Best Remote Support Software

Remote Support Software Guide

Businesses of all sizes who work with customers on a global scale and manage employees working from satellite locations and remotely have likely had to manage tech support for several different devices and applications. They have seen that offering on-site support can put a strain on their company’s resources.

Remote support software makes it possible for a specialized IT team to identify errors and make corrections on several systems and devices, including mobile devices, laptops, servers, desktops, and more.

There are many remote support solutions on the market. It takes time and energy to choose the right one. Functionality, pricing, and other parameters must be factored in. This guide has been designed to help individuals understand what the best remote support solution is for their needs by providing them with insight to make a good purchasing decision.

What Does Remote Support Software Do?

A person can control and access any device using remote support software. IT technicians use this software to address issues that the end-user is facing. For example, a vendor may sell computer systems along with technical support. Remote support software allows IT teams to configure the devices of end-users, regardless of where they are on the planet.

At its heart, remote support tools give access and control of a remote device to its users. IT and support tech usually perform a variety of functions with the software, like programming unattended and attended sessions to fix devices remotely, performing patch management, software installations, remote printing, file updates, server reboots and re-connections, and execute other commands on the remote device.

When the end-user is on the device, technicians can control the remote device and do things like turn the remote screen black or lock the end-user's mouse. IT and support tech can offer guidance and explanations to the end-user on software usage via screen sharing and co-browsing and access multiple devices and screens remotely during a session.

Benefits of Remote Support Software

• Increased Efficiency: Remote support software allows technicians to provide support to customers without having to travel or physically be there. This saves a lot of time and resources, since technicians can troubleshoot issues remotely and quickly provide solutions. By using remote support software, technicians can also increase their productivity since they don't need to spend time traveling to the customer's location.
• Cost Savings: Since technicians can troubleshoot issues remotely, the costs associated with traveling are eliminated, resulting in significant cost savings. Additionally, since technicians can diagnose and fix problems remotely, they don't need to spend time and resources on costly repairs or replacements.
• Increased Security: Remote support software allows technicians to access customers’ systems and data securely. With its built-in encryption and authentication protocols, technicians can be sure that the customer’s data is kept secure. This helps protect the customer’s data from unauthorized access, theft, and data breaches.
• Increased Customer Satisfaction: By allowing technicians to fix customer issues quickly and conveniently, remote support software increases customer satisfaction. Customers don't need to wait for a technician to arrive to diagnose and fix their issues, and can get their problems solved quickly and efficiently.
• Easy to Use: Remote support software is easy to use and understand, even for non-technical users. It allows technicians to access customer systems and troubleshoot issues quickly and intuitively. Additionally, the software can be used on multiple platforms, making it a great choice for businesses that need to provide remote support services to a wide variety of customers.

Remote Support Software Features

Besides providing remote access and control, remote support software offers other features that are beneficial when conducting remote support sessions. Common features of remote support software include:

• Remote Diagnostic - IT professionals can access information about the report device. This includes the bio serial number, the internal IP address, the device name, processes that are running, installed software, and even logs.
• Chat - This permits agents to communicate with end-users during sessions with real-time responses. This is a great tool for working with other support representatives or escalating a situation to an expert.
• Cross-Platform Functionality - Technicians can start a remote session, even if the end-user does not have the same operating software as the technician. For example, a technician using a Windows computer can remotely control a device using ILS, Linux, Mac, or iOS.
• Video/Audio Conferencing - Some solutions come equipped with web conferencing software functionality that allows agents to speak with end-users through the microphone. Others will allow video conferencing and online meetings to be held.
• Session Auditing and Recording - This feature makes it possible for management to audit support agent's sessions. They can use this feature to guarantee that business compliance requirements are being met and that the agent understands them. A gamut of information is provided, including session details, end-user details, chat transcripts, system information, and a video recording of the entire session.
• Toolbox - Frequently executed tasks are stored here. This makes it possible for support agents to install commonly used patches or files to several systems simultaneously.
• File Sharing - There are two types of file sharing. One option is for the file to be shared by the IT individual directly to the remote device. This allows software to be installed directly. The second type is where a file is sent via chat to the end-user. The end-user can then add the file to their chosen destination at their discretion.
• Mobile Apps - Most remote solutions have been designed to be cross-platform compatible. However, some have reduced functionality when used on mobile devices. It’s preferable to use iOS or Android applications that let agents conduct remote sessions using native apps. This eliminates functionality/usability issues.
• Branding and Customization - Businesses can adjust the CSS of a good remote support software and customize the way tools look and feel. They can change logos and colors. They can change the language of the tool, its functionality, and even add additional tools using plug-ins.

