It can be difficult for many IT service desks and help desks to achieve high customer satisfaction. Even under normal circumstances, the challenge of continuously meeting excellent customer service standards is mammoth. This difficulty affects customer satisfaction (CSAT) scores, the ability to meet service level agreement (SLA) standards, and the need to avoid drowning in a backlog of old tickets.
But now, with rising ticket volumes and greater urgency in assisting remote workers to be productive, the pandemic has put even more strain on the already overburdened IT service and help desks.
Even before the pandemic, the service and help desk software market had changed drastically in the prior decade. Fortunately, major solution providers have formed in the ensuing years, industry segments have consolidated, and new companies have entered the scene.
New technology allows services and the help desk capabilities of even small firms to expand, promoting new support service capabilities for internal corporate needs and MSPs who provide services to their clients.
With intelligent service bots, Machine Learning (ML), and Artificial Intelligence (AI), this industry evolution also sees the advent of increased automation. This technology design automates typical help desk scenarios, allowing service agents to focus on more complicated support issues and lowering their workload.
Surprisingly, the remote access approach used by the service and help desk gets highlighted by this innovation.
What is Remote Access to Service Desk Support?
Users require remote access to a help desk that responds to their queries when and where they need it, which is where Remote Support comes in. This resource has had such a great influence that it has guaranteed reliability and high-quality service assurances that software solution providers can present to their consumers.
Remote access to a help desk handles complicated support issues while significantly lowering costs and hazards. Furthermore, it enables your support agent to view what is going on in the remote system and take command of the environment, allowing them to quickly handle complicated issues the first time they view the ticket.
The Benefits of Remote Access for SMBs
There are several reasons why IT service and help desks need a remote access tool that ensures reliability, including the following:
Availability
Customers can receive immediate assistance from any location with an internet connection with remote access to support. As a result, businesses may be confident that they have a service that can respond quickly, even if the organization’s requirements need a constant movement of people and equipment.
Efficiency
Remote access to support exemplifies efficiency not just because of its quick setup but also because it can resolve 90% of IT issues. This remote access is beneficial to any company because it eliminates requesting a technician’s physical presence.
Greater Satisfaction
Users in companies can gain better satisfaction and confidence in the tools they use in their environment by achieving faster, more accurate, and efficient resolutions. As a result, remote access to support aids in the optimization of workflows and the achievement of better outcomes for the company.
Profitability
In most cases, a technician’s actual presence entails additional fees for travel expenditures. As a result, these fees may dramatically increase the support service’s final cost. On the other hand, a customer’s investment in reliable remote access to assistance only covers the support service, resulting in cost savings of up to 60% compared to on-site support.
Speed
The modern business environment necessitates swift reactions to any potential issue that may occur within the company. One of the undeniable benefits of remote access to support is that it allows customers to contact the help desk and request immediate solutions rapidly.
What to look for in a Reliable Remote Access Software?
Software solution providers that provide remote support now offer a choice of services tailored to their client’s demands and thus guarantee reliability. However, each remote support team should provide a standard set of benefits. Here are three important considerations when choosing a remote access software solution for your service desk.
Ease of Use
Although some service desk vendors include proprietary remote access features in their solutions, which streamlines and makes a quick setup of an entire environment possible, the majority do not. Instead, they certify a variety of third-party providers who have fulfilled their contractual and technical standards.
It is crucial to try out remote suppliers’ products and understand their subscription structures before deciding, as capabilities and licensing fees can differ significantly. Businesses should review remote access tools for quick setup and deployment to make it easier for agents to use and deploy. The feature should work in tandem with the company’s support and help desk.
Security Practices
When choosing any software, but especially when it comes to remote access, security should be a top priority. When used or configured incorrectly, remote access can pose a significant security risk to companies and clients.
As a result, it is critical to ensure the vendor is credible, has open security standards, and provides end-to-end encryption, multi-factor authentication, and audit logging capabilities.
Keep up with the Strategic Ecosystem
While a company’s obligations may get centered on its service desk, it should not overlook expanding remote access requirements. The shifting corporate ecosystems enable larger resource sharing between internal departments and suppliers, partners, and even customers.
A close working connection between these stakeholders can substantially increase process efficiency and generate a real competitive edge through innovative products and services.
Remote access, in the end, can help a firm achieve its corporate goal of an interconnected business ecosystem by allowing internal teams, external partners, and customers to have access to critical business resources.
Conclusion
While remote access software is not new, it is becoming a vital part of service and help desk technology evolution. Thus, companies must set aside time to assess their service and help desk remote access requirements and those of their entire business to build a comprehensive remote access plan.
Ultimately, companies can enjoy the benefits of cost savings, efficiency improvements, and reduced security risks with a reliable remote access plan such as Run2Biz.