Splashtop Remote Support

Session Transfer

The Session Transfer feature allows support technicians to seamlessly hand off remote sessions to one another without disrupting the end-user experience. This is particularly useful in scenarios where a technician may need to escalate an issue to a specialist or when they require assistance from a colleague. By enabling smooth transitions between technicians, this feature minimizes downtime and ensures that customers receive the most effective support possible. This addresses the business challenge of maintaining high service quality while optimizing team collaboration.

Session Recording

With Session Recording, every remote support session can be automatically recorded and stored for future reference. This feature is invaluable for training purposes, allowing new technicians to learn from real-life scenarios and improving overall team performance. Additionally, recorded sessions can serve as documentation for compliance and quality assurance, helping organizations track interactions and ensure adherence to best practices. This addresses the challenge of maintaining consistent service quality and provides a valuable resource for continuous improvement.

Remote Control

The Remote Control feature enables technicians to take full control of a user's device from anywhere, allowing them to troubleshoot issues directly as if they were physically present. This functionality simplifies the support process by allowing technicians to quickly resolve problems without needing detailed explanations from users. It effectively reduces resolution times and enhances user satisfaction by providing immediate assistance, thus addressing the challenge of inefficient support methods that can frustrate users.

File Transfer

File Transfer allows technicians to easily send and receive files during remote support sessions. This capability is crucial for situations where users need specific software updates, patches, or configuration files sent directly to their devices. It streamlines the support process by eliminating the need for external file-sharing methods, which can be cumbersome and insecure. This feature addresses the challenge of ensuring quick access to necessary resources while maintaining data security during technical assistance.

Diagnostic Tools

The Diagnostic Tools feature equips technicians with a suite of utilities designed to assess system performance and identify issues proactively. These tools can run system diagnostics, check for software conflicts, or analyze network connectivity in real-time. By enabling technicians to gather critical information quickly, this feature facilitates faster problem resolution and improves service efficiency. It addresses the challenge of diagnosing complex technical issues that may not be apparent through standard troubleshooting methods.

Screen Sharing

Screen Sharing enables users to share their screens with support technicians during remote sessions. This interactive feature allows both parties to visualize the problem together, making it easier for technicians to guide users through troubleshooting steps or demonstrate solutions directly on their screens. By enhancing communication and understanding between users and technicians, this feature effectively reduces misunderstandings and accelerates problem resolution, addressing the challenge of communication barriers in remote support scenarios.

Live Chat

The Live Chat feature provides an instant messaging platform for users and technicians during remote support sessions. This functionality allows users to ask questions or provide additional context without interrupting the flow of a remote session. Technicians can respond in real-time, enhancing communication efficiency and ensuring that all concerns are addressed promptly. This feature solves the challenge of maintaining continuous engagement during support interactions, leading to improved user satisfaction and quicker resolutions.