Tech support needs are continuing to grow faster than many companies can keep up. Companies that still use local solutions are finding that their IT departments are becoming overwhelmed.
While increasing the size of the IT department is one remedy, solutions built on embracing new remote help software solutions are far more cost effective and they are easier to expand as the needs of the company grow.
What is Remote Help?
Remote help is the process of administering IT assistance for software related problems by accessing the troublesome computer over the Web, instead of actually going in person to the computer in question. Thanks to remote help software, the concept of a remote help desk has been established and on the rise in the business world by allowing companies to outsource their tech support.
This tech support can be both for their intercompany needs and to meet the needs of their clients. When a technical problem arises, the customer can access the help desk online and receive remote assistance. The help desk technicians often assist the customer by remotely controlling the troublesome PC and they communicate with the customer via telephone, chat, or even email.
How can Remote Help Help My Company?
One of the most difficult aspects of providing tech support to a large company or large client base is organization. Modern remote help desk companies support their work with advanced incident tracking processes. In this way, technical problems faced by your clients or company develop elaborate histories.
These histories save money long term by eliminating problem sources that the customer can then rectify. In addition, services normally send their customers monthly help desk and phone reports. The customer can use this data to track IT expenditures, evaluate performance, and project growth. Adapting to new growth may be as simple as sending an email.
Additionally, remote help allows companies to offer support during non-peak hours. Twenty-four hour, seven days per week support is something clients demand but that small businesses cannot afford. A remote help desk service is able to pool the needs of its customers and therefore provide 24/7 help desk solutions that would not otherwise be affordable to a small company.