If another user is present at the remote end that receives support and has to actually accept the incoming Remote Support session on their device, we speak of Attended Support (or from the perspective of the support staff: Attended Access). There are two different types of Remote Support: Attended and Unattended Support. This means that the person providing support doesn’t have to travel physically to the location of the remote computer to troubleshoot it, but can assist remotely from any location on the globe. The machine of the person who needs technical assistance and the device of the support clerk can be located anywhere in the world, and the direct connection between the two devices is usually established through the internet. Providing Remote Support means establishing direct access from one device to another. New Support Trends – Boosting the Customer Experience Benefits of Remote Support Tools for BusinessesĦ. Customer Support and Customer Centricityĥ. In this overview, we have gathered the most important information about Remote Support, its definition and various forms, its related areas, and the benefits of this technology for individuals and businesses. Not only is this form of “providing support over the distance” used in the professional world, but also in the private domain, reflecting many interesting use cases. This remote technology is called Remote Support. Most likely, at some point in time, you have received technical support from your company’s IT team and they solved your problem quickly over the distance without physically touching your device. Have you ever struggled with sending or receiving emails at work? Has a program ever crashed on you rather randomly? Chances are, these scenarios sound quite familiar to you.

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