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Halp is a conversational ticketing solution for modern teams to capture and resolve internal requests in Slack or Microsoft Teams.
Halp is a conversational ticketing solution for modern teams who are constantly dealing with requests or questions in their communication platform. Stop the hassle of having to deflect to a portal, deal with request overload, or losing track of requests. Turn to Halp to capture, prioritize, manage, and report on requests from Slack or Microsoft Teams. Its used every day by teams including Adobe, GitHub, Slack, ClassPass, and many more.
Its as simple as turning a message into a ticket.
Halp is a conversational ticketing solution for modern teams who are constantly dealing with requests or questions in their communication platform. Stop the hassle of having to deflect to a portal,...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Comprehensive coaching platform for public schools to create detailed records of their coaching effort.
Comprehensive coaching platform for public schools to capture data and reporting. Focus on coaching and growth with a seamless, real-time coaching experience for both coach and coachee. Use customizable report and educator growth portfolios to quickly find and analyze growth patterns. Celebrate growth with badges and microcredentials and transform daily practice with professional learning standards and growth indicators. Personalize support with thousands of professional learning resources.
Comprehensive coaching platform for public schools to capture data and reporting. Focus on coaching and growth with a seamless, real-time coaching experience for both coach and coachee. Use...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Bring your technicians and experts together to solve problems faster and more effectively.
Discover augmented reality-based remote assistance and quickly scale problem-solving guidance, support, and expertise to your factory operations and service teams. Vuforia Chalk combines advanced AR collaboration tools with real-time video communications to connect a field technician with an expert so that they can both see and discuss the situation at hand.
Discover augmented reality-based remote assistance and quickly scale problem-solving guidance, support, and expertise to your factory operations and service teams. Vuforia Chalk combines advanced AR...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Mavenoid enables business to provide remote product support to customers, from installing the product, to using it and troubleshooting.
Mavenoid is an AI-powered technical product support tool which enables business to provide remote product support to customers, from installing a product, to using it and troubleshooting. Mavenoid automates all types of technical support for any product with a chatbot.
Mavenoid is an AI-powered technical product support tool which enables business to provide remote product support to customers, from installing a product, to using it and troubleshooting. Mavenoid...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
MDM solution for Android devices with remote control and device data tracking.
AirDroid Business is a one-stop solution for Mobile Device Management to secure your Android devices, along with remote control and location tracking features.
It helps business, service providers or IT professionals to remotely access, control, secure, and manage these devices in large quantities through a centralized approach.
AirDroid Business is a one-stop solution for Mobile Device Management to secure your Android devices, along with remote control and location tracking features.
It helps business, service providers...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Learning Management System (LMS) designed to organize, deploy and track web-based training content.
WBT Manager is a Learning Management System designed to organize, deploy and track web-based training content. Using WBT Manager to manage your web-based training, you can build your courses from reusable modules of web-enabled learning content or import any SCORM 1.2 or AICC-compliant web-based course, register and enroll your students, set up certification classes, track student progress through courses and certification classes as well as support instructor-led training and proctored exams.
WBT Manager is a Learning Management System designed to organize, deploy and track web-based training content. Using WBT Manager to manage your web-based training, you can build your courses from...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
80legs
(0)
80legs gives you access to a massive web crawling platform that you can configure to meet your web scraping needs.
80legs gives you access to a massive web crawling platform that you can configure to meet your web scraping needs.
80legs gives you access to a massive web crawling platform that you can configure to meet your web scraping needs.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
It is a web based remote support solution for enterprises and SMBs across industries, helping improve efficiency for IT support teams.
Proxy's new Pro 8 remote access software allows for remote access of computers, ensuring the safety and security of your computer. With remote access, a properly authorized technician is given access to your PC to fix any glitches that come your way. The best part? You don't even need to be at your computer. Always-on service means that your computer can be accessed while it is unattended as well as attended, without disturbing the user.
Proxy's new Pro 8 remote access software allows for remote access of computers, ensuring the safety and security of your computer. With remote access, a properly authorized technician is given access...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Our goal is to provide an online ordering solution for restaurant owners. We design a website for you. Contact us to find out more!
iOrderFoods.com goal is to provide an online ordering solution for restaurant owners. We design a website for you, as well as upload your menu, all you have to do is approve the website and your website can start taking orders for you! We don't take a portion of every order like other companies, we have a flat rate monthly. Contact us to find out more information!
iOrderFoods.com goal is to provide an online ordering solution for restaurant owners. We design a website for you, as well as upload your menu, all you have to do is approve the website and your...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Platform for managing online events, virtual meetings with advanced administrative, reporting, collaborative and interactive features
Innovative video communication platform, created by CLIO Srl ideal for the management of "qualified virtual meetings / classrooms" in synchronous mode (Conference and Streaming) in total safety, tracking of decisions and reporting of events with automatically generated digital report.
