Remote assistance, also referred to as remote support or remote visual assistance, allows IT teams and administrators to connect and communicate with end-users. This is usually in order to resolve technical problems or automate routine tasks. Companies will use remote assistance software to provide help to a variety of end-users including clients, customers, and technicians, where physical assistance is not viable. It may be that the two individuals are in remote locations and physically unable to get together, or it may be in order to save time and resource.
With the increasing dependence on remote work and digital solutions, managing a diverse workforce and physically disparate technologies has become harder. In response, the market for remote assistance platforms has grown rapidly. These solutions should prioritize security, ensuring end-to-end encryption, and compliance with industry regulations. They provide a streamlined user experience, offering intuitive interfaces, seamless connectivity, and integration with other enterprise tools.
Remote assistance has two main functions:
- Offering support and assistance to users experiencing problems
- Monitoring systems and run diagnostics remotely
Remote Assistance solutions will often have a raft of auditing tools, as well as granular permission configurability, and identity management capabilities. In order to facilitate the remote assistance, it will allow users to share their screen, video feeds, and even take over control remotely. This hands-on approach improves remediation time, thereby reducing downtime. These tools are also useful in scenarios such as software installations, system diagnostics, and providing detailed training.
In this article we’ve identified the best remote assistance solutions available on the market today. In each listing, we’ll explain the products key features and ideal use cases. We’ve then written an FAQ section that covers some of the key questions surrounding remote assistance, how it works, and what to look for when choosing a solution.
