Best Remote Support Software

Successful businesses depend on long-lasting relationships with not only their internal customers but also their external customers. The need of the hour is to be flexible and responsive to extend support instantly in real-time. Managed service providers, IT service providers, or helpdesk professionals are often required to connect and control devices from a remote location to resolve any technical issues and automate tasks. The intention is to offer services quickly at reduced costs without being physically present to support them. Businesses into this service can use Remote support software to monitor, manage, fix problems remotely, and enhance customer relationships.

The remote support service can address all the pain points that traditional support services fail to do and integrate well with the modern work environment.  There is various software available in the market for rendering the remote support service, and the choice of software differs from business to business.

This buyer’s guide for remote support software is designed to help business enterprises and start-ups to get better insights on the remote support software pricing, features, and benefits so that they can choose the right software for their organization.  

Customer support weighs as equal as a marketing or sales department for any organization; it is because when a company sells products or services to the customer, they also promise to deliver better customer service or tech support.  The way the organizations deliver support services to customers can have a significant influence on its revenue and brand value.  Strong tech support can help the organization in a myriad of ways.

• Competitive edge: A strong tech support can be a key differentiator for taking the lead against the competitors.  It can decide whether your customers will stay with you or find other alternatives.
• Save maintenance cost:  Efficient tech support can reduce the maintenance time and can save the company’s cost for fixing the issues. 
• Scope to improve product or service:  The tech support agents collect a lot of information while troubleshooting customer issues, and this information can sometimes be very useful in identifying the loopholes in the system.  Eventually, the company can improve its product or service by eliminating the existing technical glitches.
• Retain customers: A pleasant customer experience always promises a long-term partnership with the customer. Since the tech support directly deals with the customers,  their instant remote support and services have a great impact in retaining the customers.  
• Promoting brand:  The support team also represents the brand; their approach for handling customer queries can build brand value.  

Remote support software is a tool that helps IT experts or support agents to access the client devices remotely to provide support and maintenance.  Besides troubleshooting the customer’s issues, it is used for sending updates or installing the applications.  It has helped to reduce the workload from the support executives as they can access the faulty system anytime as well as can coordinate with other agents for resolving the issues.  The organizations that adopt remote support software in their organization can cut maintenance costs and improve customer relationships.

Since remote support service is becoming ubiquitous for most companies, the remote support software ensures that it works smoothly.   The remote support programs can be used as a standalone application or come integrated with IT management tools.

• IT departments
• Helpdesk managers
• Corporate and private firms
• Software vendors
• Managed Service providers

Usually, the remote support software is categorized into two categories,

• Attended or On-demand Remote Support:  The on-demand or attended remote software enables users to avail immediate help to resolve their issues.  The IT technician connects to the client’s device and fixes the issue promptly without any pre-installation.  It eliminates the lengthy process of asking the client about the issue and then instructing them step-by-step to fix the problem.  
• Unattended Remote Support: The unattended remote support gives users additional access to fix the customers’ issues even when they are not available. It helps technicians with issue resolution, patch installation, and troubleshooting non-urgent issues. Primarily, the unattended remote support helps in providing routine maintenance and support to the customers without support agent intervention.

• Do more with less:  One common challenge the support agent faces while working in a customer-centric organization is that they have to respond to customers' queries quickly with fewer resources.  It makes their work quite stressful and inefficient. The remote support software’s ability to monitor multiple screens can help to overcome such issues.
• Customer's higher expectations: The globalization of businesses has connected customers across the world, which has put support agents under pressure to pace up their support services and to handle a massive customer base. The remote support tool can help the support agents manage the enormous volume of customers and prioritize their work based on the complexity of the issues.
• Limitations of traditional methods: The legacy system with an outdated support system like IVR can be a roadblock in delivering efficient and quick customer support.  With the help of efficient remote support programs, the agent can propose a solution through drawings or even by tagging objects.
• Unable to support new technology: The modern workplace demands a fast response to customer queries, and without implementing the latest technology, it is quite challenging to set a responsive support service.  The legacy system lacks the infrastructure required to facilitate new technologies in the support system.  Technology like VoIP in remote support tools can assist in addressing customers’ queries quickly.
• Access irrelevant data: Access to customers’ accurate data is of utmost importance to help customers with their queries.  A gap between support service and CRM can prevent support agents from delivering a smooth customer experience. There must be uniformity in the customer’s data that CRM and support services are accessing.  The customer support software can easily collaborate with CRM tools to gather accurate information about the customers.

So, Remote Support Software can help in overcoming these challenges and in improving customer service.