Recording of the sessions for an asynchronous / repeatable use.
Based on WebRTC and Cloud technology that does not require software or hardware installation outside of a simple browser and a broadband connect.
Innovative video communication platform, created by CLIO Srl ideal for the management of "qualified virtual meetings / classrooms" in synchronous mode (Conference and Streaming) in total safety,...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
A software-platform for the industry 4.0 that makes the collaboration with your service team easier, faster and more efficient.
A software-platform for the industry 4.0 that makes the collaboration with your service team easier, faster and more efficient.
A software-platform for the industry 4.0 that makes the collaboration with your service team easier, faster and more efficient.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
A cloud managed, remote access and support tool that allows users to remotely manage computers over the internet.
A cloud managed, remote access and support tool that allows users to remotely manage computers over the internet.
A cloud managed, remote access and support tool that allows users to remotely manage computers over the internet.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
HelpWire
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Remote support tool that provides tech support through custom GUI, diagnostics, insights, and analytics.
Remote support tool that provides tech support through custom GUI, diagnostics, insights, and analytics.
Remote support tool that provides tech support through custom GUI, diagnostics, insights, and analytics.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Web-based solution that provides customer service through live video, recording, collaboration, annotation and more.
Web-based solution that provides customer service through live video, recording, collaboration, annotation and more.
Web-based solution that provides customer service through live video, recording, collaboration, annotation and more.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Collaboration tools for your website, software or app.
Median offers a type of screen share application known as cobrowsing. Cobrowsing is when 2 or more people join the same browser session. Much like screen share, but without the need for downloads, installs or invites. With Median you can screen share with anyone on your site with just 1 click.
Median offers a type of screen share application known as cobrowsing. Cobrowsing is when 2 or more people join the same browser session. Much like screen share, but without the need for downloads,...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Envimonitor provides remote environmental monitoring software in a data center on any web-enabled device.
Envimonitor provides remote environmental monitoring software in a data center on any web-enabled device.
Envimonitor provides remote environmental monitoring software in a data center on any web-enabled device.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Digi Remote Manager is a remote support software that visually monitor, update and maintain the performance requirements.
Digi Remote Manager is a remote support software that visually monitor, update and maintain the performance requirements.
Digi Remote Manager is a remote support software that visually monitor, update and maintain the performance requirements.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
The purely software-based HOB X11Gate ensures secure and bandwidth-optimized access to Linux/Unix systems using the RDP protocol.
Remote access via the RDP protocol; HOB X11Gate uses the RDP protocol for remote access and converts the native X protocol accordingly, which reduces the bandwidth used and shortens the response times. Server farms can be easily constructed due to remote access sessions for many users.
Freeware for private users
Please note: After installation, a software key is required. To receive it, please send an e-mail with the subject "Free X11Gate" to [email protected] .
Remote access via the RDP protocol; HOB X11Gate uses the RDP protocol for remote access and converts the native X protocol accordingly, which reduces the bandwidth used and shortens the response...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Mobile-first RMM SaaS. Monitor and manage all your servers and networks using your phone.
Remote Monitoring and Management software as a service for MSPs and IT departments. Monitor and manage all your servers and networks using your IOS device, Android device or our web app. Active Directory, Windows Administration, VMware, Hyper-V, Xenserver, Office 365, Google Apps and Microsoft Exchange all support. SSH, Telnet, VNC, RDP, ARD as well.
Remote Monitoring and Management software as a service for MSPs and IT departments. Monitor and manage all your servers and networks using your IOS device, Android device or our web app. Active...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Remotely
(0)
Remote support management solution that helps businesses monitor remote desktops for hardware failures, network issues, and malware.
Remote access, support & monitoring management solution that lets businesses connect & manage remote devices, applications and more. Features include remote access, remote monitoring, automation/scripting, anti-virus and more. Offers various additional features such as customer database & ticketing system, billing and PSA with Direct Debit integration, etc. A complete software solution for any I.T. support company or department.
