Discovering the suitable distant assist platform for your online business could be difficult. There’s no scarcity of choices accessible, every providing their very own options which can or will not be useful to you in the long term.

So what must you be in search of in a distant resolution? Listed here are 4 key options all organizations ought to contemplate non-negotiable when deciding which distant assist software program to put money into.

It needs to be cloud primarily based

Whereas on-premise and perpetual licences nonetheless have their place, in terms of distant assist options try to be in search of one thing that’s cloud-based.

It’s value taking a second to evaluate what this truly means. After we discuss one thing being “cloud primarily based”, typically in our heads this equates to “not on-premise” or “not perpetual license”, however there’s extra to it than that. Some distant assist distributors will attempt to promote you a “cloud primarily based” resolution that’s truly a hosted product, which means that whereas it’s not operating in your {hardware} it’s not within the public cloud both. As an alternative, the seller is internet hosting it of their knowledge heart.

This isn’t inherently a nasty factor, however it means you received’t get the advantages of scalability, flexibility and pace that include a real cloud-based resolution.

Rescue is a real cloud resolution, operating on one of many largest and most effectively established public clouds accessible, AWS. This implies there’s no worries about issues like {hardware} upkeep or having sufficient reminiscence on the assist technician’s laptop, plus uptime might be over 99.9%.

It needs to be simple to make use of (for everybody)

The very last thing anybody wants in a distant assist scenario is for the platform to be complicated, complicated or troublesome to make use of. Certainly, from the angle of each the individual requesting assist and the IT assist skilled, it needs to be fast and intuitive to make use of.

For the assist technician, it’s essential to have every little thing accessible in a single place, from establishing a distant entry session to operating diagnostics, transferring recordsdata and extra. The expertise must also be seamless whether or not they’re connecting to a desktop, laptop computer, cellphone or pill, it doesn’t matter what OS it’s operating or who the producer was.

It must also allow them to do their job extra successfully, together with permitting them to deal with a number of classes on the identical time by way of chat companies to allow them to resolve a number of issues without delay. Paired with the flexibility to work remotely on an unattended machine, this makes Rescue a key device in operating a extra environment friendly distant assist group.

For purchasers or employees requesting assist, the platform needs to be simple to make use of regardless of how tech-savvy they’re. This implies a transparent indication of who they’re connecting to, which could be simply achieved by way of white labelling – one thing Rescue presents as normal. With the ability to entry assist in a number of methods, reminiscent of by way of a web site or on an app, can be essential relatively than forcing individuals down a single route.

It needs to be safe

Today, safety is a prime precedence for each enterprise throughout each space of IT and distant assist needs to be no completely different; in spite of everything, utilizing distant assist is inviting somebody into your laptop and infrequently voluntarily having them take over. Any sort of breach ensuing from a distant assist session that led to confidential or delicate info being leaked could possibly be catastrophic.

Rescue takes safety very critically and makes use of a number of finest at school safety practices to make sure any knowledge that would doubtlessly be accessed is secure. For knowledge in transit, it makes use of TLS 1.2 transport safety and AES-256-bit encryption to make sure no knowledge could be extracted whereas it’s transferring between the assist technician and the individual they’re supporting.

Two-factor authentication, in the meantime, ensures that everybody concerned within the session is who they are saying they’re and prevents any malicious actors from trying to impersonate both the individual receiving assist or the individual giving it.

You can too layer on extra safety, reminiscent of internet hosting your personal PIN webpage and controlling how they’re generated and accepted, proscribing entry to solely these inside your organization, or blocking undesirable visitors.

It ought to combine simply with different platforms

There’s much more to operating a corporation than offering distant assist – even when that’s what your online business relies on. If the product you’re utilizing is totally standalone, it may be troublesome to maintain monitor of when, why and what number of instances customers or clients have been involved with tech assist, and whether or not the difficulty was resolved. This fragmented image of your relationship can result in confusion, duplication of effort, frustration and an total dangerous expertise for all concerned.

That’s why any distant assist resolution ought to combine with the opposite software program that retains your online business operating, reminiscent of CRM or ERP merchandise.

Being cloud-based means Rescue simply integrates with main suppliers of a majority of these software-as-a-service (SaaS) platforms, together with Salesforce and Salesforce Lightning, Microsoft Dynamics, ServiceNow, Zendesk and Autotask. This implies you possibly can launch a Rescue session from inside a Salesforce Case tab, for instance, or document all session knowledge in ServiceNow.

Even when the assistance desk, CRM or ticketing techniques you employ isn’t a type of that Rescue already integrates with, you should still be capable to convey them collectively due to the LogMeIn Rescue API.

Your distant assist champion

Every enterprise has its personal particular person quirks and what’s going to work for one received’t work for one more. Whereas that’s as true for distant assist as the rest, these 4 pillars – ease of use, being cloud primarily based, safety and interoperability – are related for each group and needs to be prime of thoughts when contemplating which platform to make use of. With Rescue capable of tick off every one in all them comprehensively, it needs to be on the very prime of your record of candidate merchandise.