Software for Remote Tech Support

If you’re thinking of becoming a remote tech support service provider, you’re going to need the right software to get you started so you can easily manage your technical support representatives and the communication between your agents and the caller. Below is a list of software for remote tech support that you should consider for your business.

RapidAssist

With RapidAssist, you can turn a 2-hour support problem into a quick phone call. This program is a remote tech support and training program that can assist you in reducing support costs while providing highest standards of support. By simply clicking on a link, your technical support agent becomes instantly connected to the caller at a virtual support session, giving your agent a real-time view of the caller’s desktop. The license for RapidAssist is for each technical support representative and does not ask for per-desktop charges. It is also secure, user-friendly, and requires no prior installation. You also have the option to run the software from your own server or get hosted by RapidAssist’s servers.

GoToAssist

GoToAssist is both a remote tech support software and a service because it provides all the tools you need to manage your technicians and the calls you receive. This software functions much like an automatic call distributer in a call center because of its sophisticated routing. It can respond to several issues at once or perform numerous services on just one call. Let’s say that one of your agents receive a call and respond to that caller’s problems. GoToAssist will re-route another task, like running a virus scan on the caller’s system , to a different agent so that the two agents can work on the caller’s problem together. This means that work gets done faster and more callers get served. Despite the complexity of the system and its numerous features, GoToAssist does not require server or software installation. Everything is hosted on GoToAssist’s servers, so you can focus on your business without having to worry about management.

UltraVNC

This powerful, easy to use remote tech support software is a free program ideal for internal and external help desks, IT departments, and remote tech support companies. UltraVNC allows you to use a remote computer to fix the caller’s problem by displaying the caller’s screen on your PC through the internet or a network. This means that you can quickly resolve helpdesk issues no matter where you are in the world. Key features of UltraVNC include text chat, java viewer with file transfer, optional encryption plugins, video driver, MS logon, server side scaling, auto reconnection, and multiple monitors support. No need to install programs as the whole thing is supported by UltraVNC’s servers. The only drawback to the program is that it only runs on Windows operating systems and can only help troubleshoot Windows issues.

LogMeIn Rescue

With LogMeIn Rescue, you can provide remote tech support for Windows PCs, Macs, and smart phones in just seconds! The remote tech support agent can conduct sessions via the Internet and easily respond to online customer queries. A direct connection to the caller is established immediately and in just seconds, the agent has access to the desktop so he can do a detailed system diagnostics. Other features provided by the session include notes, and a chat interface.