Learn More About Remote Support Software
What is Remote Support Software?
Remote support software is software used by IT technicians to provide real-time support to both internal and external users’ computers and other devices from a remote location. It utilizes the internet to connect to computers and devices at any location to perform both troubleshooting and administrative tasks.
These platforms leverage remote access software to give instant access to IT technicians from any place, at any time. During a remote session, the technician can take the charge of the remote system and perform the intended tasks.
With many employees working remotely, it is challenging for IT technicians to provide in-person assistance. Remote support solutions make it easier for both parties to keep the systems updated and risks at bay. The purpose of the software is to ease the overall process of troubleshooting and maintaining both company and end-user devices.
What Types of Remote Support Software Exist?
The types of remote support systems are usually determined by whether the end user is present at the remote device during a session provided by an IT technician.
Unattended remote support
Unattended access is when an IT technician can connect to a remote device without the presence of the end user. To make this possible, support teams deploy an agent app on all the remote devices. IT technicians can connect to any remote device at any given time using this agent app.
Attended remote support
This type of remote IT support is often referred to as on-demand or ad-hoc support. It is a type of support where the end user requests assistance from the support team. Unlike unattended support, this type of software does not require any prior setup. Methods of authorization vary in different solutions. In this type, the end user needs to generate a session code. Then it is shared with IT technicians who help the team gain access to the end-user device.
What are the Common Features of Remote Support Software?
Remote support software has reformed the IT support industry in more ways than one. While in a session, a technician can always access the remote device using these tools. To provide enterprise-grade support to the customers remotely, below are some must-have features in a remote support solution:
Remote access and control: This feature forms one of the basic requirements of any remote support system. It helps the technician view and control remote devices. Remote diagnostics can also extract information about remote devices, including device name, IP address, event logs, and running processes.
Unattended remote access: This feature allows the technician to access the client’s device remotely even without the end user present. Without unattended access, the client needs to perform the simplest of the functions like software updates. This can be inconvenient for both technician and the client. Technicians can also perform maintenance when the end user is away from the device to minimize their idle time.
File sharing: This feature helps in solving common issues like replacing outdated files, corrupt files, and files containing malware. It also makes it easy for the technicians to access files on the remote computer. There are generally two types of file transfers: first, the IT technician transfers files to a remote device. This allows the software to be installed directly. The second type is when the file is sent to the client via chat and then the installation can be done by the client himself.
Multi-monitor navigation: Multiple screens can be viewed using the same screen setup. During a remote IT support session, accessing multiple screens connected to a remote system could be a challenge. This feature allows instant sharing of data between monitors which can reduce the session time significantly.
Screen sharing: This feature allows sharing the screen of the end user to other IT technicians or support team members if required. It also helps technicians add annotations to enhance support or training processes.
Security: With the current advancements in technology, there is always a threat of customer data getting attacked by cybercriminals. It becomes necessary to have built-in security features. This provides users a secure remote access to the systems.
Branding and customization: Remote support solutions coming from a well-known brand are always preferred by organizations. This provides a sense of trust amongst clients, and customization makes the use of remote support software feasible.
Visual communication options: Part of the frustration with remote IT support comes from not being able to physically indicate things: one cannot point to a part of the screen, and gesturing doesn’t help either. Remote support solutions offer visual communication options like chat, annotations, and pings so that even if the user and support personnel aren’t in the same room, information can be communicated effectively.
Encrypted viewership: The user who is on the receiving end of remote assistance can attest to the experience of feeling vulnerable. Another user using their device, with full remote access to their data, using their device almost freely. Remote support software offers data encryption so that the connection is secure and no data is misplaced.
Cross-platform support: Managed services providers (MSPs) usually have a huge customer base. It is crucial to have a cross-platform support feature in the remote assistance software. At the minimum, it should support Windows, Linux, and macOS devices. Ideally, remote support tools should also support iOS and Android mobile devices.
Session recording: This feature helps the users record and store sessions for training activities. It can help hire new technicians in IT teams quickly and easily.
Other Features of Remote Support Software: Advanced Security Features
What are the Benefits of Remote Support Software?
With advancements in technology, the need for installing remote IT support software is also on the rise. The software benefits both the admins and the users in the following ways:
Saves time: Remote support solutions support analysts and administrators who no longer need to physically go from desk to desk or location to location to provide troubleshooting and administrative assistance.
Saves cost: The cost of employing on-site support teams for every location serviced can add up quickly, especially when different locations require technical support at different rates. Remote support software allows companies to centralize their IT support teams in one location that can serve every user, saving the cost of keeping support staff on site at every location.
Increases support efficiency: Because devices can be accessed remotely at any time, troubleshooting and administrative tasks can be performed either at the convenience of the user or while the user is away, which can prevent disruption to daily workflow.
Streamlines remote work for employees: Due to the COVID-19 pandemic, many organizations have switched to remote work. With remote access, employees can work safely on any device, platform, or network. Remote desktop functions allow them to remotely access important files and share their screen for online meetings.
