How do you record remote support resolutions?

1 Choose a recording tool

The first step is to choose a tool that allows you to record your remote support sessions. There are many options available, such as screen capture software, video conferencing platforms, or dedicated remote support applications. The tool you choose should be compatible with your client's device and network, easy to use, and secure. You should also check the tool's features, such as audio and video quality, editing options, file formats, and storage options.

2 Set up the recording

The next step is to set up the recording before you start your remote support session. You should inform your client that you will be recording the session and get their consent. You should also explain the purpose and benefits of the recording, such as enhancing the communication, troubleshooting, and follow-up. You should also adjust the settings of your recording tool, such as the resolution, frame rate, audio level, and watermark. You should also test the recording to make sure it works properly.

3 Record the session

The third step is to record the session as you provide remote support to your client. You should start the recording at the beginning of the session and stop it at the end. You should also pause the recording if you need to switch to another application, handle sensitive information, or take a break. You should also use clear and professional language, ask for feedback, and summarize the steps and solutions that you provide during the session.

4 Review the recording

The fourth step is to review the recording after you finish your remote support session. You should watch the recording and check for any errors, omissions, or improvements that you can make. You should also note down the key points, such as the issue description, the solution steps, the client feedback, and the time spent. You should also delete any unnecessary or irrelevant parts of the recording, such as silence, filler words, or personal information.

5 Save and share the recording

The fifth step is to save and share the recording with your client and your team. You should name the recording with a clear and consistent format, such as the date, client name, issue type, and resolution status. You should also choose a secure and accessible location to store the recording, such as a cloud service, a network drive, or a local folder. You should also send the recording to your client and ask for their confirmation and satisfaction. You should also share the recording with your team and ask for their feedback and suggestions.

6 Learn from the recording

The sixth and final step is to learn from the recording and use it to improve your remote support skills and knowledge. You should analyze the recording and identify your strengths and weaknesses, such as your communication style, problem-solving skills, and technical expertise. You should also compare the recording with your previous ones and track your progress and performance. You should also use the recording as a reference and a resource for future remote support sessions and challenges.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?