Elevate Client Satisfaction with Cutting-Edge Remote Support Software in 2024
Businesses today are discovering how remote support software can increase productivity by providing employees with all the support they need when they need it.
Promoting hybrid working, remote support software should be intuitive, easy to use, secure, and accessible as well. Remote access software should also enable remote support, ensuring full visibility into software updates and security threats and allowing for fast IT troubleshooting.
Here at RealVNC, we empower businesses across the globe with secure cloud-based remote support and remote access software to deliver the best IT support.
Advantages of using remote support software
Remote support solutions provide secure connections and cross-compatibility between various operating systems and platforms. It enhances the support experience for both customers and employees.
Using remote PC support software for troubleshooting offers several major advantages.
Speed
When a problem occurs, you look for instant solutions that can be implemented immediately. That’s where remote support systems come in handy. Rather than needing to make an appointment and wait for an expert to be available or even travel to sort out your issue in person, you can contact one on demand, in real time.
Most remote support tools use screen sharing to resolve problems swiftly. This approach minimizes expensive and frustrating downtime. Remote sessions ensure quick resolution of issues so you can get back to work without unnecessary delays.
Cost
Remote access support software has eliminated the need to employ an IT support team for every office location or budget for expensive infrastructure. This slashes the traditional operational costs of maintaining top-tier tech support for your personnel or clients. Remotely solving issues rapidly reduces staggering downtime costs, which can reach up to $25,000 per hour for SMBs. Further, these savings can be passed on to customers, helping you remain competitive.
Accessibility
The best part of remote help desk software is that it makes support readily accessible from anywhere at any time as long as you have a stable internet connection. Whether you’re working on-site or remotely, getting assistance with technical hiccups is just a few clicks away. A good remote support system will be able to help you with everything from PCs running Windows to your latest Raspberry Pi project.
Security
If you’re granting an outside agent access to your device, you’ll want to be able to depend on your security systems. The best remote computer support software solutions will want to provide you with secure remote control features.
In fact, remote support providers can also fulfill businesses’ security needs with routine patching, updates, and maintenance completed by the remote access company’s security experts.
When required, new integrations can even be fulfilled remotely as well. This means security is automated and updated without the company worrying about it.
Satisfaction
All in all, using secure remote support software just makes life a lot easier. Your teams and your customers can get hassle-free solutions delivered instantly.
Remote users are particularly satisfied with the timely support they receive, as it allows for seamless remote desktop assistance and control. An increase in first-call resolution remote support software also increases employee and client satisfaction.
The two types of remote support
Various remote access tools provide support, enabling users to control and troubleshoot computers from a distance. PC remote support can be delivered in two ways: on-demand or unattended.
On-demand remote support
On-demand remote support does what it says on the tin – providing support as and when the user requests it. With this approach, the technician takes control of a user’s device to solve their problem once authorized. For this method to work, the user must be present to grant access to the technician.
On-demand assistance can be completed using remote assistance software that the user has installed already. Also, it can be software that is downloaded specifically for the help session.
During on-demand support sessions, a robust file transfer tool is often used to efficiently transfer necessary files between the technician and the user.
A common way of completing on-demand remote support is for the user to download a remote support app that generates a unique session code. The technician can then use this code to complete access to the device.
Unattended remote support
The second method of remote support is unattended, which is when a technician provides support without the user being present. This method allows the technician to connect to a computer remotely for unattended support.
This method needs the software for remote support to be installed on the user’s device. For example, a company’s tech team will install an agent app on all the systems.
With this in place, a technician can remotely access these computers when needed. Although this can solve individual issues as they occur, it is more useful for routine maintenance.
One such example is rolling out general patches or updates, which can be useful for completing tasks while the device is not in use. Therefore minimizing the downtime needed for computer maintenance.
Useful features for remote assistance software
When choosing a remote support tool, it’s important to consider the most useful remote support software features.
Screen sharing is a fundamental part of remote desktop support software. Technicians can see the device screen as they work, which is a huge part of remote support's efficiency.
It also makes diagnoses and solutions faster; screen sharing lets device users follow along as technicians fix their problems, allowing for a greater understanding that can prevent the issue from arising again in the future.
In some software, screen sharing stops when viewing the other user’s screen. Ensure your remote support software includes remote access and control, allowing technicians to take over devices and easily solve issues.
The ability to interact with remote devices is at the heart of a strong remote support service, so this is a must-have.
Sometimes, an issue can only be solved by adding files stored on another device or server. For instance, if the problem comes down to a corrupted or outdated file or if you’re unlucky enough to have malware lurking on your system.
In that situation, it’s crucial that your remote access software features a fully secure file-sharing capability.
If devices used by your team or clients must be updated remotely, you need a service that offers unattended access. This feature lets a support technician access a computer without the user being present. It enables remote updating or patching on individual devices and is also useful for connecting to unattended servers.
Sometimes, a problem is so complex that it needs a team of people or at least a second pair of eyes. In this case, a support technician will need to call on a colleague or superior. Remote assistance software that offers session sharing allows this, broadening the range of issues that can be fixed at a distance.
Multi-monitor support in remote support software allows technicians and users to view and interact with multiple screens connected to a remote computer.
This feature is essential for providing effective and efficient support, especially in professional environments where multiple monitors are commonly used.
Why you should choose RealVNC’s software for your remote support solution
RealVNC®’s feature-rich remote access software provides a host of benefits that allow users to enjoy smooth, secure, and satisfying remote support. It also supports mobile devices, enabling users to control and access mobile devices from a computer for tasks such as in-session chat messages, remotely monitoring, and troubleshooting.
Ease of use
Deliver instant customer support in real-time, on any device, anywhere. The VNC® Connect platform gives you full control like the driving seat. With full support for every operating system, including Windows, macOS, iOS, Linux, FreeBSD, Raspberry Pi, Chrome OS, Windows Server, and Android, it couldn’t be easier to establish a truly comprehensive remote support environment for your business.
The single consolidated platform offers a simplified support setup by eliminating the need to maintain multiple solutions – allowing you to concentrate on delivering the top-quality service your clients deserve.
Reliability
Any remote customer support solution worth the name has to meet a gold standard of reliability. Your customers may turn to the competition if you cannot deliver the promised support. RealVNC is a reliable choice, backed by a 20-year track record of providing top-tier customer service to over 90,000 satisfied enterprise clients. Rest assured that you’re in safe hands.
With auto-adjusting connections and high-speed streaming, RealVNC consistently achieves 99.9% uptime, providing a connection as close to in-person every time.
Security
RealVNC uses the most up-to-date security features, including 2FA and 128- or 256-bit AES encrypted connections, to ensure that all your data remains completely safe. It begins with the RealVNC philosophy: every connection is treated as if it’s created within a hostile environment. That means sessions are never recorded and can never be decrypted. The owner of the remote device always has the final say in who can connect to it.
There’s also full transparency at all times. If any vulnerabilities are detected, they are published immediately and fixed as quickly as possible. In addition, the RealVNC Connect platform supports PCI DSS, GDPR, and HIPAA compliance.
Scalability
When your business grows, you need confidence that your remote support solution can grow with it. RealVNC Connect gives access control to thousands of devices with just a few clicks. You can manage user access at a granular level or define permissions centrally – it’s entirely up to you.
So no matter what challenges your organization faces as it scales up operations, you can relax in the knowledge that your remote support software will be with you every step of the way.