• Reach global customer base: The businesses are rapidly growing beyond their geographical boundaries, and various technologies are assisting them in making this possible.  Remote IT support software gives business owners the ability to serve their global customer base from anywhere.
• Cost-effective:  Remote support software is cost-effective if the company compares the expense of technician personal visits to the location against the remote support service.
• Access to the latest software:  With remote support programs, it is easy to communicate and receive all the updates on the new release of the software or security patch.
• Easy maintenance and monitoring:  The remote support software features enable easy maintenance and monitoring of any critical issues within the system.  Real-time monitoring can help the technician to spot any unusual activity before it gets out of control. The multi-screen monitoring allows users to keep watch on all the screens at one go, which is useful in prioritizing their work based on the issues.  
• Data backup:  Some remote support software vendors allow off-site backup, so in case if the users are hit by malicious attacks or corrupt their data, the remote support software can restore the data.
• Knowledge sharing:  The best remote support tools give the flexibility to collaborate with other team members to assist in troubleshooting the issues. It not only helps to resolve the issue faster but also enhances knowledge sharing.
• Interruption-free support:  In case if the users are facing any technical glitch, they can reboot the system instantly and reconnect immediately without losing any important aspects of the ongoing session.  The users can even save remote sessions easily on the local computer.
• Easy file sharing: The best remote support tools provide drop and drag features, which makes file sharing on remote support systems easy. 
• Audio/Video calls:  The top remote support software comes with audio/video features, which help users to answer their queries quickly.
• Supports multiple languages:  The best remote support tools come integrated with multiple languages, and the support agents do not have to worry while communicating within the team or resolving issues with their native language.

• Live chat
• Remote printing
• File sharing
• Third-party integrations
• Unattended access
• Screen recording
• Multiple monitor access
• User management
• Support cross-platform
• Customization options
• Support for plugins
• Session audits and monitoring
• Support audio/video calls
• Mobile applications

• Security:  Security is a sensitive subject when it comes to remote support tools. If the hackers somehow succeed in getting access to the system, they can exploit it in many ways. The users have to ensure that the remote support software service provider delivers all the necessary security tools and features to protect the system.  
• Pricing: Pricing is an essential factor for any organization, and requires a thorough understanding of the offerings from the Vendors. There are many variations in remote support tools and could be due to their pricing models, the number of users, and features. A lifetime licensing could be cost-effective than subscription-based pricing in the long run, but when there is a frequent update, the subscription-based model could be more accountable. Prospective buyers have to analyze the tool and also check if there are any hidden or upgrade costs associated with the software.
• Compliances:  Certain industries like healthcare have to follow the necessary regulatory and compliance rules. If they are using a remote support tool, they have to ensure that it is in compliance with the industry’s requirements. The users can ask the remote support software companies about their compliance with industry standards.
• Integration: The IT department would be using the remote support tool more frequently, so the customer support tool must integrate well with the IT infrastructure. Not just IT infrastructure, with the rising demand for mobile devices, the software should also blend well with mobile devices.
• Scalable: The top remote support software is flexible to meet the growing demands of the business. The users should pick the remote support software that is scalable to an unlimited number of devices and users.
• Customized branding options: The branding options can allow users to insert their company logos and match the look of your brand. It reflects the brand and gives a sense of reliability to end-users.  It is recommended that users pick a remote support program that allows customizing the application design.
• Automation: Automation eliminates the need to perform repetitive tasks and reduces task handling time. The automation scripts can automate steps like updating patches, troubleshooting, and installing software. The automation feature can help to respond and resolve client queries quickly.
• Multiple session handling: Remote IT support software enables users to manage multiple sessions and troubleshoot issues simultaneously.  Instead of attending to customer issues on the phone, the multiple sessions handled through remote support tools are quite efficient.
• Unattended access: Some queries do not require the support agent’s immediate intervention, and in such cases, unattended access is critical.  It takes the burden from the attendants and saves their time, which can be used for solving more complex issues.  

Yes, remote support software is secure to use. 

Security is the key concern for any company planning to board remote support software, especially when users give access to their system remotely. The remote support software is the right solution to a digital workspace that strives to deliver better customer support. It ensures that customers get their issues resolved without any hassle or compromising security.  

The remote support software solutions are interlaced with robust security measures like two-factor authentication, permission-based access, auditing and reporting, AES (256 bit) session encryption, etc., that protect the user’s system from unauthorized access. But software alone is not vulnerable to cyber-attacks; there are devices and internet connections that can be exploited by hackers to enter the users’ system. To neutralize such attacks some remote support software service providers offer additional security features like intrusion detection systems, firewall, internet usage monitoring, remote connection security, etc. The remote support software companies implementing robust security features and users following necessary security protocols will ensure that hackers do not intrude into the system.

