Remote support. Less downtime with mobile devices

For a company, providing remote support 24 hours a day, 365 days a year, is a major challenge with great obstacles. However, in order to provide remote support on the go, it is important to have a good organization, a reliable team and, of course, good software that will not fail at unexpected times.

Many companies are now starting to use mobile devices for support, whether it’s a tablet, laptop or mobile phone. So far, the most important technical support channels have been telephone and e-mail, but times are changing and there are more and more possibilities to provide proper support.

Each company offers different types of remote support by choosing different channels, the most common ones are listed below:

  • Telephone assistance: Although it is the most common type of support along with the use of e-mail, more and more companies are moving away from providing this type of support and are beginning to look for other, less traditional methods, because when they are faced with a large number of incidents they may end up overwhelmed.
  • Online: Through e-mail or web chats, the user can solve his or her problems by following the operator’s instructions in detail. The main problem with this type of support is that sometimes the assistants are not well prepared and they may not be able to solve the most complex problems, but they are usually more qualified for simpler problems such as those related to the user, the password, visualization issues, etc. When the problem becomes more complex, the query usually goes to another customer service department.
  • Through Twitter or Facebook: it is becoming more and more frequent for users, because they have these social networks at hand, they decide to ask all their questions through this channel. Sometimes it is not the most appropriate method; however, as companies are seen by other followers and do not allow moderation, they are forced to answer the questions.
  • Blogs or forums: Through these platforms, whether they are about the product, or forums related to the industry where users can ask questions to the community or expert staff, they can get solutions to their problems. If you are lucky, you may get answers from highly qualified people, but beware of trolls….
  • Video calls: It is usually one of the most useful types of all, as the customer feels close to you and you can answer all their questions as if you were there and it is also possible to share screens. Here, the well-known Skype, widely used by businesses and individuals, stands out.
  • Remote control software: This is the most complete software when it comes to computers, mobile phones or tablets. A technician will have access to the screen of the device that is causing problems for the user and will be able to repair it from his or her workstation, just like if he or she were sitting in front of the computer.

All of the above can be very useful for remote support, but what happens when it comes to on-premise support or support for a product like a mobile computer or tablet? Remote support software is the best option, now you’ll see why.

Suppose you have a delivery company where your customers have to sign up on a cutting-edge tablet to pick up their packages and you have just hired Mr. Juanmi to deliver them. Juanmi arrives at Julia’s house on his first day, who is waiting for her package, but when he takes out his tablet to sign it, it doesn’t work. The display has some very rare colours and only says “Contact your service technician”. The poor delivery guy decides to have the woman sign a sheet of paper and contact his supervisor, who tells him that he has to send the tablet to headquarters to fix the device.

What are the consequences of this? Well, first of all, the delivery slows down, generating complaints from other customers. This also increases packaging costs, as they have to send the tablet to headquarters.

Now, what if your company had eHorus?

Well, the story would be very different. Going back to the previous example to repair the tablet, we could use eHorus to improve support. eHorus is a remote computer management software that won’t require you to move around, or have someone on the other side. Just leave your computer, mobile phone or tablet on and connect eHorus. So when Juanmi calls his supervisor, he just says, “Don’t worry, they’ll fix it in 5 minutes, it’s not the first time it’s happened. Thus, with eHorus already enabled, a technician solves the problem in two minutes, without having to send the tablet to headquarters. We’ve saved time and package costs, and now the deliveryman can keep on working.

The same situation applies to countless areas:

  • The most obvious one is the internal computer support, where it is possible to do remote maintenance of computers, to manage different users of the same company, etc.
  • The external computer support, in which for example you have a company that deals with fixing computers and, when you have a customer with a problem, you use eHorus to provide support anywhere in the world, without the need for customers to visit your store.
  • Educational, both face-to-face and online. For example in a computer class where a teacher will be able to access all of his or her students’ computers, to observe how they work and to help when necessary without leaving the desk. Also, if the students are at home, they can also access their computers if they are given permission and can supervise the work.
  • And finally, to help friends and family. Few of us like to repair computers all over town, since our mother has told our neighbor that we know how to do these things. In the end it is inevitable to end up fixing the grandma’s, the cousin’s and the sixth’s neighbor’s computers. At least with eHorus you can do it from home so you won’t have to see Tomasa’s wedding album, or Domingo’s adorable but unbearable children.

In conclusion, with remote management software like eHorus, it is possible to provide remote support to clients, colleagues and even students. Can you come up with any more uses for eHorus? We encourage you to let us know in the comment section.

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