Remote access, support & monitoring management solution that lets businesses connect & manage remote devices, applications and more. Features include remote access, remote monitoring,...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Built to power efficient Incident Resolution, our Remote Support software integrates SCCM features into your Service Desk.
Remote Support delivers efficient, consistent, and secure remote IT support by leveraging your existing Service Desk and Microsoft System Center Configuration Manager (SCCM) investments. Our remote support apps integrate into your ITSM tool of choice, helping to increase first-call resolution while reducing unnecessary escalations and associated costs. By securely delegating SCCM functionality to Support Teams, Analysts can provide faster problem resolution.
Remote Support delivers efficient, consistent, and secure remote IT support by leveraging your existing Service Desk and Microsoft System Center Configuration Manager (SCCM) investments. Our remote...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Managed Workplace is a security-centric remote monitoring and management (RMM) tool.
Managed Workplace is the first RMM tool to include a built-in security assessment. The platform enables MSPs to quickly assess customers networks, deliver multi-layered security, monitor anomalies, and seamlessly recover data in the event of an attack. With Managed Workplace, MSPs can create comprehensive multi-layered security service offerings and deliver them profitably and efficiently. Further, they can easily demonstrate their value with detailed reporting.
Managed Workplace is the first RMM tool to include a built-in security assessment. The platform enables MSPs to quickly assess customers networks, deliver multi-layered security, monitor anomalies,...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
pcvisit
(0)
Solving IT problems becomes a matter of the heart with pcvisit software.
Our remote support software is secure and highly available.
Solving IT problems becomes a matter of the heart with pcvisit software. Our remote support software is secure and highly available.
Solving IT problems becomes a matter of the heart with pcvisit software. Our remote support software is secure and highly available.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Record, track & report incidents with this web based help desk software.
Record, track & report incidents with this web based help desk software.
Record, track & report incidents with this web based help desk software.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Coview
(0)
Empower your support team with real-time customer screen sharing, screen capture and automatic code-level info logging
Frustration-free customer support for your web app. Coview lets your users easily capture their browser screen (with a screenshot or video) to show you where theyre running into problems. Coviews cobrowsing feature allows your support staff to connect instantly to your customers browser and guide them on their own screen. Coviews debugging feature collects full code-level info and helps you solve more technical issues effortlessly. All this with no downloads or redirects for your user!
Frustration-free customer support for your web app. Coview lets your users easily capture their browser screen (with a screenshot or video) to show you where theyre running into problems. Coviews...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
A cloud-based platform for automated computer system management, monitoring, and remote access.
A cloud-based platform for automated computer system management, monitoring, and remote access.
A cloud-based platform for automated computer system management, monitoring, and remote access.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
TechSee
(0)
Local product
Local product
Provides an intelligent visual platform that receives inputs from any customer service channel.
Provides an intelligent visual platform that receives inputs from any customer service channel.
Provides an intelligent visual platform that receives inputs from any customer service channel.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
No-download, web screen sharing for sales and support teams
Cobrowsing helps you support visitors on your website, just like IT supports you remotely on your computer.
Cobrowsing helps you support visitors on your website, just like IT supports you remotely on your computer.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
imMail
(0)
AI enabled instant messaging & video productivity platform.
AI enabled instant messaging & video productivity platform.
AI enabled instant messaging & video productivity platform.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Hallway
(0)
Schedules breaks for your teams to connect in timed video chat "break rooms".
Schedules breaks for your teams to connect in timed video chat "break rooms".
Schedules breaks for your teams to connect in timed video chat "break rooms".
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
EVAN360
(0)
We are focused on transforming the way we think about connecting students to the resources they need to succeed.
Higher education institutions have comprehensive services designed to enable student success. However, students are often navigating uncharted territory when it comes to accessing these services. There’s friction in the process of finding support, which breeds frustration and creates barriers to academic success in the long run. At EVAN360, we have developed a way for students to connect with the right person to get answers quickly so they can focus on achieving academic success.
Higher education institutions have comprehensive services designed to enable student success. However, students are often navigating uncharted territory when it comes to accessing these services....
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
A solution without installation which makes it possible to assist users, customers or technicians remotely through video assistance.
With a single click, the solution gives the possibility of sending an invitation by SMS or email to a customer or an user. Thanks to the link received, the user shares the smartphone camera with an advisor or an expert who has direct visual access to the problem, as well as on site. During the video interaction, the advisor can use collaborative tools to highlight elements, give instructions to the customer, transmit files or documentation to reach a faster and more efficient resolution.
