It's a well-known fact that traditional onsite visits are not always the most efficient model of customer support. Today, IT professionals, as well as their customers, tend to choose solutions which maximally reduce the time, effort, and money investment in technical support. In this regard, remote support service is seen as a rapidly growing trend. In this article, we'll consider the most popular remote assistance solutions that allow controlling and troubleshooting customer systems and devices from a distance.
HelpWire is a remote support software that allows troubleshooting experts to run remote diagnostics and testing of their clients’ systems and hardware, administer fixes for customer issues, and even perform remote preventative maintenance to get ahead of potential issues down the line. The solution supports all types of USB and COM port devices.
How does HelpWire work?
With the software installed on both the technician's and client's machines, it's possible to access any remote device over the Internet. Once a customer connects a malfunctioning device to their computer, this remote peripheral appears in the expert's PC as though it was attached to the machine directly.
The advantages of HelpWire:
If you want to optimize the interaction with your customers and provide them with fast and reliable remote technician support, Bomgar will easily help you do this. Bomgar is a remote assistance solution for leading enterprises.
On the flip side, the solution works only with tablets, mobile devices, kiosks, and ATMs running on Android, iOS or Chromebook. If you need to maintain a USB or serial port device of any other kind, it's better to choose HelpWire, which is not limited by the range of supported devices.
TeamViewer is a solution for remote desktop access that supports cross-platform connections between computers and mobile devices.
Splashtop is a remote support service which lets the supporter and the client:
More than that, all connections, file transfers, and management events are logged by the solution.
To offer remote tech support services to multiple clients at a time, you can also try Rescue by LogMeIn. This remote assistance tool gives a service provider the ability to fully control the machine they're trying to fix and perform tasks as if they were using their client's devices directly.