Remote assistance, also referred to as remote support or remote visual assistance, allows IT teams and administrators to connect and communicate with end-users. This is usually in order to resolve technical problems or automate routine tasks. Companies will use remote assistance software to provide help to a variety of end-users including clients, customers, and technicians, where physical assistance is not viable. It may be that the two individuals are in remote locations and physically unable to get together, or it may be in order to save time and resource.
With the increasing dependence on remote work and digital solutions, managing a diverse workforce and physically disparate technologies has become harder. In response, the market for remote assistance platforms has grown rapidly. These solutions should prioritize security, ensuring end-to-end encryption, and compliance with industry regulations. They provide a streamlined user experience, offering intuitive interfaces, seamless connectivity, and integration with other enterprise tools.
Remote assistance has two main functions:
- Offering support and assistance to users experiencing problems
- Monitoring systems and run diagnostics remotely
Remote Assistance solutions will often have a raft of auditing tools, as well as granular permission configurability, and identity management capabilities. In order to facilitate the remote assistance, it will allow users to share their screen, video feeds, and even take over control remotely. This hands-on approach improves remediation time, thereby reducing downtime. These tools are also useful in scenarios such as software installations, system diagnostics, and providing detailed training.
In this article we’ve identified the best remote assistance solutions available on the market today. In each listing, we’ll explain the products key features and ideal use cases. We’ve then written an FAQ section that covers some of the key questions surrounding remote assistance, how it works, and what to look for when choosing a solution.
Everything You Need To Know About Remote Assistance Solutions (FAQs)
What Is A Remote Assistance Solution?
Remote assistance solutions are software solutions that enable IT teams to access and remedy technical problems remotely. Through the software, IT staff can assist users and fix their issues without having to be physically present. This is made possible through use of live video functions to help, guide, and chat with the user having the issues. These solutions are also frequently used to monitor systems and run diagnostics remotely.
Alongside diagnostics, assistance, and problem solving, remote assistance solutions can also include features like audit tools, identity management functions, and granular permission settings.
How Does Remote Assistance Work?
A remote assistance solution should perform administrative and remediation tasks remotely, create communication channels between users and assistance teams, and allow for full remote access and control of desktops, laptops, servers, and other devices. This is achieved through using remote device/desktop control, real-time chat, screen sharing, and voice or video communication features.
Users experiencing issues can flag a problem with their company’s IT team. A member of the team can initiate a call to help fix the problem or access the device remotely to fix it themselves. Remote support software is often used to address technical issues and enhance security when physical access to the device is either cumbersome or not possible. Staff can access the device, diagnose the issue, then implement a fix.
Remote Assistance Solution Features To Look For
Remote assistance solutions will have a raft of features which makes choosing the ideal solution for your organization difficult. Features such as screen sharing, chat bots, file transfer options are all critical features to delivering a robust and effective remote assistance solution. It is important to ensure these features are pervasive, flexible, and strong.
- Screen Sharing: This feature allows agents to take control of the device’s screen, keyboard, and mouse. Some options can override a user using the device, while other solutions require end-users to give permission before the agent can take control.
- Compatibility: Check to see which solutions supports the devices on your network. Ideally, your solution should be compatible with Windows, Mac, Linux, iOS, Android, and Chromebook devices to be able to provide consistent remote support. If, however, your organization does not use one of these, your solution will not need to have those capabilities.
- Chat Bot: A clear and intuitive chatbot is a prerequisite to any remote assistance solution. The end user’s chat box should be simple and clean, ensuring that the UX is streamlined and efficient.
- File Transfer: Both the IT agent and end user should be able to transfer files between devices easily and quickly.
- Multi-Agent Support Session: While not necessarily a core feature, this feature allows for agents to collaborate on issues with multiple agents able to connect to the same remote device at the same time.
- Session Recording: This feature allows the helpdesk agent to record the support session and then save it as a video file for later use. Usage examples can include training or auditing purposes.
- Voice And Video Support: Solutions should give the option of both voice and video calls for end users to ensure they receive targeted and effective support.
- Screenshots: Your chosen solution should allow agents to be able to take screenshots of both theirs and the user’s devices during the session for future use and record keeping.
- Access: Support agents should be able to view device information such as operating system, hardware, user, and account data. Agents should also be able to send keyboard commands on remote devices and be able to enable and disable clipboard