Which Type of Companies Use Remote Support Software?

Before investing money in a remote support solution, a person must know their business needs. Buyers of remote support software usually fall into three categories. Each one will demand something different from a remote support tool.

• Enterprise Organizations - These are large organizations servicing hundreds, if not thousands, of employees and devices. This buyer should focus on feature-rich tools. They want flexibility, functionality, and the ability to integrate with third-party tools.

There are several plug-ins and software bundles that let users expand the functionality of their remote support solution. For example, a popular tool that comes with many remote support solutions is network monitoring software. This feature is key for large organizations that have vast internal networks and server systems that require constant monitoring.

Remote solutions should integrate with CRM software, help desk systems, and project management solutions. A person should want the software to work with anything that their organization uses. This way, they will avoid hiccups when importing or exporting data between different systems.

• Small to Medium-sized Businesses (SMBs) - Small to mid-sized businesses face a big challenge when selecting the right remote software solution. Here are a couple of things to keep in mind:
  1. Many remote solutions charge a one-time licensing fee and a monthly subscription charge. Some businesses are good with just paying the one-time licensing fee because they have their own data center and IT organization to keep their software maintained. Subscription-based pricing is for businesses that need a full-fledged management solution. It is good to remember that pricing fluctuates based on the number of agents assigned to an account. Costs can quickly add up, especially as a business grows.
  2. Small businesses need to look at the functionalities of the remote software they are thinking of purchasing. It is important to avoid paying for functionalities that a business won’t use. Small to midsize business owners should ask a few questions before making a purchase. For example, do they bill clients for their services? Will they need to schedule unattended sessions? Or will this tool be used for online meetings or video presentations?

Remote software can be used for purposes outside of tech support. For example, it can be used as a tool to remotely access an application installed on a different device. It can also create online video presentations and be used to conduct online meetings. There are also related types of software like remote monitoring and management (RMM) software that allows organizations to control their IT infrastructure remotely.

There are many remote support applications that have been specifically designed for niche situations. Remember, examine the functionality of various solutions before making a final decision.

Remote Support Software Trends

1. Increased Adoption: Remote support software is becoming increasingly popular and widely adopted among businesses of all sizes, due to its cost and time-saving advantages. With remote support software, businesses can access and provide technical support for their customers, regardless of their location, without needing to be physically present.
2. Improved Efficiency: Remote support software enables technicians to quickly identify and resolve customer issues, significantly reducing response time and increasing customer satisfaction. It also allows technicians to access a customer's computer quickly and remotely, allowing them to diagnose and fix problems faster than before.
3. Increased Security: Remote support software offers increased security and privacy, as all data is encrypted and only accessible to authorized personnel. This helps to protect customers' data and privacy and reduces the risk of unauthorized access or theft.
4. Greater Flexibility: Remote support software enables technicians to provide technical support from any location and at any time, giving them greater flexibility and allowing them to better accommodate customer needs. This helps to improve customer service and boost customer satisfaction.
5. Automation: Remote support software allows technicians to automate certain tasks, such as updating software and running diagnostic tests, which can help to reduce the time and effort needed to provide technical support. This can lead to increased efficiency and cost-savings.

How to Pick the Right Remote Support Software

1. Identify Your Remote Support Needs: Before selecting a remote support software, it is important to identify all of the features and capabilities that you need from the software. Consider the type of remote support services you plan to provide, the types of clients you will be supporting, and any other specific requirements that you may have.
2. Review Vendor Capabilities: Once you have identified your remote support needs, it is important to look at what type of remote support features are available from different vendors. Be sure to compare the features and capabilities of vendors to determine the best fit for your needs. Compare remote support software using the tools on this page. Sort by features, user ratings and reviews, integrations, operating system, and more.
3. Consider Security and Compliance: When selecting a remote support software, it is important to consider the security and compliance requirements of the solution. Make sure the vendor is compliant with any industry or government regulations and that the software includes the latest security features to protect your data.
4. Evaluate User Experience: The user experience should also be considered when selecting a remote support software. Look at how easy the software is to use, the level of customer support available, and what type of documentation is provided.
5. Compare Pricing: Finally, compare the pricing of the different options to determine the best value for the features and capabilities you need. Make sure the cost of the remote support software fits within your budget.

