Self-hosted remote support software
What is self-hosted remote support software?
Sometimes your customers will have problems with your software; that’s unavoidable. Although often you will be able to resolve these issues through standard customer-service channels, problems that are particularly challenging call for more direct measures. In the past, that would mean sending a technician on a call to fix the issue on-site. However, there's another way: self-hosted remote support software (also known as remote access software), which gives your support staff remote access to users’ computers to troubleshoot problems.
Zendesk Support addresses this issue by integrating with LogMeInRescue, a provider of remote access tools for businesses worldwide.
The inside scoop
The LogMeIn Rescue app in Zendesk Support lets agents start a remote session from a ticket and then capture the session’s details in the ticket afterward—whether the representative controls the user’s device or simply views a screen share by the customer. That results in better first-call resolution rates and reduced handling times, which translates to increased customer satisfaction rates.
To use LogMeIn Rescue with Support, you must have a valid LogMeIn Rescue license or free 14-day trial account and use a Windows PC (though you can deliver service to Macs and mobile devices, as well; more on that in a moment).
How it works
Better customer service
Remote access has another benefit: it gives administrators and support supervisors the power to use the tool to audit remote control sessions and even automate certain processes using the native tag and trigger capabilities of Zendesk Support. By adding a tag (such as “remote_session”) in the LogMeIn tags section, you will be able to build data-rich reports that will provide insights about resolution times, common problems, and more. You can also build custom workflows and views based on tags. For example, you can have a tag trigger an action such as moving a ticket status to solved or even reassign the ticket to another group.
Remote control and security
In addition, before launching a remote session, a representative must obtain permission from the customer before using any of the LogMeIn Rescue features: remote control, desktop view, file transfer, system information, and reboot and reconnect.
You will be able to secure your help desk security by defining permissions for technician groups, as well as review detailed logs about remote activity.
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