![]() ![]() Lets you filter by feature(s) to view only options that meet your business needs, which can help narrow your software shortlist.Ĭonsiderations when purchasing remote support softwareĪlthough many remote support software offerings provide tools to communicate directly with an end user or customer, others are solely designed to allow IT staff to remotely control desktops and mobile devices for the purpose of maintaining your organisation's software and hardware. ![]() Records active support and chat sessions for auditing and training.Īllows support personnel to access a client's system information, such as hardware and software configurations. Transfers files between remote devices during support sessions. Shares the current view of a client's screen with other remote users.Īllows users to chat with remote clients and other users. Typical features of remote support softwareĪllows support staff to control client screens remotely. IT specialists can also use remote desktop control to train users on how to use apps vital to your organisation's operation. By allowing you to access mobile devices and desktops within your own organisation, IT staff can install, troubleshoot, and update software remotely. Remote support software also allows your IT staff to support internal employees. By allowing you to record the entire customer support transaction, support staff can be trained for potential troubleshooting sessions by using real-life examples of how customer service instances should (or shouldn't) be handled. Most remote support software apps provide a session recording feature. Remote support software apps also utilise call-logging, customer survey generation, and integration with customer relationship management software to provide and record critical customer service data. ![]() Remote support sessions can then be recorded in their entirety in order to be used at a later date for customer service, training, or compliance purposes.īy placing the IT specialist and customer in the same virtual space, remote support software allows companies to decrease the turnaround time needed to solve customer service issues. By making use of tools like screen sharing and text chat, IT support staff can assist users with technical support issues as if they were sitting at the same workstation or mobile device as the end user. Allows IT professionals to provide remote computer support to both customers and internal network users. ![]()
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