It’s become harder and harder for companies and organizations to respond to all the demands they get for support. Hiring quality people to staff help desks and respond in a timely manner to the avalanche of support questions seems to get more challenging each year. In order to excel at this role, an individual has to be adept at understanding technical issues and has to have good interpersonal skills. They also need tools that will let them excel in their job. A Remote supports software platform can provide the tools that your help desk employees need to conquer their ever-growing volume of calls and tickets.
With this software, companies can improve their agent performance with a single click. Agents can join a session and quickly help both internal clients and external customers address issues and technical questions that have to be resolved immediately. The cloud-native software, which is embedded in industry-leading application suites like Salesforce and ServiceNow, can help boost the productivity of your agents and lead to more satisfied customers.
When remote supports software capabilities and software are embedded in IT Service Management, contact center, or CRM systems it can make for a seamless agent support experience. Help desk personnel can flawlessly assist customers, quickly resolving issues and getting them back to work again.
Support can come in different forms. With one click, an agent from your contact center can help walk a customer through a screen and process. They will be able to use embedded voice, screen sharing, or video calling. This remote technology also helps give your eCommerce agents to use live voice, co-browsing or video to help support and accelerate the sales process.
The Remote Supports software feature of the software allows the agent to have complete control of the end client’s device, and manage it easily. With this takeover functionality, they are able to access Android, iOS, Mac, and Windows systems. The Live meet function lets your agent and the customer easily meet, sharing video, voice, the screen or a mobile camera, all with no download needed.
Another valuable feature, CoBrowse, enables streaming of your mobile app or website in order to improve the client experience. In this case, no additional software is needed for agent or customer. Replay functionality lets end-users record video from the mobile or desktop screen, and then submit tickets on their own time and schedule.
With remote screen meet technology, help desk agents can use a powerful combination of screen sharing, video calling, and remote desktop functions to quickly resolve customer hardware or software issues. All of this work can be done from inside the existing Help Desk ticketing system that your IT group is using.
The remote supports software is launched within the platform, with no downloads or authentication needed. Innovative companies have used this software to, in effect, create their own IT “Genius” tech bar that is always available to provide on-the-spot assistance and support to all of their customers.
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