What Is Meant By Remote Tech Support?

Technical support is the back bone of any product or service offered by the organization. As the world grew up to a computerized society, the need to solving computer issues effortlessly became a necessity. The different means of technical support offered include phone support, chat support, email support, support in person and remote tech support. Out of all the various support systems in place, remote technical support via internet is the most preferred one by the customers.

Remote technical support involves linking to the problem computer via internet, diagnosing the problem, experimenting with possible solution steps, fix the issue and verify the solution stability. The support engineer uses the desktop sharing software to get access to the trouble computer. The software enables you to take control of the remote computer and can coordinate the support engineers mouse clicks and key strokes with the problem computer.

Earlier it used to be a tedious job to carry your device to the local support store to fix a software issue. Now it takes less than half an hour to fix a software issue with the help of remote technical support. The limitations of other means of support are very much resolved by remote tech support. Unavailability of internet connection would be the only situation in which one cannot make use of remote technical support for a software issue with the computer. Health check of the system, virus removal, mail client troubles, scanning for spyware, software upgrades and new application installations are some of the most commonly handled issues in remote technical support.

The cost involved in getting a support person on the site is saved with the help of remote technical support. In phone, chat or email support, if the customer is not a technical person, the support engineer would have to put it in the simplest manner and even then it’s not necessary that the customer would be able to perform the steps depicted. Remote support solutions make the procedure run in a much smoother way rather than spending hours on the phone or chat. Email support system has always been condemned about the turnaround time. The explanation given originally by the customer will not be enough for the engineer to spot the issue. Therefore another set of questions would be send back to the customer which will give some insight about the issue faced by the customer. Even then it would take a lot time to make the customer perform the required technical steps to resolve the issue faced. In remote support solutions, all this hassles are overcome as the engineer has straight access to the problem computer and perform the required resolution steps either in the customer’s presence or absence.

Remote technical support can only be used to fix software related issues, and only if internet is available. Unavailability of internet being the only constraint, remote technical support is more favored owing to its reduced time and cost involved. Remote technical support is one of the most easily and hassle free troubleshooting method.

Tips for Selecting the Best Helpdesk System

Customer gratification is the key to success of any business. Customers are often disgruntled by the long hang around time in response to their queries and miss-communication during a ticket processing. Helpdesk software is very much useful in retaining customer relationships. It presents proper tracking system for the client concerns and offers precision while the ticket is transferred from one level to the other and guarantees all these activities stick to the schedule. Ease of managing the customer issues, single source for any customer information or support, better understanding of user requirements and even flaws in the product or service and on top of everything cost effectiveness of using a helpdesk software is huge.

Depending upon the type of business the helpdesk software has to be selected. Ease of use, flexibility, compatibility, adaptability and last but not the least affordability are few points to be looked on while selecting the helpdesk support for your business.

There are two types of helpdesk applications available in the market, one that can be installed on the local machine and web based solution. Choice depends on the type of business and the range of customers being handled. While scheming the helpdesk script itself, this prerequisite of customer affability should be given prime importance. It’s well appreciated by the customers if the wait time can be reduced in processing a ticket and closing it and also if the number of steps reduced as well.

The helpdesk script chosen should be supple enough to add new features without disturbing the system performance. Its valued if the helpdesk script can run in any platforms without having to install any extra packages. Such compatibility is widely appreciated. It’s essential that the script has to be swift with the surfacing technologies. If you already have a support system in place, the helpdesk script should be watchfully choosed for a smooth incorporation of the app with the current system. Apart from all this, the work force should be able to convey excellent technical support so that the customer issues are swiftly closed.