The Remote Support Myth: Can You Really Resolve Everything from Afar?

Only three years ago, we were all witnesses to the transformations brought about by the pandemic. With the rise of remote and hybrid workplaces, many companies have had to switch to online, to continue supporting their customers.

And getting used to the "new way" of doing things has been a rough road...

Fortunately, remote support solutions have proven valuable for many organisations, enabling them to maintain customer support services and deliver exceptional experiences. 

“According to Statista, in 2022, 59% of respondents indicated that employees were currently using a cloud-based access management tool to access their applications remotely.” 

But can remote support resolve everything from afar?

The truth is that remote support comes with its own set of challenges and opportunities. And like everything - it has some limitations. 

The Limitations of Remote Support: What You Need to Know

Firstly, not all operations are always remotely manageable. There are certain issues that still require a physical presence to be resolved, such as hardware malfunctions or physical damage.

Secondly, sometimes, it can be challenging to predict what operations are entirely remotely manageable and which may still require the on-site presence of a support technician.

Additionally, some customers may not have the technical knowledge required to follow instructions over the phone or through chat support, making it difficult to provide assistance from a distance.

Maximising Results in Remote Support

To overcome these challenges, it’s essential to communicate clearly with the customers, understand their technical capabilities, and be prepared to escalate the issue to a higher level of support if necessary. Keeping up-to-date on industry trends and best practices is key to staying ahead of the curve and delivering exceptional remote support services.

So, here are some best practice tips:

• Provide proactive support to prevent issues before they arise.
• Implement a comprehensive remote support strategy.
• Ensure you choose the right remote support tool.
• Leverage technology to enhance the remote support experience.
•  Adopt a data-driven approach to remote support.
• Encourage customer feedback to improve the remote support experience continuously.
•  Provide training and resources for remote support agents.
•  Encourage collaboration and knowledge sharing among remote support teams.
•  Empower customers to self-serve when possible.
• Use automation to streamline common support tasks.

The Remote Desktop Software Market is Growing

The latest study on the Global Remote Desktop Software Market by HTF MI Research shows that this market is witnessing significant growth.

And some of the key drivers are:

• Increasing popularity of remote and hybrid working models.
• High adoption of distance education and learning.
• The growing popularity of bring your own device (BYOD) policy.

Progressive Technology is picking up pace. Using augmented reality (AR), artificial intelligence (AI), and other emerging technologies is creating new opportunities and possibilities. Many companies already use these technologies to add features like multiple users, session recording, user cross-platform access, screen mirroring, and remote reboot.

And as technology progresses, this list of new unique features will only increase!

So, as we have seen, providing remote support presents a unique set of challenges. However, with the right strategy and best practices in place, these challenges can be overcome, and the opportunities presented by remote support can be fully realised.

But don’t forget to make the process as smooth as possible - choosing the right remote support tool is crucial! 

So where do you start?

If you’re searching for the right remote support tool, we can help! Download SDI's *NEW* Guide to Selecting a Remote Support Tool and discover:

* The main remote support tools on the market.

* Which tool is most suitable for your business?

* The best product for your needs.

* The key features of each tool!