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Sessions can be transferred between agents.An agent can have a maximum of 10 active sessions.Ability to configure unattended access.Permissions can be granted to agent groups. Admins can monitor and record sessions with support for real-time reporting.Integrates with other tools like Salesforce, HappyFox etc.Rescue Lens: Remote video streaming that allows agents to guide customers to resolve the problem themselves.Allows customers to connect quickly using a 6 digit code.Drag & Drop between agent and customer systems is possible. Supports file-transfers, live-chat and screen-sharing between the agent and customer.LogMeIn Rescue is available for both mobile devices and desktops – PCs, Macs, iOS devices and Android devices.Note: LogMeIn has other products like Pro & Central with stripped down feature set. In this comparison, we will be looking at some of the best and most popular remote access management software available. Support for printing remote files from customer’s system on a local printer.Whiteboards i.e., drawing lines and shapes on the customer’s screen to highlight something.Simplified file-sharing mechanism between the two systems.Cross-platform support (connect between Windows, Mac & Linux).A shared clipboard that allows an agent to copy-paste text content from his system to the customer’s system.These tools may also support the following features to varying degree Text/voice mode of communication while troubleshooting.The agent taking control of the customer’s keyboard and mouse.Some form of authorization between the agent and customer for security to establish a session.Installing a software at both the customer’s system and at the agent’s system.Typically, a remote support software involves With remote access management software, your agents can easily take control of the customer’s device for troubleshooting and maintenance operations. Remote access management software exists to resolve such issues. Troubleshooting and identifying a problem may be complicated and customers are generally not equipped with the know-how. Regular email or call based support mechanism doesn’t work very well for IT related issues.
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