With a single click, the solution gives the possibility of sending an invitation by SMS or email to a customer or an user. Thanks to the link received, the user shares the smartphone camera with an...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Comprehensive remote support solution for your business or organization.
A single solution for Remote Control, Remote Support and Access, Remote Work and Lab Access. License by concurrent remote control sessions or by FTE (Full Time Employee) site license available.
Remote Lab Access is designed specifically for Higher Ed. customers wishing to provide lab access to students remotely.
A single solution for Remote Control, Remote Support and Access, Remote Work and Lab Access. License by concurrent remote control sessions or by FTE (Full Time Employee) site license available....
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Radmin
(0)
Remote access solution that enables professionals to access and control one or more remote computers.
Remote access solution that enables professionals to access and control one or more remote computers.
Remote access solution that enables professionals to access and control one or more remote computers.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Cost-effective immediate help via smartphone.
Cost-effective immediate help via smartphone.
Cost-effective immediate help via smartphone.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Remote desktop solution that helps businesses transfer files across devices, record sessions, and monitor remote systems.
Remote desktop solution that helps businesses transfer files across devices, record sessions, and monitor remote systems.
Remote desktop solution that helps businesses transfer files across devices, record sessions, and monitor remote systems.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
VoIP solution that helps businesses with load balancing, graphical monitoring, call distribution, video surveillance, and more.
VoIP solution that helps businesses with load balancing, graphical monitoring, call distribution, video surveillance, and more.
VoIP solution that helps businesses with load balancing, graphical monitoring, call distribution, video surveillance, and more.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
SPACE1
(0)
SPACE1 is the worlds first virtual collaboration product combining AR and AI to support technicians operating on field.
SPACE1 is the worlds first FSM collaboration product combining Augmented Reality with Artificial Intelligence and Machine Learning to empower field technicians to perform their activities, using head-mounted displays and wearable devices. By also providing advanced digital work instructions and Knowledge Management features, SPACE1 ultimate goal is boosting both quality and productivity standards, while driving continuous improvement across the organization.
SPACE1 is the worlds first FSM collaboration product combining Augmented Reality with Artificial Intelligence and Machine Learning to empower field technicians to perform their activities, using...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Unified communications solution that helps businesses with instant messaging, call recording, content sharing & other functionalities.
Unified communications solution that helps businesses with instant messaging, call recording, content sharing & other functionalities.
Unified communications solution that helps businesses with instant messaging, call recording, content sharing & other functionalities.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Livecare Support is a remore support software allows you to easily control PCs, servers and mobile devices.
Livecare Support is a remote support software enabling you to connect remotely to computers and mobile devices to carry out remote software assistance operations in a simple and efficient way. For those who are interested in transforming small operations into real business, you can activate contract templates, storing data and invoices of the assistance given in the final report form
Livecare Support is a remote support software enabling you to connect remotely to computers and mobile devices to carry out remote software assistance operations in a simple and efficient way. For...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
AssistBox is an online communication platform for providing remote support in the finance, insurance, retail, healthcare industries.
AssistBox is an online communication platform for providing remote support in the finance, insurance, retail, healthcare industries. It has video conference, authentication, OCR, NFC, chatbot, and remote mobile device control features. Using those features, experts can give service from wherever they are and customers get service whenever they want.
AssistBox is an online communication platform for providing remote support in the finance, insurance, retail, healthcare industries. It has video conference, authentication, OCR, NFC, chatbot, and...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Support the resolution of incidents in real-time and problems registered at the service desk, guaranteeing attention in the service.
Support the resolution of incidents in real-time and problems registered at the service desk, guaranteeing attention in the service.
Support the resolution of incidents in real-time and problems registered at the service desk, guaranteeing attention in the service.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
GlarAssist is visual remote assistance solution that connects teams through a group video call, chat, and augmented reality annotations
GlarAssist is visual remote assistance solution that connects teams through a group video call, chat, and augmented reality annotations
GlarAssist is visual remote assistance solution that connects teams through a group video call, chat, and augmented reality annotations
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
InfoCision is a provider of traditional call center services to advanced training, quality, and efficiency services.
InfoCision is a provider of traditional call center services to advanced training solutions. InfoCision offers call center tools that shorten calls, blend alternative channels, and increase customer satisfaction. Working in and enhancing your existing call center atmosphere, tools pre-fill customer data and demographics, score incoming calls, train call center agents with eLearnings and simulations, measure quality, motivate staff, and integrate SMS self-service options.
