If you were sure until now, that good support requires the physical presence of a technician; prepare yourself to be surprised at the enormous amount of benefits that remote support can offer your organization.
Keep reading and get to know them all.
How does the remote support service work?
Before we go any further, let’s define what remote support is.
Remote support stems from the need for users to have access to a helpdesk; that responds to their requests when and where they need it. This resource has had such a positive impact; that it has become one of the best guarantees of quality of service that software solutions providers can offer their customers.
The remote assistance or remote support is a service that allows, among other things, to evaluate, diagnose and repair computer systems; from a remote connection and through the internet.
In the case of software tool vendors, remote support refers to a resource that is provided at the user’s request. This solution allows technicians to access their customers’ systems to provide various services such as tool updates, patch installation or application performance evaluations.
This kind of assistance has been so effective; that nowadays it is used by up to 70% of the companies that offer customer support.
The benefits of remote support for your organization
As selection criteria for an effective software solution, the security of having an after-sales remote support service should be almost as important as the quality of the tool itself. Why? It is because remote assistance can overcome certain on-site support’s limitations.
Remote support has many advantages; among them, we can highlight the following:
The current dynamics of business demands quick responses to any possible issue that may arise in the organization. This is where one of the undisputed advantages of remote support lies; because it allows the customer to contact the helpdesk quickly to request immediate solutions.
In many cases, the correct and complete functioning of an application can be promptly restored by adding a patch, an update, or a configuration change. These settings may be promptly applied by a technician through remote support. In this way, it is possible for organizations to minimize downtimes by reducing the response time required when waiting for on-site support’s arrival.
Remote support allows customers to have access to rapid assistance from any geographical location; with an internet connection. Thus, companies can feel confident about having a service capable of responding efficiently; even in a context where the characteristics of the organization require constant mobility of users and equipment.
Usually, the physical presence of a technician implies extra fees related to the travel expenses. As a result, these charges can significantly increase the final price of the support service.
In remote assistance, on the other hand, the customer’s investment covers only the support service; this involves a reduction of up to 60% of the total cost in relation to on-site support.
Remote support can resolve 90% of IT issues. In the case of the software solutions, there are suppliers that have achieved greater effectiveness by responding efficiently to at least 99% of their customers’ requests.
This is very useful for any organization as it minimizes the need to request the physical presence of a technician.
#5 Knowledge sharing
This service involves real-time interaction. This means that as the technician makes adjustments to a system; the customer can see everything that is happening on the screen. As a result, users in the organization have the opportunity to learn by themselves, how to resolve situations related to the performance of their applications. That represents the guarantee of a valuable service; as it reduces the need for the organization to constantly request support service.
#6 Greater satisfaction
By obtaining faster, more accurate and efficient resolutions; users in organizations can achieve greater satisfaction and confidence in the tools they use in their environment. Thus, remote support helps optimize workflows and ensure better results for the organization.
What should you look for in a good remote support team?
Today, software solution providers that also provide remote support; offer a variety of services customized to clients’ needs. However, there is a basic set of benefits that any remote support team should guarantee:
- A team of experts qualified to offer effective solutions and to guarantee the integrity of your systems after their intervention.
- First Call Resolution Service
- The use of high-quality remote access and encrypted communication tools; to ensure the protection of the organization’s sensitive information.
- Assistance in your language
- The implementation of a learning culture that enables the organization’s personnel to be trained in the use of the tools they acquire.
These elements will guarantee you an optimal level of satisfaction in the acquisition and use of your software solution.
Remember that the provider you choose must ensure the gradual decline of the need for assistance. If your tool is effective, stable; and it requires on-site support only in rare and specific circumstances; that means you made the right decision when choosing your software solution and provider.
Are you looking for total satisfaction when selecting a software solution? Then take advantage of the services offered by GB. Maximize your organization’s performance through our leading software solutions, and our highly efficient remote support service. Contact us for free and quality assistance.