How to Use Remote Control Software to improve Technical Support Services

PC remote access allows users to connect several computers together and control them remotely from a single location. The computers can be all in the same building, such as an office building, or they can be scattered across the globe. This has various practical uses such as retrieving files from another computer while you are away from home or the office, monitoring a child’s internet activity, and troubleshooting issues on another computer.

Remote Access can help us to assist and watch over friends, family members and work colleagues in a number of different situations. The practical uses of remote control software range from security, education, business applications and technical support.

Remote access can be used for surveillance purposes when used in conjunction with a webcam or an existing security surveillance system. This has a number of different benefits. It could be used as a form of monitoring a child in another room as part of keeping an eye on their internet use. It could also be used as part of a home surveillance system, perhaps as home security or to check on a new babysitter. It may also be used in a business setting to monitor staff or as a security measure.

The most common use of Remote Control Software is for IT professionals to administer technical support to users in different locations. It could be that a user is having difficulty understanding how to complete a particular task or action. The IT professional could simply use remote control software in order to access that user’s computer and show them how to perform the task. The user will be able to see the IT professional’s mouse move across the screen and will learn how to do the task by him or herself next time. The use of remote access has allowed IT specialists the ability to take complete control of other computers in order to troubleshoot problems and resolve issues quickly and efficiently.

The use of remote control software can substantially reduce the amount of time a technical support issue would normally take. If technical support is based in a call centre environment, it can become confusing trying to establish the caller’s level of computer literacy and to figure out what steps they have already taken in an attempt to resolve the problem. In order to cut down call lengths and alleviate the confusion, an IT specialist could immediately use PC Remote Access to take control of the affected computer and begin to immediately address the issues. This eliminates communication problems and can make handling the call much more efficient.

Studies have also shown that rectifying issues via the use of remote control software also results in a much higher level of customer satisfaction. Not only is the problem fixed much more quickly and with less confusion, the customer is also able to watch the issue be resolved on their screen, which often helps them to feel like they have really received assistance. In the customers’ minds, this form of direct assistance is much more worth the money they pay, especially when the alternative is being talked through doing the process by themselves.

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This entry was posted on Thursday, June 23rd, 2011 at 3:22 pm and is filed under General, Technology. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.