Best Remote assistance software

1. The Best remote assistance software
   1.1. Remote support software with access to devices
   1.2. Remote assistant software to access remote desktop
2. What is remote assistance?
   2.1. Key advantages of remote customer support
3. How to choose a remote support tool
   3.1. Types of remote support apps
   3.2. Core capabilities of remote assistance software

ConnectWise Automate

ConnectWise Automate is a modern platform for remote support and management of IT assets.

The product is aimed at small and medium IT teams looking for a way to increase their efficiency. This solution offers seamless ScreenConnect integration, thus allowing techs to provide remote support faster than ever. Thanks to this option, you get the ability to start a ScreenConnect remote control session from the ConnectWise Automate Computer Management screen.

ConnectWise Automate is a convenient way to compile data, audit and manage workstations, servers, printers, etc. What’s more, you can group IT assets by OS, application, or location. The platform is designed for efficient automation of device discovering process, monitoring for problems, and automating action.

✓ Continual updates for endpoint devices with a Patch management feature.

✓ Minimized downtime thanks to Remote monitoring.

✓ Instant new device recognition.

TeamViewer

TeamViewer is a software package that helps control shared computers remotely. Also, it lets users transfer files between PCs, establish video communications, and carry out web conferences.

TeamViewer runs on multiple operating systems, including Windows, Mac OS X, Linux, Chrome OS, iOS, Android, RT Windows, BlackBerry, and Windows Phone 8.

In addition to direct communications, the solution allows creating connections through a firewall and NAT proxy. The tool can be used for free by non-commercial users. And there are also Business, Premium, and Corporate versions.

TeamViewer is an extremely powerful and highly accessible platform where control can be passed from one person to another, whereas in most similar apps control runs on a one-way street. Plus, the solution can be used with or without installation. In the latter case the program works without administrator access rights.

✓ The ability to connect to the computer remotely and get full access to its functionality (including the use of keyboard shortcuts and other);

✓ Intuitive interface;

✓ Gives the ability to easily access remote machines located miles away while staying at home or in another office;

✓ Highly secure data transfer between computers that are protected by a firewall;

✓ Mutual remote access, simple file transfer in both directions;

How to choose a software for remote assistance

The above section highlighted the remote support tools that gained the popularity as highly secure and efficient solutions. However, the list of remote tech assistance services available in the market today is much wider and hence choosing the one that will perfectly fit your workflow can become a really daunting task. Obviously, you will try to do some remote support tools comparison in order to select the best solution for your business or enterprise. And here we provide five important factors to consider before making a choice.

The free trial option

Whether you are looking for a remote support tool for a small business or big enterprise it would be a good idea to first start free trials or sign up for basic unpaid plans of several popular remote tech support solutions. This approach will let you evaluate the functionality and key characteristics of each program. To start, you can test the platforms presented in our review (HelpWire, Zoho Assist, TeamViewer, etc).

Core capabilities of remote support software

The manufacturers of remote support applications are focused on providing their solutions with a dream-like feature list. Below are just some of the basic options you can find in a modern high-quality product.

• Connectivity. First of all, the provider should offer a friendly app that can be easily accessed and used on virtually any device. Then, it should be able to work over the Internet and maintain network connection during long sessions carried out by technicians. It would also be great if the app didn’t require any installation effort to be invested by the user. From an agent’s perspective, a remote assistance platform should support multi-session working and allow access to sessions without admin approval.
• Smooth Sessions. To be productive, a remote support session needs to be visible, controllable, and open for attendance by multiple users. At the same time, your solution should also support non-intrusive sessions that can be recorded locally. This will allow customers to keep files, folders, and real-time screenshots for the future use. As for the operator side, it is nice when the tool offers customizable screen view, so agents can alter it to their purposes while staying in full-screen mode to keep the user fully engaged.
• Easy integration. Another critical criterion is product customization and integration. It’s not rare that a remote support tool needs to be implemented within a particular business project. Customization, in this case, means partial, if not total modification of the app according to your company’s specific requirements.
• Security. One of the first questions on any customer mind is whether they should allow you to access their local data or not. Prior to giving you the right to enter their local system, users usually try to get familiar with the security policy offered by your remote support service.

Most advanced support systems deploy multiple security codes and compliances, like HIPAA, 256-bit AES encryption, PCI, video auditing, passwords, SSL layers, SQLite storage, separate session codes, etc.

• Efficiency
  
  Traveling to customer sites rather than offering remote tech support is generally not an efficient use of your time. The time that could be profitably billed to a client is spent stuck in traffic jams or making return visits to the same troublesome sites. If you offered remote diagnostics you might get away with a short phone call rather than a thirty-mile drive to get the issue resolved. You would definitely get more work done and have the opportunity for more billable hours by adding remote technician support to your customer care portfolio. Some of your clients may need a little education to enable them to use your remote support system, but the time spent in teaching them will be repaid many times over when you can resolve their problems from the comfort of your office.
  
  
• Cost-effectiveness
  
  Changing from an onsite support philosophy to a remote support service can lead to substantial financial savings for your business. First of all, you will not be wasting fuel as you sit in traffic and travel back and forth to customer sites. Less mileage on your vehicle is another advantage that will make it last longer before needing to be replaced. Your auto insurance rates should be stable as there is less chance to get in an accident if you are not spending half of your day traveling to client sites. Other expenses add up over course of a month spent performing onsite support. Using remote support tools let you save on business attire, eating out, and even mobile data plans which all contribute to your bottom line.
  
  
• Client-friendly
  
  Your support model needs to consider the benefits that your customers can enjoy by your use of free remote support software that gives you visibility into your product at any client location. Your customer can now get your support without having to use someone’s valuable time to escort you to the equipment that needs attention. There will be no need for negotiating over what time is best for your arrival. Even after careful planning, you can run into issues when arriving at the client’s facility that can lead to hurried work or less than optimal conditions. Both you and the customer win by the use of remote support software.
  
  
• Multi-tasking
  
  Multi-tasking is pretty much out of the question if you are performing support at a client site. But if you take advantage of remote assistance software you can support multiple customers simultaneously. You certainly won’t be billing all clients fully when using this type of remote access to perform online repair functions, but you will get more done in the same amount of time by having multiple remote sessions open at the same time.
  
  
• Faster response time
  
  By employing remote support into your business model, you will be able to provide your clients with much faster response times when they have an issue that demands your attention. The ability to quickly connect to your client’s site and address the problem can be a determining factor in the customer adopting your solution for their business. The fact that you will offer support in an extremely timely manner can lead to increased business for your enterprise as well as many satisfied clients.