Is Your Business Taking Advantage of a Remote Support Solution?

Published on: August 10th, 2014

Not that long ago the term “remote” generally referred to something far removed in space or time. The term was used to describe anything from distant cousins to someone living in a cabin in the middle of nowhere. Definitions certainly change over time. Currently, the term remote is most commonly used in the context of technology. Nearly all household gadgets ranging from our flat screen entertainment units to garage doors openers are operated via hand held remote control devices. In the realm of computers and smartphones there is remote access; remote support; remote desktop; remote iPhones; remote backups, remote monitoring and management; etc. Many of these services and features have enhanced the efficiency of daily life to the point that it’s hard to remember a time before remote technology.

Let’s review what remote support is and how it can benefit your business.

What is Remote Support?

Remote support enables a technical support representative to access an end-user’s computer via a secure internet connection. The technician who is working from a remote location could be sitting in front of a computer across town or on the other side of the country. The end-user permits access to their computer and this enables the technician to diagnose problems, perform repairs and handle updates. Using remote support, the computer never moves and no one even needs to get up from their chair.

Another facet of remote support is screen sharing. Screen sharing enables both the technician and the end-user to have access to the desktop at the same time. On the shared computer screen, the technician types the next steps in the process that guides the end-user through the repair session. It’s almost like sitting side-by-side with a technician who is explaining why you are having a particular computer problem and how it’s going to be fixed. Frequently, the end-user actually makes the repair under the guidance of the technician who supervises the process via the screen sharing function. As consumers, most of us are familiar with on-line “live chat” sessions that help us through a variety of technical questions with products and accounts. You can think of remote support as having a friendly co-pilot onboard helping you with the navigation details.

How a Remote Support Solution Can Benefit Your Business

Remote support offers businesses several key benefits that include the following:

Cost savings can be achieved by accessing IT support only when it’s actually needed. A full time IT staff member is no longer needed. You can eliminate the salary, employee benefits, sick days and vacation time of a full-time IT staff member. You can trade that expense for working with a skilled IT technician as needed. This can be a serious cost savings while receiving top quality on-demand technical service.

Efficiency will be enhanced by using remote support for certain types of repairs. Not every computer problem requires a technician traveling to your location. When a computer problem arises, contact a technician via remote support and the troubleshooting session can begin promptly. This can eliminate appointments, travel and downtime while waiting for IT assistance. Remote support is also easily available when you are working from home or traveling. Don’t get stuck struggling with computer problems during an important business trip. As long as you have internet service, you can take advantage of real-time remote support.

Flexibility is critical because many employees are using not only their office desktops, but also laptops and a variety of mobile devices. The “bring your own device” movement has created greater needs for technical support that is skilled across a variety of platforms. Remote support offers flexibility and convenience, while also delivering secure service and support session audit history.

Is Your Business Ready for Remote Support?

Business owners need to be aware of new IT solutions that can save time, money and resources while increasing the efficiency of their business. Remote support is a strategy that can deliver results and help your business stay competitive. Take control of your business with a remote support solution.

Give your local Computer Troubleshooters office a call today and one of our technology professionals will be happy to show you how remote support can help your business become more efficient.