How can you customize remote support tools for your business?

The key is to use native tools with an out of box vendor supported configuration so that it is easy to operate, maintain and transfer the knowledge as in when required. In my experience, custom tools often result in having dependency on a single source of knowledge (internal or external) and retaining that could be very expensive.

First thought when talking about choosing the right tool is: know what you're looking for before you start looking. Avoid getting seduced by bells and whistles that suppliers want to sell you (and users don't even need). So, instead of starting with requesting demo's, try to map out: - where your company currently stands - where it wants to go - what is preventing your company from getting there - search for a solution based on those needs. A tool that can really help in defining user requirements is the Value Proposition Canvas. It's often used for new product development and maps the current pains, gains and jobs to be done by your employees. When you know this, you can search for a tool that matches your users and your ambitions!

Selecting the right remote support tool is crucial for optimizing your business operations. Begin by identifying your specific needs and objectives. Consider factors such as the size of your team, the nature of your business, and the technical requirements you have. For a seamless and efficient remote support experience, integrate your chosen tool with your existing business systems. This could involve connecting it to your CRM software, ticketing system, or other relevant platforms.

Customizing remote support tools are just like customizing any other company software: -Determine how the tool needs to function beyond its offering or current state. -Engage stakeholders and make a business case for the effort and spend towards customizing the tool. -Get to work and make it happen! This type of process is a complex simplicity, just like most things in technology and is specific to company needs, budgets, and many other factors. That said, the process is fairly straight forward and as long as one engages with the appropriate people that have the proper authority, a little ambition goes a long way in customizing technology to work better for any organization.

Optimize remote support tools for improved user experience and streamlined operations. Key considerations: Branding: Integrate company branding into the interface for a consistent brand experience. Accessibility: Offer multilingual support and multiple connection options for diverse users. Security: Implement robust data encryption, stringent access control, and regular security audits. Enhancements: Integrate self-service resources, secure file transfer, and remote desktop control. By tailoring remote support tools, you can elevate customer satisfaction, boost team productivity, and enhance the overall support experience.

What AI writes these things? Is someone going to buy a tool and not configure the settings? Alternate text for this article: The next step is to identify how you will be using the tools and the settings required for those use cases. Identify things such as what language(s) you are supporting, how security will work (are accounts required? does it support 2FA? etc.), what types of functionality you are using (video, audio, chat, file transfers, etc), and anything else that you can think of (down to the replacing the default logo and color schemes with appropriate organizational ones. Once you have identified all the requirements they need to be implemented in the software either by your organization or via vendor professional services.

Bei einem homogenen Netzwerk ist es einfacher, auf Bordmittel zurückzugreifen. Das macht manchmal mehr Sinn, als ein Drittprodukt einzuführen. Wenn das Netzwerk VPN-gesichert ist, spricht aus meiner Sicht nichts dagegen.

Any new tool, must be fully integrated into the Corporate TIC just being an isolated subsystem. External look and feel is not so important.

El perfilamiento de usuarios es importante, de hecho el personalizar perfiles con colores diferentes es muy útil. Podría mejorarse la seguridad con un flujo de aprobación de privilegios.

When customizing and setting up your remote support tools, prioritize user-friendliness. A tool that is intuitive and easy to navigate will enhance overall employee experience and streamline any processes. Consider conducting user feedback sessions to continuously improve the tool's usability, ensuring it remains an effective asset for remote support in your business.

Auch hier gilt aus meiner Sicht: Selbermachen wenn möglich. Es gibt interessante OpenSource-Lösungen z.B. die Nachfolger und Forks aus ChunkVNC.

Standard tools are good, but it's always better to tweak their results(i/p and o,/p) as per project needs and organizational norm

Even though it might not sound as the most 'sexy' step, integration plays a major role in the adoption of a new system. This determines the ease and flow that the user will experience. And thus, if they will use the new tool. Integration is where the worlds of business, IT and data come together. My main recommendation here, as in all integration projects, is to make sure that all 3 expertises are represented in this part of the process. - business to determine what data is needed in which parts of the systems (based on their processes) - data to help determine and set up the data flow (incl determination of source systems, transformations, etc.) - IT to build the required APIs/SDKs - business & data to help test and validate the results

Integration is critical to success. Tying in with your CRM and support systems can allow other teams (such as sales) to easily understand how things are going with different customers (especially important at renewal time). In addition to the stuff listed think about things such as identity management (how are employees going to log in to the system) and if you are using SSO or some other approach.

Die größte Unsicherheit von Systemen, findet man an Schnittstellen. Was für ein geiler Vorschlag, noch mehr davon zu schaffen, die es dann sicher zu halten gilt.

Yes, Integration is fundamental. The most integrated means less effort to deploy and use it, avoiding isolation and extra complexity.

die integration in andere Systeme ich ein wichtiger Punkt für eine Lückenlose Dokumentation, gerade im Zusammenspiel Ticket und Abrechnung

I agree your users must know HOW to use the tool. But I've learned to also always include the WHY in training. Why should they use this new tool? Even though it may end up saving them time, in the beginning it requires effort. It requires learning a new way, and letting go of what they're used to. That doesn't automatically spark enthusiasm in everyone. Let alone when the new tool DOESN'T create value for the users directly. But instead, the value of the tool is only visible somewhere down the line (with another department). So take the time to not only train which button to push. See training as the moment where you introduce the user to the new way of working including it's value. Share the bigger picture and make them part of it.

Die Mitarbeiter schult man nicht nur, die bindet man mit ein! Ein Remotewerkzeug muss nicht nur dazu dienen, damit Admins den Usern helfen können, sondern auch, damit Nutzer anderen Nutzern helfen können.

I recommend creating distinct training materials tailored to the varying proficiency levels of beginners, intermediate, and advanced users. Additionally, it is beneficial to establish Key Performance Indicators (KPIs) for staff to assess their tool utilization performance and for customers to gauge their satisfaction levels

Teniendo el feedback necesario e indagando constantemente sobre ¿qué mejoras se pueden hacer? se pueden planificar nuevas versiones para constantemente mejorar con la opinión de los usuarios

Parece fácil el trabajo remoto, se pueden agregar alertas en general a los trabajadores, desde : Es hora de una pausa activa hasta no tienes tickets abiertos, podrías aprovechar de leer tu email. Un punto que no vi es: ¿Qué pasa cuando no funciona alguna plataforma?, se debe tener un mecanismo alterno en caso de contingencias

I believed this article is very good if you want to set yourself apart from all other business which only need a generic default set-up. Especially if you are IT support or remote support services or remote training business. I will add "Plan B" steps if the chosen remote control software failed suddenly. Plan B can be manual steps like video call, using genetic version of same remote control software etc.

Of course, understand the environment you are in. Do you need administrative access when you remote into users machines? Can you get the work done through a screen share session in Microsoft Teams? Depending on what products and tools you already purchase, sometimes it could be as simple as cost at the end the day, so you pick what’s the most compatible with what you already have. In my career and when choosing an implement one in my environment, as long as it was a secure option, we picked the most affordable option. Because for us, we just needed to do basic tasks in a remote session for help desk.