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
By installing the free app (the service itself is geared toward individuals, power users, and SMBs, with three pricing levels), your agents will be able to collaborate with customers to quickly diagnose and resolve issues. Remote control means just that: your team will be able to control your clients’ devices, including the mouse and keyboard.
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
From the ticket the agent generates and sends a link and a PIN number to the end user to start the remote session. The customer support representative then conducts the remote session with the user, which can be for a PC, Mac, or smart phone. The agent can view information about the ticket in the LogMeIn interface used to conduct the session; when the remote session ends, details about the session are added to the ticket. Remote access also allows you to run computer diagnostics and even transfer files.
Better customer service
When your team can access users’ devices remotely, it reduces handling times, improves first-call resolution rates, and provides powerful diagnostic tools that will help representatives offer fast, effective solutions. Besides being able to fully document support interactions for future reference, you can also pull session metadata such as timestamps and chat logs, as well as custom fields and survey results.
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
Network security is not just a concern for your business--your clients are just as worried about their machines being compromised by hackers. Remote access through LogMeIn Rescue and meets the highest standards of Internet security--the same ones used by banks. That means TLS 1.2 transport security with AES-256-bit encryption.
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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