Knowing What Counts Most in a Remote Support Tool [Infographic]
“A bad workman always blames his tools.” As wise as that sounds, things aren’t so simple. The right tool can make a world of difference, especially when it comes to remote support.
It should go without saying – the support tools your IT teams use matter. They matter for employee efficiency and they matter for user experience. A clunky antiquated solution will hinder even the most knowledgeable, efficient worker. And when you have a frustrated user on the other end of the line, the last thing you want is to make the situation more difficult. Tech support can be stressful enough – your tools should help you, not make the situation worse.
So the questions remain: What makes one support solution better than another? What metrics or factors should you consider? What will contribute to a successful resolution, every time?
Check out the infographic below. Based on data from independent software testing company Qualitest, we’ve pulled together a good summary of key requirements for remote support: