Providing Remote Computer Support – The Pros and Cons

Remote computer support is hugely popular, which is no surprise. The time savings and flexibility benefits are very clear.

However, remote computer support isn’t perfect for every scenario. This article examines the pros and cons.

The Good

1. Remote support is highly convenient. It’s possible to remote into a computer anywhere in the world—saving anything from a trip up some stairs to a flight across the world.

2. Remote support allows IT professionals to work with minimal user distraction, and on several computers at one time.

3. Unattended support tools allow computer technicians to work outside of normal business hours without an on-site presence. 

The Bad

1. Remote support tools don’t always work perfectly. Difficulty in initiating a remote support session can be frustrating for the user and the technician.

2. Not everything can be done without physical access to a machine. Diagnosis of a hardware problem may still require a technician on-site.

3. Remote support removes the “personal touch,” which is sometimes very valuable, especially in the early days of a client relationship. It’s sometimes good for IT professionals to make their presence felt and to justify their cost.

4. Bandwidth limitations can make remote computer support sluggish and inconsistent. If, for example, the need arises to upload a large file during a remote session, remote tools can grind to a halt.

The disadvantages above prove that while remote support tools should be part of every IT professional’s toolbox, there are times when appearing on-site makes life easier and enables a better client relationship.

Do you rely solely on remote computer support tools? Share your experiences in the comments box below.  

And to follow through on the tips introduced in this short article, especially if you support SaaS and IaaS, be sure to enroll now in our free 7-day eCourse: Go-to-Market Strategy 101 for B2B SaaS Startups and Scaleups.