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As IT professionals and customers continue to work remotely , resolving service requests is becoming increasingly complicated . Last year , problems which could be solved with a quick site visit , might now require 10 emails , four Zoom calls and a series of worried text messages . To deliver a smooth service experience during COVID-19 and beyond , MSPs need to prioritise privacy and clear communication , finding new ways to provide remote assistance .
A remote viewing tool designed for IT service delivery enables IT Professionals to use the camera on an end-user ’ s mobile device to view physical environments virtually . In the remote working environment , this capability is extremely valuable , as it means the technician can see what the end-user is struggling with in real-time .
INTELLIGENT TECH CHANNELS TECH CHANNELS Issue
PROFESSIONAL REMOTE SUPPORT SOLUTION A NECESSITY FOR MSPS ?
GREGG LALLE , SVP INTERNATIONAL SALES AND STRATEGY AT CONNECTWISE
Getting visual feedback means MSPs can use remote viewing technology to improve service delivery . This is particularly useful when customers struggle to explain the issue they ’ re having . After all , they may be confused , unable to articulate the problem without the technical jargon or be concerned that they ’ ll make the problem worse if they tinker with anything on their own .
When a phone call isn ’ t sufficient , remote viewing technology enables customers to easily provide visual details that help direct the technician to the problem at hand . Users can operate in stealth mode , meaning they can remediate and work on devices without disrupting the end-user . They can also record sessions for training and knowledge base , ultimately creating a self-service library for their customers on recurring issues – capturing and adding as an attachment in the service ticket for reference .
As MSPs assess and respond to their IT problems more efficiently , this will reinforce customer confidence in their expertise . Helping customers feel empowered and knowledgeable about an issue , while offering valuable solutions , will improve their likelihood of returning for advice in the future .
Furthermore , with physical and virtual safety concerns on the rise due to the COVID-19 pandemic , delivering IT services has become more complicated . MSPs need to protect privacy while keeping systems secure so are increasingly turning to remote support solutions for assistance . This capability empowers technicians to run technical health checks and perform repairs without going on-site or intruding on someone ’ s personal space . And , while social media applications could be used to view a client ’ s physical environment remotely , a professional tool provides the same
capabilities while also enabling you to take and store screenshots .
A remote viewing solution is a necessity during the onboarding process ( of both new employees and new clients ), meaning MSPs are able to securely live stream . The IT professional onboarding process takes time in normal circumstances and doing so remotely and without putting anyone at risk can take even longer – with the inability to meet in person adding new hurdles . While standard operating procedures ( SOPs ), documentation solutions and RMM tools help , they ’ re not equipped to support handson work . Remote viewing options can help IT professionals feel more engaged in their onboarding process , offering accessible options such as one-to-one coaching .
While remote working was initially a short-term solution to help stop the spread of the Coronavirus pandemic , it has become a large part of the way we will work in the year ahead and beyond . Offering a secure , easy and supportive service that serves remote workforces is imperative for MSPs . From onboarding to IT assistance , to safety and security , there are a range of benefits that make using a remote viewing solution worth considering .
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