Enterprise Software

Which Web-based remote support tool do you use? Take the poll

Which Web-based remote support tool is the best solution for both the support professional and customer alike? Take the poll and join-in on the discussion.

Which Web-based remote support tool is the best solution for both the support professional and customer alike? Take the poll and join in on the discussion.

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Many support professionals support users over multiple locations. Taking remote control of a customer's desktop is probably the method of preference, since it saves the support tech time and the customer money. And it's certainly a better way to diagnose a problem compared to verbal descriptions given by a confused customer.

Over the past couple of years, I've been in the position of providing remote support a few times, and I've used one of the Web-based solutions to establish that remote connection. But I do it on a sporadic basis and usually as a favor to a friend or relative. As of now, the one I used isn't something I'd call a favorite or a best. But it was adequate for the circumstance.

For the support pros doing it on a regular basis, however, they'd probably need more than just adequate. Here is a checklist of things I'd look for, having been on both ends of the services.

  • Cost is always a consideration.
  • Ease of connection, especially for the customer.
  • Customer comfort -- knowing their computer will be safe.
  • Automated customer support requests.
  • Ability to link from e-mail or a Web site.
  • Voice integration to chat with customers.
  • Recording and playback of sessions.
  • Logging of sessions.
  • Capability to reboot and automatically reestablish the remote session.
  • Fast file transfer.

What else would you add to that checklist?

And out of the many Web-based options out there, in your experiences, which one would you consider the best all-around?

Also, please share your remote support experiences, from either the giving or receiving perspective, in the following discussion.

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