Remote Support, what is it and what are its advantages?

December 3, 2021

Today, due to Covid-19, work is no longer summarized in an office and our taxpayers can be anywhere in the world. This has made remote support, today more than ever, a reality, as companies now face the challenge of innovating as a result of changes in consumer behavior due to the pandemic.

The need for remote support is increasingly necessary, for this reason, in this article we will talk about what remote support consists of and what its advantages are.

What is remote support?

Remote Support consists of offering the client the possibility of attending to most of their technical incidents using the internet connection, through specific remote control software, this implies a real-time interaction, it means that while the technician is making the adjustments in the System, the client can see everything that is happening.

To implement remote assistance in your company you need 3 essential elements:

  1. Employees need equipment (computers or, failing that, mobile devices) and the internet to work remotely.
  2. A remote support software that can solve technical incidents or perform preventive maintenance functions.
  3. Security procedures that protect customer data.

Advantages of remote assistance

  1. Reduce costs.
  2. It allows the integration of service channels: Remote technical support has several service channels that range from the most traditional, email or telephone, to social networks, chat and frequently asked questions.
  3. It offers a data library: There are databases that organize valuable information, in this way the service agents obtain data about customers, you also find information on recurring problems and their quick solutions. This way, efforts are not duplicated and the care agents offer a consolidated response.
  4. Increase productivity.
  5. It allows you to analyze frequently asked questions and requests to establish priorities.
  6. Expand your reach: This type of assistance allows you to serve customers without the need to physically move.
  7. Facilitates teleworking.

An efficient and proactive technical support team is the perfect complement and remote support technology is the perfect allies. Taking the initiative when implementing new remote assistance solutions can make a difference and improve your business results. With these implementations, the time you save can be invested in monitoring your business processes and predicting possible problems, we are sure that your client will appreciate that you anticipate their needs. If you want to know more about this service and how we can implement it in your company, contact us.

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