Helps maintain a ticketing system: Allocating docket numbers to each query has a huge impact on customer service. It helps in tracking and solving issues at the earliest. This ultimately helps in achieving customer satisfaction.
Who Uses Remote Support Software?
With more people working from home, tools that support remote work have become increasingly important for many organizations. With the future workforce becoming decentralized, here are the types of users of remote support software:
IT technicians: They are the internal users of remote support systems. They use this software to assist other staff members of the organization internally.
Customers: For the companies that supply the remote support software, customers are the external users of the software.
Software Related to Remote Support Software
Related solutions that can be used together with remote support solutions include:
Remote desktop software: It allows technicians to connect to the other device in a remote location. Remote support software facilitates this further, providing more extensive functionalities designed towards helping users and performing troubleshooting, maintenance, and other administrative tasks on those desktops.
Help desk and service desk software: Remote support software pairs extremely well with help desk and service desk software for IT support teams. Help desk software helps provide a customer with information and support regarding a company’s products or services. The inquiries are submitted using multiple channels including email, phone, or social media. Service desk software provides incident tracking, user connectedness, and even knowledge management, where remote support solutions then come in to help support analysts provide the user with the assistance they require.
IT management software: Remote support software will generally be paired with, or even rolled up under IT management solutions. While remote support solutions can function as standalone products, pairing them with IT management solutions can diversify their use cases and help companies offer a greater depth of service.
Challenges with Remote Support Software
This software solves many issues of IT assistance. However, it inevitably comes with its own challenges. Below is a list of commonly witnessed challenges within remote support systems:
Connectivity issues: Because the support in this software occurs entirely through an internet connection, connectivity issues can end up bottlenecking the support experience. If implementing a remote IT support solution, users must be sure that network connectivity for the end user and support technicians can be maintained to the best possible standard.
Hardware dilemma: What if the issue isn’t the device’s software, but a physical issue with the device’s hardware? Unfortunately, remote support software loses capability there. Because support happens remotely and excludes hardware, companies may end up trading quicker software support times for slower hardware support.
Privacy: Taking control of another person’s computer remotely comes with a certain privacy risk. In the wrong hands, losing control of one’s own computer means entirely compromised data on the computer or an entire network. It’s important for companies implementing remote support tools to utilize strong endpoint protection software to protect internal devices.
Which Companies Should Buy Remote Support Software?
Small businesses: Since budgets are a constraint for small businesses, maintaining a large IT support team is a challenge. With a small team, assisting all employees in person is difficult. This is where remote support software plays a major role. It lets one technician manage multiple tasks concerning remote devices.
Enterprises: Enterprises have a large number of employees. With a different setup, such organizations need a varied set of features with their system. With branding and customization, it is possible to get a whole new version of any remote support software.
How to Buy Remote Support Software
Requirements Gathering (RFI/RFP) for Remote Support Software
Before starting to look for a suitable remote support solution, it is important to understand the needs for which the software will be used. Internal uses of the software could be limited to the staff of the organization, whereas external uses could help serve clients at remote locations. It can also be interesting to know which devices the software supports at the organization.
Compare Remote Support Software Products
Create a long list
This is the stage when the organization can have a look at different vendors offering various features. Making a long list of vendors helps in distinguishing the software closely matching the requirements.
Create a short list
After the team understands the offerings by all the vendors in the list, the best fits are shortlisted. This gives the team a better perspective for evaluation. The shortlist can also be created based on factors like the user friendliness of the software, security provided by the vendor, and types of customer support available (live chat, mobile, Twitter).
Conduct demos
Demos are a great way to verify the offerings promised by the vendor on paper versus actual implementation. Demos can help provide the technical team or the team who will use the software an understanding of how the software works.
Selection of Remote Support Software
Choose a selection team
A winning team would usually consist of a security expert to decide on the ease of use of the software, IT technicians who would be handling the software, a legal team for the contractual agreements, and finally the decision makers of the organization.
Negotiation
Depending on the budget that is allocated at the beginning of the remote support software buying process, the team can discuss the price range with vendors. The software comes in licensed prices which gives companies a scope to negotiate since the pricing goes per user.
Final decision
This is the final but the most crucial step of the remote support software buying process. The team decides to purchase the software that provides the highest value and lies in the best interest of the organization. While doing so, it is recommended to inform the vendors that have not been shortlisted about the organization’s decision of going ahead with other vendors.
What Does Remote Support Software Cost?
There are different models of remote support solutions, depending on which the cost is determined. The cost of the software depends on factors like the number of users, technology complexity, number of apps supported, and number of locations.
Return on Investment (ROI)
A major concern of most small companies is meeting vast industry-specific IT needs. In such times, investing in buying a remote support software could prove a real challenge. However, looking at the returns that the solution provides makes it easier to make buying decisions. Depending on the needs of the organization, remote support software usually comes in two models: the break-fix model and managed IT services.
Remote Support Software Trends
Clientless remote support
With remote support software adopting the Internet of Things (IoT), Artificial Intelligence (AI), and Machine Learning (ML), the technicians will be able to use the software with ease. The algorithm trained to take the actions when required should eliminate the need of the end user being present at the device while the assistance is being provided.
