Why Do Support Remotely? Advantages and Downsides

Remote technical support is an appealing alternative to traditional on-site support. Remote support means accessing your client’s computer remotely to do system modifications, updates or fixes. Of course, it requires certain skills and tools, but sometimes there’s no viable alternative:

Basically, that is why remote support is so popular compared to on-site travels. For the client company, it reduces the costs and allows choosing from a wider range of outsourcing professionals, without geographic limiting yourself to a certain location. Also, it drastically decreases the support response time, which reduces downtimes, again saving money.

For the technicians, it allows working with customers from any place in the world. Also, saves travel costs and time. And it allows doing several jobs at a time and work from mobile devices.

There are several downsides, however.

Remote machines are not always possible to access remotely. There are several reasons behind this:

Those can lead to unexpected expenses and downtimes. This way, for the client companies, it’s often desirable to have some failover options, like a local contractor who can promptly fix networking issues to make remote access possible. For the technician, it’s highly recommended to be ready for on-site travels, charging some extra for the trouble.