Best Practices for Selecting the Right Remote Support Tool
Jimmy has noticed a transformation in the workforce altering end-user expectations and business needs. As a result, he needs to focus on building flexible, simple, and scalable remote support solutions while keeping costs down.
As Jimmy looks to implement the best customer engagement solutions that will give support professionals, like himself, on-demand productivity and provide quick resolutions to his customers, he’s wondering which support tool will be best for his company’s needs.
Jimmy decides to conduct some research that will help him find the best remote support tool to satisfy his needs and discovers a few key areas he needs to focus on to accomplish this. These areas include:
Jimmy needs to look for a solution that will allow agents like himself to perform more advanced support tasks through sophisticated capabilities like quick diagnostics, task automation, unattended access, multi-platform, multi-device support, and integration with other systems.
The tool Jimmy selects must be intuitive enough to help new and less experienced agents get up to speed quickly while providing advanced and powerful capabilities to handle complex support problems.
To deliver consistent branding and make the support solution easier to use, the tool Jimmy chooses should enable him to use his own brand on desktop icons that invoke support.
Remote support tools enable access to networked devices that often harbor proprietary applications and confidential data. Jimmy needs to choose a tool that offers security capabilities like authentication/identification, secure communications and data transfer, agent management, and auditing and logging.
As the company Jimmy works for grows, the support tool he chooses needs to be able to handle concurrent session loads, support more customers and employees, easily add new agents, and deliver reliable connections regardless of load.
Now that Jimmy understands the best practices for selecting the right remote support tool, he’s ready to make sure that the remote tool he chooses is well suited for the needs of his company.
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