Remote Support.

Remote Support: A Long Distance Solution

Solving custo­mers’ issues can be diffi­cult enough, but when computer support staff cannot see what custo­mers see, fixing problems can become impos­sible. That’s where remote support comes in.

There have been times in our lives where describing the solu­tion to a computer problem over the phone has resulted in a tiring, compli­cated expe­ri­ence. However with remote support soft­ware you can avoid such situa­tions and assist others remo­tely, live over the Web via remote keyboard and mouse control during a desktop sharing session. Remote support is an ideal solu­tion for IT support personnel who are looking to assist their clients remo­tely while simul­ta­neously saving them­selves time and money. A relief for both IT personnel and their appre­cia­tive clients.

Remote computer support is a way for a support team to gain direct visi­bi­lity into the problems expe­ri­enced by custo­mers — through the eyes of custo­mers. By employing this remote support soft­ware, a company and its custo­mers can save them­selves time and frus­tra­tion, and instead focus on solving issues quickly and efficiently.

How Remote Support Works: A Real-Life Example

Say, for example, that a customer calls or emails with a tech­nical issue, but he is inex­pe­ri­enced and not very tech-savvy. After emai­ling this customer for more infor­ma­tion, the customer still does not know how to verify their own opera­ting system version or which product version they are using. After the tech­nical team directs the customer to down­load the remote support soft­ware and estab­lishes a connec­tion via a secure code so the customer can share desktop content, the remote assis­tance staff can view and even control the custo­mer’s computer. The remote help desk team can not only get the opera­ting system and product infor­ma­tion they need to address the custo­mers’ problems, but the customer can see and hear what the support staff is doing so the customer can repli­cate the same steps in the future.

Why Remote Support?

Remote support is conve­nient, but what are the advan­tages of such web colla­bo­ra­tion over simple email or phone support?

Firstly as busi­ness soft­ware, a company can use remote support to see ever­y­thing a customer is seeing to elimi­nate user error as a cause of the problem. If a customer is making a mistake, support staff will not only be able to correct the mistake, but teach custo­mers for the future. Second, any changes are instant and imme­diate, as if a remote support team member is sitting right next to the customer. Finally, remote pc access lets the tech­nical team see the custo­mers’ issues through their eyes, letting the company know which aspects of their product are proble­matic for the user and hence giving valuable feed­back and sugges­tions for product improvement.

Any product will always have issues, no matter how minor. Remote support elimi­nates the guess­work for support staff, allo­wing employees to view and solve customer problems without the barriers of phone and email. A solu­tion for custo­mers and compa­nies alike, remote support makes ever­yo­ne’s lives more conve­nient and efficient.

Remote Support for companies of all sizes

A secure and easy-to-use remote support tool provides an appe­aling solu­tion for both small and large compa­nies that can use the soft­ware to assist their custo­mers at any time. In fact you can use a remote support tool as often and for as long as you like. Further­more, with today’s tech­no­lo­gical advances it is easy to use a remote support solu­tion for both the remote support personnel and their clients. The soft­ware is a managed service so there is no need for you to purchase addi­tional hard­ware nor soft­ware. We take care of the entire infra­struc­ture and tech­no­logy of the remote support soft­ware, in order for you to simply down­load and enjoy. With remote support soft­ware at your finger­tips, you will imme­dia­tely gain returns from satis­fied customers.

Remote Support that is easy, secure and fast

With Mikogo you can start a remote support session with just two mouse clicks from your desktop. This provides you with a randomly gene­rated 9‑digit session ID that uniquely iden­ti­fies the remote support session. Without any soft­ware instal­la­tions, your client can join the remote support session using this session ID. A remote support session can only be joined with the specific ID. You are then sharing screens with your client, and via the Mikogo features you can request remote keyboard and mouse control. No need for you or your remote support client to make changes to your fire­wall settings, your network nor proxy servers. Natu­rally, the Mikogo soft­ware employs an inte­grated 256-bit AES encryp­tion to ensure the protec­tion of your data during a remote support session.

To host your own remote support sessions, register for a free Mikogo account and down­load the free soft­ware to get started.