Remote support software gaining popularity – but more can be done for optimal experience

More than half of companies say remote access and remote support software is highly business critical – as TeamViewer notices an increase in use cases.

The figures come from research conducted by the vendor, alongside Research Now SSI, which aimed to focus on the most popular bundles associated with remote collaboration software, alongside potential barriers to implementation.

According to the study, which polled 200 IT decision makers from medium and large organisations, the biggest benefits of remote access are more efficient problem solving for customers – cited by 69% of those polled – alongside more efficient collaboration for team members who are not co-located (50%) and a wider base of support for one technical worker (43%).

Cost, cited by 30% of respondents, was seen as the biggest bugbear, ahead of security concerns (26%). 12% said the sheer invasiveness of the system did not appeal, while integration (9%), limited functionality (9%) and reliability (8%) were also cited.

When it came to additional features, the majority were interested in video conferencing – cited by 56% of those polled. A Skype or WebEx-esque meeting solution was cited by 54% - though one wonders what actually is the difference – while audio conferencing was important to 42%.

One of the primary takeaways which came from the research was around a lack of confidence in some areas. Writing for this publication in June, John Brett, technical operations manager at Nexus Open Systems, explained instilling confidence in workers ‘must take place in the heart of the company’s culture and become integral to the business’ core identity.’

“Business leaders and CIOs can tackle this by encouraging an open conversation about the impact of new IT in order to make the shift less intimidating for everyone,” wrote Brett. “The feeling of inadequacy with not understanding applications often prevents individuals from asking for advice.”

“Relevant research defining the importance and usage of secure remote assistance software is scarce,” said Finn Faldi, president of TeamViewer Americas in a statement. “We wanted to better understand why people choose and use remote assistance solutions, as well as identify related market needs.

“A recurring theme of the research findings is that remote support software is used to more rapidly solve customer and user problems, improving efficiency and overall customer experiences,” Faldi added. “Support professionals are continually asked to do more with less, and remote assistance software is often used to fill that gap.”

 

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