For help desks, call centers and support organizations, a remote desktop assistant that enables desktop sharing can significantly improve both the quality of support and the satisfaction of customers and end-users.
Providing technical support over the phone or via chat is a tricky thing. Customers relate their issues to support technicians who try to diagnose issues on devices they can’t see. Technicians communicate instructions back to users who are often confused and easily frustrated.
A remote desktop assistant changes that formula by giving support technicians remote control over a user’s device. After establishing a support connection to a laptop, desktop, tablet or mobile device, technicians can explore the device themselves to find problems, check settings, run diagnostics, transfer files and resolve issues. Customers and end-users are free to be happy bystanders while technicians work quickly to get the device back online and the customer back to productivity. In addition to remote computer support, a remote desktop assistant can also make it easier for helpdesk employees to demonstrate features of new hardware or train employees on new software.
When choosing a remote desktop assistant, powerful features, ease-of-use and strong security are key criteria. That’s why so many support organizations around the world choose LogMeIn.
LogMeIn Rescue is a cloud-based remote desktop assistant that can be customized to meet the needs of any support organization – from one-person IT shops to enterprise help desks with thousands of employees.
With no hardware or software to install and maintain, Rescue is easy to deploy and use. An intuitive interface provides all the tools that support technicians require to quickly connect, diagnose and resolve issues. Security is provided by TLS 1.1 transport security with AES 256-bit encryption, and an enterprise-ready cloud platform provides reliability and an uptime record of 99.99+%. And with unlimited scalability, LogMeIn’s remote assist software lets you easily expand from 1 to 25,000 licenses or more.
With a remote desktop assistant from LogMeIn, you can count on a rich suite of features that enable you to raise the bar on customer support.
Support for multiple platforms makes it easy to establish computer remote access with PCs, Macs, and mobile devices on iOS, Android and Blackberry platforms. In-app support lets you provide assistance from within mobile applications, instead of making users search for answers elsewhere. Rescue Lens lets users send real-time video back to helpdesk technicians who can then see exactly what the user is seeing. And professional services can help you optimize your remote assist technology to get the most out of your subscription.
Learn more about a remote desktop assistant from LogMeIn with our free trial.