Remote support for businesses and consumers
With remote support, you can move away from inefficient problem-solving and into a future of accelerated issue resolution and minimal downtime.
Things move fast in modern business—to stay one step ahead of your competition, you need to resolve technical issues quickly. Switching to RealVNC® remote support can save you time and money while increasing employee and customer satisfaction.
The benefits of using remote support tools
Faster issue resolution
Reduced downtime
With remote support, users can contact a help desk for immediate assistance as soon as a problem occurs. There’s no longer a need to go through the long procedure of booking an appointment and waiting for help to physically arrive. Without this waiting time, issues can be resolved faster, downtime can be reduced, and productivity can continue as normal.
Lower carbon footprint
With a tech team that uses remote support programs to deliver their service rather than doing it in person, there’s no need to drive around to different sites or offices. What’s more, the fact that user problems are resolved quicker means less computer idling time. All of this adds up to lower your business’s carbon footprint and can go towards green credentials.
Cost-effective
Operational costs
Online remote support systems are much cheaper to run than traditional ones, particularly if you use third-party services. You can access top-quality technical expertise for minimal cost because you don’t have to pay to maintain your own in-house team or support expensive infrastructure.
Travel
Since support agents can assist users regardless of where they are, the costs of travel for support are also reduced.
Improved customer and employee satisfaction
Enhanced productivity
Gone are the days of waiting forever to get an issue resolved. With remote support technology, expert technicians can solve problems as soon as they arise, allowing employees to get straight back to work and keeping the frustration of interruptions to a minimum
First-call resolution
One issue that plagues the old-style phone support system is that it’s not always easy for the user to communicate the problem. Sometimes they leave out crucial details, meaning it takes multiple, long-winded calls to fix. With a remote support service, the agent can take control of the user’s computer remotely, investigate the problem directly, and fix it on the first call.
Proactive security
Monitored risks
Having access to the most up-to-date security features is another huge bonus. You can rest assured that the support team is remaining vigilant when it comes to guarding against risks such as data breaches or compliance failures, ensuring that all your business-critical information is well protected.
Automated updates
Remote computer support isn’t just for ad hoc help requests. It can also be used to ensure that comprehensive updates are regularly installed across your network automatically.
Features of RealVNC’s secure remote support
When you deploy remote technology support using RealVNC’s solution, you can enjoy all its benefits thanks to its many great features:
Reliable performance
VNC Connect uses cutting-edge, high-speed streaming with fully adjustable connections to deliver top-quality remote sessions that you can rely on for first call resolution and reduced downtime.
Powerful security
The best remote customer support and staff helpdesk solutions need top-tier security—and with RealVNC, it comes as standard. With up-to-the-minute encryption and MFA capability, you can relax in the knowledge that data is safe, software is up-to-date, and risks are minimized.
Accessible useability
Accessibility is paramount when it comes to creating remote support applications that deliver for you and your business. RealVNC software supports multiple platforms, including Windows, Mac, Linux, and mobile devices, which helps keep operational costs low. It also has a user-friendly and intuitive interface that is simple to use with minimal training for enhanced issue resolution and productivity.
The two types of remote support solutions
There are two main types of remote support services to be aware of: attended and unattended.
With attended support, the user is present. This type of support doesn’t need specialized software to be pre-installed on the user’s computer as the technician can simply use a one-time session code that the user authorizes for access.
The other type of remote support is unattended, which is when a technician accesses a computer without a user present. This approach is useful for network management tasks, such as regular maintenance and updates, and requires the remote support software to be pre-installed.
Real-world uses of remote desktop support
The RealVNC remote support platform has helped thousands of businesses make their IT support service more efficient. Among them are the brick and tile manufacturer Wienerberger and the world-renowned Royal Shakespeare Company (RSC).
Wienerberger
Wienerberger Poland had a a small IT team of five stretched to the limit trying to service 20 sites across the country. They were looking for a remote support solution that could help make their lives easier and their support service better. They implemented the RealVNC platform and were able to offer helpdesk services to their production and office staff in all locations. This meant that they no longer needed to send broken equipment across Poland to be fixed.
Royal Shakespeare Company
The RSC’s challenge was slightly different. They needed a remote management solution that would enable them to access computers in their London and Newcastle offices, particularly when productions were touring abroad. At the same time, their box office management wanted a way of monitoring the quality of their customer support and maintaining their electronic kiosks.
Luckily, RealVNC proved to be the ideal three-in-one solution. Having rolled out the platform, the RSC saw a huge reduction in downtime related to technical issues and a vast improvement in their monitoring capability.
Remote support FAQs
What is remote support?
Remote support is hands-on tech support that is provided from a distance. Instead of simply talking an issue through over the phone, the tech agents can provide remote support by using specialized software to access the user’s computer. With this access, technicians can easily diagnose and quickly fix issues.
What is remote support software?
Remote support software allows technicians to deliver support remotely. It is the software that allows support agents to remotely access computers and work as if they were physically in front of them no matter where they are.
What is the difference between remote support and unattended access?
Unattended access is simply when one-way remote support can be delivered. It refers to a support agent gaining access to a computer without the user having to be there to authorize it.
Who can use remote support?
Remote support is perfect for help desk teams, customer service representatives, and other IT support professionals.
