BeyondTrust Remote Support

Session Transfer

The Session Transfer feature allows support agents to seamlessly pass control of a remote support session to another agent or technician. This capability is essential for situations where specialized knowledge is required, ensuring that the end user receives the most effective assistance without unnecessary delays. By enabling a smooth transition, businesses can enhance their service quality and efficiency, minimizing downtime and improving user satisfaction.

Session Recording

With Session Recording, every remote support interaction can be automatically recorded for later review. This feature addresses the need for accountability and training within support teams. By reviewing past sessions, managers can identify areas for improvement, ensure compliance with service protocols, and provide targeted training for staff. Additionally, recorded sessions serve as a valuable resource for dispute resolution and knowledge sharing among team members.

Remote Control

The Remote Control feature empowers support agents to take direct control of a user’s device during troubleshooting sessions. This hands-on approach significantly reduces the time it takes to resolve issues by allowing agents to see exactly what the user sees and make adjustments in real-time. This feature effectively addresses common technical problems that may be difficult to resolve through verbal instructions alone, thereby enhancing the overall customer experience.

File Transfer

File Transfer enables support agents to send and receive files during a remote session effortlessly. This capability is particularly useful for sharing necessary documentation or software updates directly with users, eliminating the hassle of email exchanges or third-party file-sharing services. By streamlining the transfer of files, this feature ensures that support teams can provide timely solutions while maintaining security and efficiency in their operations.

Diagnostic Tools

The Diagnostic Tools feature provides support agents with built-in utilities to assess the health and performance of remote systems. These tools can run checks on hardware, software configurations, and system logs, helping agents quickly identify underlying issues. By incorporating diagnostic capabilities into the remote support process, businesses can reduce resolution times and improve first-contact fix rates, leading to higher customer satisfaction and reduced operational costs.

Screen Sharing

Screen Sharing allows users to share their screens with support agents during a remote session. This feature facilitates real-time collaboration and troubleshooting by enabling both parties to visually identify problems together. It significantly enhances communication between users and agents, making it easier to diagnose issues accurately and implement solutions more efficiently. By fostering a collaborative environment, screen sharing helps to reduce misunderstandings and accelerates problem resolution.

Live Chat

The Live Chat feature enables immediate communication between users and support agents without the need for a full remote session. This quick-access channel is ideal for resolving minor issues or answering questions in real time. It addresses the challenge of waiting times in traditional support channels by providing users with instant assistance. Live Chat not only improves response times but also enhances user engagement, ultimately contributing to a better overall support experience.