InfoCision is a provider of traditional call center services to advanced training solutions. InfoCision offers call center tools that shorten calls, blend alternative channels, and increase customer...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Jetdocs
(0)
No-code portal that serves as the front-end for every internal request.
Jetdocs is a no-code portal that serves as the front-end for every internal request. Any business unit (IT, Legal, HR, Finance etc.) can set up their own workflow templates that employees can navigate to and complete, which are then fast tracked to the right person on the right team for resolution or reassignment.
Jetdocs is a no-code portal that serves as the front-end for every internal request. Any business unit (IT, Legal, HR, Finance etc.) can set up their own workflow templates that employees can...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
RemSupp
(0)
RemSupp is a remote support software, which enables helping your customer via remote session.
RemSupp is a remote support software, which enables helping your customer via remote session.
RemSupp is a remote support software, which enables helping your customer via remote session.
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
PC-Duo
(0)
PC-Duo is a secure, fast and reliable Remote Support software solution for Enterprises.
PC-Duo is a secure, fast and reliable Remote Support software solution for Enterprises. The PC-Duo architecture is uniquely suited to organizations requiring remote control of computers in security-sensitive and mission critical environments. PC-Duo is ideal for secure remote support of conventional PCs, thin client devices and virtualized desktops (VDI) environments.
PC-Duo is a secure, fast and reliable Remote Support software solution for Enterprises. The PC-Duo architecture is uniquely suited to organizations requiring remote control of computers in...
Features
- Real-Time Chat
- Diagnostic Tools
- Screen Sharing Software
- Session Recording
- File Sharing Software
Remote Support Software Buyers Guide
Table of Contents
What is remote support software?
Remote support software allows IT professionals to provide remote computer support to both customers and internal network users. 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. 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.
The benefits of remote support software
- Improved customer service: By 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. Remote support software apps also utilize call-logging, customer survey generation, and integration with customer relationship management software to provide and record critical customer service data.
- Powerful training tools: Most remote support software apps provide a session recording feature. 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.
- Internal IT support: Remote support software also allows your IT staff to support internal employees. By allowing you to access mobile devices and desktops within your own organization, IT staff can install, troubleshoot, and update software remotely. IT specialists can also use remote desktop control to train users on how to use apps vital to your organization's operation.
Typical features of remote support software
- Remote access/control: Allows support staff to control client screens remotely.
- Screen sharing: Shares the current view of a client's screen with other remote users.
- Real-time chat: Allows users to chat with remote clients and other users.
- File sharing: Transfers files between remote devices during support sessions.
- Session recording: Records active support and chat sessions for auditing and training.
- Diagnostic tools: Allows support personnel to access a client's system information, such as hardware and software configurations.
The remote support software directory lets you filter by feature(s) to view only options that meet your business needs, which can help narrow your software shortlist.
Considerations when purchasing remote support software
- Remote support vs. remote access: Although 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 organization's software and hardware. In these cases, customer service features like real-time chat and session recording may incur additional costs.
- Security concerns: Depending on the type of information being shared via remote support apps, it's important to consider industry standards for what can and cannot be shared between users. Using a desktop sharing feature may violate personal or corporate privacy regulations (e.g., HIPAA, DOD) as it could inadvertently expose data between the screen sharer and the remote viewer.
- CRM integration: Many CRM offerings currently have built-in customer support functionality that allows support staff to communicate directly with customers via chat windows and record these transactions as part of a customer service transaction. In many cases, this functionality may eliminate the need for remote support software.
Relevant remote support software trends
- Remote support software will increasingly depend on artificial intelligence (AI) and machine learning to automate customer service: AI is already being used to communicate with users via automated chatbots. Considering that 68% of small businesses will adopt AI in some respect over the next one to two years , expect to see an expansion of its role in the remote support software space. Not only will we see AI engaging with customers to diagnose serviceable symptoms, we will also see AI accessing remote devices to automatically resolve issues in a more efficient manner.
- Remote employees means remote support: Employers and employees are increasingly seeing the benefits of working remotely . As a result, the coming years will see more and more companies of all sizes shifting to a decentralized workplace, bringing new challenges to the remote support sector. Companies must continue to find reliable ways to support a mobile workforce that has become more reliant on the use of integrated mission-critical apps.