Who Uses Remote Support Software?

• Home Users: Home users are those who use remote support software in their daily lives to troubleshoot their home computers and other devices. These users may require assistance with software installation, malware removal, hardware configuration, and more.
• Small Businesses: Small businesses often rely on remote support software to manage their network of computers and other devices. These users may require assistance with setting up and managing their networks, setting up security protocols, and maintaining their systems.
• Enterprises: Large enterprises often use remote support software to manage their networks and systems. These users may require assistance with managing multiple networks, setting up hardware and software, and troubleshooting complex issues.
• IT Professionals: IT professionals often use remote support software to help diagnose and troubleshoot issues on their clients' systems. These users may require assistance with hardware and software installation, network configuration, and troubleshooting complex issues.
• Educators: Educators may use remote support software to help teach their students how to use computers and other devices, as well as to troubleshoot any issues that may come up. These users may require assistance with setting up classrooms, software installation, and troubleshooting issues with student computers.
• System Administrators: System administrators may use remote support software to help manage their networks and systems. These users may require assistance with setting up and managing networks, setting up security protocols, and maintaining their systems.
• Managed Service Providers: Managed service providers often use remote support software to provide support to their clients. These users may require assistance with hardware and software installation, network configuration, and troubleshooting complex issues.

How Much Does Remote Support Software Cost?

The cost of remote support software can vary significantly depending on the features and functionality you need. Generally, you can expect to pay anywhere from a few hundred dollars to several thousand depending on the complexity of the software.

If you are looking for basic remote support software, you may be able to find a solution for a few hundred dollars. These solutions usually provide basic features like file transfers, remote access, and chat. They may also include some limited support for multiple users and devices.

For more advanced features such as automated patching, remote diagnostics, and remote control, you can expect to pay more. These solutions may cost several thousand dollars, depending on the number of users and devices you need to support.

For enterprise-level solutions, you can expect to pay even more. These solutions are typically tailored to the specific needs of large organizations, and can include features like data encryption, system monitoring, and more. The cost of these solutions will depend on the complexity and number of users and devices you need to support.

What Software Integrates with Remote Support Software?

Remote support software is designed to provide remote access and technical support to computers, devices, and applications. This type of software is used by IT professionals to troubleshoot issues, provide technical assistance, and even perform remote maintenance. To maximize the effectiveness of remote support software, many organizations choose to integrate other types of software into the system.

One type of software that can integrate with remote support software is remote control software. This type of software allows IT professionals to take control of a remote device, make changes to the system, and perform maintenance from a remote location. This type of software is typically used for remote system management and diagnostics, enabling IT professionals to quickly resolve issues without the need for physical access to the device.

Another type of software that can integrate with remote support software is help desk software. This type of software allows IT professionals to provide customer support services from a remote location, such as answering customer questions, resolving technical issues, and providing updates on the status of their requests.

A third type of software that can integrate with remote support software is inventory management software. This type of software allows IT professionals to keep track of their inventory of hardware and software, including devices, licenses, and software updates. This type of software can help to ensure that the right hardware and software is available when needed, and can also help to detect potential hardware and software issues before they become a problem.

Finally, another type of software that can integrate with remote support software is monitoring software. This type of software allows IT professionals to monitor the performance of their systems and applications from a remote location. This type of software can be used to track system performance, detect any potential issues, and alert IT professionals to any potential problems before they become a major issue.

Overall, remote support software can be used in conjunction with a variety of other types of software to maximize its effectiveness. By integrating other types of software such as remote control, help desk, inventory management, and monitoring software, IT professionals can quickly and effectively resolve technical issues, provide customer support, and maintain their systems and applications from a remote location.