Based on experience working with tens of thousands of support professionals in organizations of all sizes worldwide, we have identified the five most important factors to consider when evaluating remote support solutions. We have designed the following guide to help you through the selection process.
Most remote support solutions provide remote control, remote screen sharing and file transfer, allowing agents to perform routine support tasks. But you should look for a solution that goes further and enables agents to perform more advanced support tasks via more sophisticated capabilities.
Now that we’ve outlined the capabilities that help agents work more effectively, let’s address the needs that also affect the end user, or customer.
Whenever an organization adds a new technology, security is a vital concern. Because remote support tools enable access to networked devices that often hold proprietary applications and confidential data, strong security is critical.
As your business grows, your technology infrastructure needs to scale to handle more agents and users without eroding reliability, availability or performance.
Make sure your solution provider is offering real cloud-based technology. As the market continues to trend toward cloud solutions, some on-premise providers may attempt to host their solutions and sell them as cloud-based offerings in an effort to maintain market share. If it’s not a truly cloud-based offering, your customers are sure to deal with slow software, additional hardware maintenance and many other
Additional demands will inevitably be placed on support agents to solve more complex problems with fewer resources. If your remote support solution is lacking in functionality, or if your tool isn’t providing the best customer experience, it’s time to look for more.
LogMeIn offers sophisticated solutions that provide extensive capabilities for support agents and ease of use for end users. These solutions enable agents to address a wide range of problems far more productively while enabling customization, strong security, scalability, reliability and ease of deployment.
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