Finding the right remote support platform for your business can be difficult. There is no shortage of options available, each offering unique features that may or may not help you in the long run.
So what should you look for in a remote solution? Here are four key features that every organization should consider when deciding which remote support software to invest in.
On-premises and perpetual licenses are still valid, but when it comes to remote support solutions, you should look for cloud-based ones.
It’s worth taking a moment to assess what this means in practice. When we say something is “cloud-based”, it often means “not on-premise” or “not perpetually licensed” in our minds, but it means more. Some remote support vendors try to sell “cloud-based” solutions that are actually hosted products. That means it’s not running on hardware, nor is it running in the public cloud. Instead, the vendor hosts it in its own data center.
This isn’t inherently bad, but it means you don’t get the scalability, flexibility, and speed benefits of a true cloud-based solution.
Rescue is a true cloud solution, running on AWS, one of the largest and most established public clouds available. This means that uptime is above his 99.9% without worrying about hardware maintenance or having enough memory on the support technician’s computer.
It should be easy to use (for everyone) The last thing anyone wants in a remote support situation is a complex, confusing, and hard-to-use platform. In fact, it should be quick and intuitive to use, both from the perspective of the person requesting support and her IT support person.
It’s important for support technicians to have everything in one place, from establishing remote access sessions to running diagnostics to transferring files. And whether you’re connecting to a desktop, laptop, phone, or tablet, the experience should be seamless regardless of the OS they’re running or the manufacturer.
They also need to be able to work more efficiently, such as being able to handle multiple sessions at the same time through a chat service so that multiple issues can be resolved at once. Rescue, coupled with the ability to work remotely on unattended devices, makes Rescue a key tool for running a more efficient remote support team.
Your platform should be tech-savvy and easy to use for customers and staff who need support. This means clearly indicating who you are connecting with, which is easily achieved through the white label that Rescue provides as standard. Being able to access support in multiple ways, such as a website or an app, is also important rather than forcing people to her one route.
should be safe Security is a top priority for any business in any area of IT these days, and remote support is no exception. After all, with remote support, you invite someone to your computer and, in many cases, voluntarily take over. A breach resulting from a remote support session leading to the exposure of sensitive or sensitive information can be devastating.
Rescue takes security very seriously and uses some best-in-class security practices to ensure that any data that may be accessed is safe. For data in transit, we use TLS 1.2 transport security and AES-256 bit encryption to ensure data cannot be extracted while in transit between support technicians and support personnel.
Two-factor authentication, on the other hand, ensures that everyone involved in the session is who they say they are and prevents malicious actors from trying to impersonate the person receiving or providing the support.
Also layer additional security such as hosting your own PIN web page, controlling how PINs are generated and accepted, limiting access to internal users only, and blocking unwanted traffic. You can also
Running an organization is much more than providing remote support. Even if it is the foundation of your business. If your product is completely standalone, it can be difficult to track when, why, how many times your users or customers have contacted technical support, and whether their issues have been resolved. This fragmented picture of your relationship can lead to confusion, duplication of effort, frustration, and an overall bad experience for everyone involved.
As such, a remote support solution should integrate with other software that keeps your business running, such as CRM and ERP products.
Being cloud-based means Rescue can be easily integrated with leading providers of these types of SaaS (software as a service) platforms such as Salesforce and Salesforce Lightning, Microsoft Dynamics, ServiceNow, Zendesk, Autotask, etc. . This means, for example, you can launch a Rescue session from within the Salesforce Case tab and log all session data in ServiceNow.
Even if your help desk, CRM, or ticketing system isn’t already integrated with Rescue, you may be able to integrate them thanks to the LogMeIn Rescue API.
Remote Support Champion Each business has its own quirks and what works for one business doesn’t work for another. This also applies to remote support, but these four pillars (ease of use, cloud-based, security, and interoperability) are relevant to all organizations when considering which platform to use. should be considered as a priority when Rescue can comprehensively check each of them, so they should be at the top of your list of candidate products.
