Last Updated on January 30, 2023
Remote IT support software is an essential tool for supporting customers remotely from anywhere in the world. There are a number of factors that contribute to being able to choose the best solution to provide on-demand support. A good place to start is identifying your main purpose for the remote support solution. For instance, you can pinpoint if you need to remotely control an unattended device or support your customers who require privacy and guidance without directly controlling their devices.
You can also make a checklist of the IT tools and features that you think would be most helpful for creating an effective and streamlined remote support experience. Some of the things that could be on the list include how easy it is to establish a connection, what communication options are included, and how robust the remote tutorial tools are for providing instructions.
Depending on whether you need to troubleshoot a physical device or machine, an augmented reality (AR) camera with 3D markers can also help you provide guidance on which button to push or switch to flip (which cannot be done with a phone call).
Here are some of the important things to consider when choosing remote IT support software that has the best IT tools for your customers and business.
Identifying your main purpose for remote support
Some customers and clients that are in highly regulated industries may need to be assured that their privacy and security are protected during any interaction. This is especially true for those that manage confidential and sensitive personal information. In this case, you need to make sure that the remote support solution you choose can protect both your team and your customer’s data.
For this situation, remote support should be based on receiving the permission of your customer before beginning an IT support session. Even after it is given you can assure your customer that you will not be able to view all the data on the device. You can simply walk them through a tutorial without completely controlling the device. This is in contrast to remote control capabilities that would allow you to oversee all the data stored on the device.
After screen sharing begins, your customer can pause the screen at any time if they need to review confidential documents or type sensitive information without being viewed. Being able to visualize remote issues and guide personnel with clear and easy to follow instructions is typically quicker and more effective than phone instructions. This makes remote IT support software the perfect tool for resolving technical problems on mobile devices in the field.
Determining what remote support features are most useful
Figuring out what features are the most helpful for your particular customer support circumstances is one of the most important ways to decide what you need. There are three main questions you can ask to narrow down your choice:
- Ease of use – How easy is it to connect to your customers?
- Powerful communication tools – In addition to voice calls, is voice recording, texting, file sharing, screenshot, and editing included?
- Effective tutorial tools – Can you use gestures to show your customers what to do (such as swipe up and down, point, and click)?
AirDroid Remote Support uses a unique 9-digit code to establish a connection. It includes all the communication tools mentioned above so you can have many more options than just voice calls if your customer cannot talk on the phone. It also provides advanced tutorial IT tools like an AR camera to help your team directly guide your customers in resolving tech issues.
Troubleshooting physical devices and machines
If you need to troubleshoot physical devices or machines, using remote camera with AR and 3D markers is more effective than a phone call for displaying to your customer or client exactly what action they need to take.
By placing 3D markers on the shared screen, your customer on the other side can receive instruction by viewing markers you put on cables or buttons so they know what to do. This remote tool is especially helpful when there is an internal expert onsite that you can directly collaborate with to solve any tech issues.
While there are a number of factors that can be considered when choosing the best remote IT support software tools for you and your customers’ needs, one of the most important is understanding exactly what you are going to be using it for the most. For example, if your customers require privacy when sharing confidential information, ask yourself if the solution will be able to make them feel at ease when using it with your IT team.
Other important aspects to consider are how easy the solution is to use and how interactive you can be with your customers during a troubleshooting session. A good rule of thumb is to sign up for a free trial so your team can test drive the remote IT support software to see how well it fits into your existing infrastructure and to see if it is right for your needs. Sign up for a free 14-day trial of AirDroid Remote Support today.