Using an Online Meeting Tool for Remote Support? Don’t Play With Fire, Choose Purpose-Built Instead

Laurie Asmus.

Laurie Asmus

September 28, 2021


Lately, some online meeting tools have been masquerading as remote support solutions, claiming to have remote support functionality. But don’t fall for it. Here are 5 reasons to avoid using online meeting tools like Zoom for remote IT support. And 5 more reasons to use a secure, robust, and purpose-built remote support software instead.

5 Reasons to Stop Using Online Meeting Tools for Remote Support

Look, we get it. Online meeting tools are widely available and used by everyone across the organization. It seems logical to consolidate on a widely adopted tool and extend its use cases. But here’s the problem: IT support is a use case that demands and deserves purpose-built solutions. Technical issues can be complex, and you need to be armed and ready to reach a resolution on the first call, otherwise you’re wasting your time and resources and delaying employee productivity. Here’s why:

  1. Online meeting tools were never designed for remote support, and they don’t provide a scalable, secure and sustainable solution for that purpose. Would legendary 1980s TV hero MacGyver, renowned for his resourcefulness at repurposing whatever tools were on hand, have preferred to have purpose-built boots rather than make them out of a plastic floor mat and some duct tape? We’re thinking boots.
  2. Triage and resolution process are very manual, like capturing system information and diagnostics from multiple locations. This takes more time and limits a technician’s ability to help more users in less time.
  3. Difficulties supporting different devices. Online meeting tools aren’t designed for users to share their full screen on a mobile device, for instance. Even those meeting tools that do offer this capability have limitations around seeing what applications are installed, pushing applications to different users, and transferring files.
  4. IT pros can’t go in unattended. The end user must be available for the entire online meeting session, even if the agent doesn’t require help.
  5. Misaligned security measures. Secure remote support connections should be non-negotiable, yet with online meeting tools, Zoom-bombing is a risk. Plus, there’s no in-session audit trail with online meeting tools, especially if you’re using a free version. “If an end user claims that you breached personal information or installed malware,” says Chris Savio, product marketing manager at Rescue, “you can’t trace that back.”

Instead of repurposing online meeting tools for use cases they weren’t built for, IT decision-makers should look at remote IT support as a long-term investment required to ensure scalable and secure support.

5 Advantages of Purpose-Built Remote Support Software

  1. Reduces headaches. There’s a perception that online meeting tools are easier to use since end users are already familiar with them, but starting a remote support session with a purpose-built tool is just as easy as starting an online meeting. Plus with unattended access, IT can resolve issues without needing the end user present. “A purpose-built remote support tool makes it easier on everyone,” Savio says. “End users can continue doing their work while IT pros do their work.”
  2. Identifies issues faster. A remote support tool can retrieve specific configuration and diagnostic information about the user’s device. Remote support technicians can get a quick summary of processes, services and applications to rapidly identify the issue without having to dig around manually.
  3. Supports any device. The “bring your own device” (BYOD) environments that IT supports means that end users may have multiple operating systems or devices. The ability to support mobile devices has become particularly important as smartphones or tablets are increasingly used for work tasks, including two-factor authentication. A purpose-built tool makes supporting any device easier for both IT and end users. Agents can quickly identify and address issues from a central dashboard without the need to navigate the user’s device. They can address alerts, manage connections, and push settings with one click, as well as having a live view of the end user’s remote iOS or Android screen.
  4. Scales support without altering headcount. A purpose-built remote support tool enables IT to optimize resources by remotely supporting more users simultaneously. Agents can toggle between up to 10 sessions at once. Instant chat is another feature of most remote support tools that enables multi-session handling. Agents can chat pre-session to qualify the level of support needed, which helps speed response times and ensures that customers are quickly directed to appropriate help.
  5. Ensures security of remote sessions. Security is always a primary concern, but becomes even more critical when remote users work on unmanaged networks, which is common in home workstations. To improve security, support sessions should be protected with end-to-end 256-bit AES encryption, and all support sessions should have an audit trail for sessions run, background actions taken and recorded remote control sessions and stored in an encrypted format that can be queried later. Obtaining and tracking end-user permissions is essential. Online meeting tools simply don’t provide the level of control and transparency to the end user, while purpose-built remote support tools do.

Better Remote Support, Today and Tomorrow

Repurposing existing tools for fringe use cases, like using Zoom for remote support, can be risky business. Purpose-built remote support tools like Rescue are simply better long-term solutions than improvised workarounds or afterthought use cases. See how you can leverage Rescue to provide future-proof remote support to any device or operating system to better support your flexible-work organization. Start your free 14-day trial today.


Aanbevolen posts

Probeer het vandaag nog!

Ervaar snelle, veilige, professionele ondersteuning op afstand – waar en wanneer dan ook.

Vraag een demo aan