting a remote access tool, it’s essential to evaluate key security features and compliance measures to ensure robust protection and reliability.
Encryption: Ensure the tool uses end-to-end encryption to protect data during transmission and storage, safeguarding it from unauthorized access.
Access control: Opt for solutions with role-based access control, multi-factor authentication, and secure logins to restrict access to authorized users only.
Compliance: Select remote access software that meets standards like HIPAA, PCI-DSS, and GDPR to protect user data and meet legal requirements.
Audit logs: Look for tools that provide detailed activity logs to identify potential risks and maintain accountability for security events.
How do I enable remote assistance?
The steps for enabling remote assistance will vary depending on your chosen solution. For example, VNC Connect® takes a different approach than other solutions.
Broadly, enabling remote assistance involves forming a connection between the host and technician. To build this connection, you need specialist software.
Once the software is installed, a user generally has to complete the following simple steps:
Sending an invitation to the technician
Choosing between sharing their screen or giving complete control
Terminating a connection once an issue is solved.
Overcoming common challenges in remote assistance
While remote assistance enables significant opportunities, it can also present several challenges. Addressing these challenges effectively is crucial for the success of your remote assistance sessions:
Connectivity issues: Poor internet connectivity can disrupt remote access sessions, making it difficult to provide timely support. To mitigate this, invest in reliable and scalable infrastructure that ensures stable remote connections.
Device compatibility: It can be challenging to ensure that your remote assistance tool is compatible with various devices and operating systems. Choose a versatile tool that supports a wide range of devices, including remote computers, mobile devices, and different operating systems.
User adoption: Encouraging users to adopt remote assistance can be difficult, especially if they are accustomed to traditional support methods. Provide comprehensive training and support to help users understand the benefits and usage of remote assistance.
By addressing these challenges, organizations can ensure their remote assistance solutions are effective, efficient, and user-friendly.
Measuring success and ROI
To gauge the effectiveness and return on investment (ROI) of your remote assistance solutions, it’s important to track key performance metrics. Here are some essential metrics to consider:
Resolution rates: Monitor the percentage of issues resolved through remote assistance. High resolution rates indicate the effectiveness of your remote support.
First-call resolution: Track the percentage of issues resolved on the first call. A high first-call resolution rate signifies efficient problem-solving and customer satisfaction.
Mean time to resolve: Measure the average time taken to resolve issues. Shorter resolution times indicate a more efficient remote assistance process.
User satisfaction: Gather feedback through surveys and monitor user satisfaction levels. Positive feedback reflects the success of your remote assistance efforts.
By tracking these metrics, organizations can evaluate the effectiveness of their remote assistance solutions and identify areas for improvement.
How can RealVNC help businesses provide remote assistance?
RealVNC® provides secure and reliable remote access solutions trusted by businesses worldwide. Micro-2 Inc., an Alabama-based IT company, demonstrates the power of RealVNC Connect.
Micro-2 supports clients using various operating systems and devices. To streamline their services, they adopted RealVNC’s enterprise license, which offers secure cloud and direct connectivity. This allowed them to provide seamless remote assistance while maintaining robust security.
By using RealVNC Connect, Micro-2 significantly reduced travel time and costs while improving client response times. The solution enabled instant device access and simplified support across its diverse client base.
If you’re ready to enhance your business with secure remote assistance, start your free trial with RealVNC today.
FAQs about remote assistance
What can you do with remote assistance?
Remote assistance gives technicians full access to a user’s system, allowing them to identify problems easily. Remote assistance tools also allow screen sharing and can be useful for onboarding.
Which are the best remote assistance tools?
The best tool for your business will depend on your individual needs. First, do you need a tool to support staff or customers? Carefully assess your needs and consider which solution best meets them.
What's the difference between remote desktop and remote assistance?
Both remote desktop and remote assistance provide similar functions. The difference is in the level of control afforded to a user. A remote desktop cuts off control to a user when it is accessed remotely, so the user cannot even see the screen. It’s a tool generally used by people accessing their own computers from a distance.
In contrast, remote assistant technology allows a user to have access in tandem with a technician. This means a user can take over if and when desired.