• AI chatbots: AI chatbots are quickly gaining popularity in support services.  Their self-learning ability prepares them to deliver better support services and reduces the support agents’ workload.  The advantage of AI chatbots is that they can converse in any language, which makes it easy to address any audience around the globe.
• Voice and Video Chats:  Voice and video chat are rapidly becoming the norm in customer support as it does not need any installation or additional plugins. For complex technical issues, face-to-face resolution can be more feasible, and video chats are perfect for providing instant tech support to customers.
• Co-browsing: Co-browsing or collaborative browsing allows support agents to collaborate with customers in real-time.  Unlike a screen-sharing app, the modern co-browsing does not require download, installation, or plugins.  The customer can integrate co-browsing with video and live chats to resolve their issues.  Co-browsing is entirely web-based, which makes it faster and secure for both agents and customers.  The organizations see immense potential in co-browsing combined with video chats.

• Select right remote support service software: There are numerous support service software available in the market, and each of these software offers different features.  It is imperative that users shortlist software that serves their business goal and has high ROI.  
• Reliable internet connection: For effective customer support, reliable and high-bandwidth internet is essential.  A slow internet connection can hamper the communication channel, leading to misunderstanding and spoiling the brand image. The customer who is already in a bad mood due to the technical queries can become enraged if the support agent cannot respond due to a poor internet connection.
• Be consistent:  Support agents have to be consistent and precise in their approach to solving customer’s issues. If the support agent fails to understand the issue during the first interaction, it is possible the agent may see the customer visiting them over and again.    
• Follow security protocols: To carry safe and secure customer support, the service provider must ensure that the support agents perform their operation in a secure environment and follow all necessary security protocols. For instance, taking data-back or updating anti-virus regularly.
• Self-service: Give more control to the customers by allowing them to resolve their problems by themselves.  The support agent can use tutorial videos or guides to help customers troubleshoot issues without any agent intervention. But also ensure that for complex issues options like video or voice chatting should also be made readily available.

The remote support software pricing can vary based on the software vendor’s subscription plan; it can be a fixed monthly plan, one-time licensing, or even by quote. The remote support software cost largely depends on the requirements of the business and the size of the business. However, the average price of top remote support software could be anywhere around $3/month to $110/month or more.

• Remote support system for small businesses or start-ups: Small businesses and start-ups looking for low-cost remote support software can refer to “Remote PC” as an ideal option.  This Remote support software can cost users about $22/year with all the necessary features available; the software can be further cheaper if the discount offers are active.  The other options users can consider is “VNC Connect.” It is one of the best remote support software for small businesses with security features like 256 AES encryption and multi-factor authentication.  In case users are keen about the cloud connections and no installation, then they can choose their higher version.  Both these tools offer a free trial.   The other tools that could help small businesses and start-ups to take advantage of remote IT support software without taking much stress about the budget include Netop Remote Control, dualmon, and ConnectWise Control.  Some tools also offer free versions.  
• Remote support system for mid-sized and large enterprises: Prospective buyers who are looking for features like multi-monitor navigation, session transfer, custom report, reboot and reconnect, then medium range tools are the best options.  “Zoho Assist,” with a starting price of $50/month, offers a rich set of features that could well fit the organization’s needs.  If the users want to spend less then, a tool like “Splashtop Remote Support” is an ideal choice with a starting price of $17/month. The software offers attractive features like drag-and-drop and custom branding. The other remote support software companies that fall in the same segment include GoToMy PC, SolarWinds Take Control, and Fix Me. IT.  There are also enterprise-level remote support systems that offer full-fledged remote support software features. One of them is “BeyondTrust” which offers cloud support services with a starting price of $1995/ year.  The tool can be deployed on any O.S and integrates well with CRM or ITSM. The tool offers a free trial version. The other tool that joins the league includes Rescue and Atera.
• Free and open-source remote support software:  The free and open-source remote support software allows developers to change the source code and churn out new capabilities out of the system while keeping the cost at a bare minimum. For start-ups, the free and open-source support software can turn out to be a fair deal as they have to run a business with a low budget.

GoodFirms is one of the best review and rating platforms for IT solutions. GoodFirms has been listing software from various industries to help companies to mitigate their IT-related issues and conduct business processes efficiently. The platform follows a strict review and rating process to ensure that customers get the best software and allows them to compare various parameters like pricing, features, and service quality. 

The digital revolution of businesses has allowed entrepreneurs to connect their customer base from anywhere and at any time. In order to retain more customers, the business owner ensures they deliver the best IT support service and fix their technical issues quickly. They are harnessing advanced technologies like remote support software that helps them strengthen their relationship with the customers and reduce the loops of technical queries that consume a lot of time and money. If you want your company to promptly answer all the customer queries and render a better customer experience, do not miss the best remote support software list.