Four reasons Rescue can be your remote support champion

Finding the precise remote support platform for your enterprise can be tough. There’s no scarcity of choices accessible, every providing their very own options which can or might not be useful to you in the long term.

So what must you be in search of in a remote resolution? Here are 4 key options all organizations ought to think about non-negotiable when deciding which remote support software program to spend money on.

It ought to be cloud primarily based

While on-premise and perpetual licences nonetheless have their place, in terms of remote support options it is best to be in search of one thing that’s cloud-based.

It’s value taking a second to evaluate what this truly means. When we speak about one thing being “cloud based”, typically in our heads this equates to “not on-premise” or “not perpetual license”, however there’s extra to it than that. Some remote support distributors will attempt to promote you a “cloud based” resolution that’s truly a hosted product, which means that whereas it’s not working on your {hardware} it’s not within the public cloud both. Instead, the seller is internet hosting it of their information middle.

This isn’t inherently a nasty factor, nevertheless it means you gained’t get the advantages of scalability, flexibility and velocity that include a real cloud-based resolution.

Rescue is a real cloud resolution, working on one of many largest and most properly established public clouds accessible, AWS. This means there’s no worries about issues like {hardware} upkeep or having sufficient reminiscence on the support technician’s pc, plus uptime will be over 99.9%.

It ought to be simple to make use of (for everybody)

The very last thing anybody wants in a remote support scenario is for the platform to be complicated, complicated or tough to make use of. Indeed, from the attitude of each the particular person requesting support and the IT support skilled, it ought to be fast and intuitive to make use of.

For the support technician, it’s essential to have all the pieces accessible in a single place, from establishing a remote entry session to working diagnostics, transferring recordsdata and extra. The expertise must also be seamless whether or not they’re connecting to a desktop, laptop computer, cellphone or pill, it doesn’t matter what OS it’s working or who the producer was.

It must also allow them to do their job extra successfully, together with permitting them to deal with a number of classes on the similar time through chat providers in order that they can resolve a number of issues directly. Paired with the power to work remotely on an unattended system, this makes Rescue a key device in working a extra environment friendly remote support group.

For prospects or workers requesting support, the platform ought to be simple to make use of regardless of how tech-savvy they’re. This means a transparent indication of who they’re connecting to, which can be simply achieved via white labelling – one thing Rescue affords as commonplace. Being capable of entry support in a number of methods, akin to via an internet site or on an app, can also be essential moderately than forcing folks down a single route.

It ought to be safe

These days, safety is a prime precedence for each enterprise throughout each space of IT and remote support ought to be no completely different; in any case, utilizing remote support is inviting somebody into your pc and sometimes voluntarily having them take over. Any sort of breach ensuing from a remote support session that led to confidential or delicate info being leaked might be catastrophic.

Rescue takes safety very critically and makes use of a number of finest in school safety practices to make sure any information that would doubtlessly be accessed is secure. For information in transit, it makes use of TLS 1.2 transport safety and AES-256-bit encryption to make sure no information can be extracted whereas it’s shifting between the support technician and the particular person they’re supporting.

Two-factor authentication, in the meantime, ensures that everybody concerned within the session is who they are saying they’re and prevents any malicious actors from trying to impersonate both the particular person receiving support or the particular person giving it.

You can additionally layer on further safety, akin to internet hosting your personal PIN webpage and controlling how they’re generated and accepted, limiting entry to solely these inside your firm, or blocking undesirable visitors.

It ought to combine simply with different platforms

There’s much more to working a corporation than offering remote support – even when that’s what your enterprise is predicated on. If the product you’re utilizing is solely standalone, it can be tough to maintain observe of when, why and what number of occasions customers or prospects have been involved with tech support, and whether or not the difficulty was resolved. This fragmented image of your relationship can result in confusion, duplication of effort, frustration and an general unhealthy expertise for all concerned.

That’s why any remote support resolution ought to combine with the opposite software program that retains your enterprise working, akin to CRM or ERP merchandise.

Being cloud-based means Rescue simply integrates with main suppliers of a majority of these software-as-a-service (SaaS) platforms, together with Salesforce and Salesforce Lightning, Microsoft Dynamics, ServiceNow, Zendesk and Autotask. This means you can launch a Rescue session from inside a Salesforce Case tab, for instance, or report all session information in ServiceNow.

Even if the assistance desk, CRM or ticketing programs you employ isn’t a kind of that Rescue already integrates with, you should still be capable of deliver them collectively because of the LogMeIn Rescue API.

Your remote support champion

Each enterprise has its personal particular person quirks and what is going to work for one gained’t work for one more. While that’s as true for remote support as anything, these 4 pillars – ease of use, being cloud primarily based, safety and interoperability – are related for each group and may be prime of thoughts when contemplating which platform to make use of. With Rescue capable of tick off every certainly one of them comprehensively, it ought to be on the very prime of your checklist of candidate merchandise.