An attended remote support solution will allow you to provide support to your clients as soon as an issue occurs. ATTENDED REMOTE SUPPORTĪttended remote support solutions typically involve the end user using a device or application that requires immediate and direct support. Here’s an outline of their key differences and some relevant use cases. If you’re considering using a remote support solution, the first question you’ll need to ask yourself is whether your customers need unattended remote support, attended remote support, or both. What’s the difference between unattended and attended remote support? For example, the IT support technician might provide the customer with initial instructions outlining how to enable screen sharing, or MSPs can leverage remote support software to take control of the customer’s device from afar. Technicians can establish remote support sessions in several ways. In other words, remote support means support staff can access an end user’s computer without being physically present. True to its name, remote support refers to a type of customer support service IT support engineers and technicians can provide entirely by remote access. To begin, start by familiarizing your customers with what a remote support session is. To help you guide your customers through these concepts, this article will provide examples and use cases for both remote support types to better identify how you can provide the best possible customized support. While these remote support services are similar, it’s helpful if your customers understand they’re not the same. While your customers may have encountered the terms “attended remote support” and “unattended remote support,” it’s very possible they don’t understand the real difference between the two. To best support your customers, it’s important to help them understand the nuances of remote support.
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