What to Look for When Choosing Your Remote Support Software

Supporting customers, whether in-person or remotely, is at the center of everything managed services providers (MSPs) do. With more people working from home than ever before—especially in the face of the COVID-19 pandemic—new challenges continue emerging. Many businesses have turned to MSPs to help them navigate these challenges. In light of this, it’s even more important than ever to make sure MSPs choose the right remote support software.

However, different software options will each have their own strengths and weaknesses. Because remote access solutions play such a central role in the day-to-day work of MSPs, it’s important they take time to evaluate the various options on the market and ensure the software they choose is a good fit for their business operations.

Key features to look for in MSP remote support software

There are a lot of factors that MSPs need to keep in mind when choosing the right remote support software for their business. These are some of the key features MSPs should consider no matter who their customers are:

1. Ease of use

User-friendliness, or ease of use, is one of the most important features to consider when choosing your remote support software. This consists of two subcategories: ease of use for the customer, and ease of use for the MSP.

When it comes to the customer, MSPs need to remember the remote end user is likely not as tech savvy as they are. The user shouldn’t need to follow a lot of complicated steps to use the remote support software; it should be as easy as pushing a few buttons in a straightforward process. The more complex the software is for a customer to use, the less helpful it will be for the MSP, since the user may end up calling you for help in using the tool before you can even begin offering remote support.

MSP teams will have a higher degree of tech savviness, but the remote support solution should still be easy to use. It should have a small learning curve, emphasize efficiency, and offer a lot of power to the team. This includes things like the speed of the connection to a remote device, the stability of that connection, whether it offers both attended and unattended support, fast file transfers, and a live chat feature—all of which can make it much easier for the MSP to offer effective support to customers.

2. Security

Accessing a device remotely does include some level of security risk. That’s why it’s so important for the remote support solution an MSP chooses to offer the highest level of security possible. This includes features like encrypted connections and device authentication, which can help keep information secure during remote sessions.

Given that every remote support solution will claim to offer the best security out there, MSPs should spend some time researching the specific security measures their chosen solution takes and whether they seem to be effective. Even a quick Google search or a visit to industry forums can help you understand if any given solution is as secure as it claims, or if other users have experienced problems with the tool’s security and data protection.

As an MSP, it’s important to remember that your customers trust you to access and handle their most sensitive information during remote sessions. Make sure you take this responsibility seriously by investing in a solution that will protect customer data.

3. Platform support

This may seem like a given, but for MSPs who work with a wide range of customers, it’s essential that the remote support software you choose is compatible with the main platforms and devices you are likely to encounter. MSPs need remote support software that is compatible with Mac, Windows, iOS, and Android to make sure they can support all of their customers’ devices. This is especially important during a time when more people are working from home, which means they may be using their personal devices instead of their work-issued devices.

While it’s generally easy to find remote support software for Mac and Windows, finding a solution that also supports iOS and Android devices—even if it’s at a different price level—can be more challenging. MSPs should always double check that their chosen solution offers the platform and device support they need, instead of assuming it does and only discovering otherwise once it’s too late.

4. Value

This may seem like a given, but it’s very important MSPs think about what they’re getting for the cost when they pick a remote support solution. Given that software prices can vary significantly between vendors, it’s up to the MSP to compare the options and find the one that fulfills all their needs—without overcharging them for it.

For MSPs in particular, that means finding a tool that has a low cost while offering a wide range of features. The cost should include both attended and unattended support, fast and stable connections, diagnostic and troubleshooting tools, and live chat, at a minimum. It should also ideally be able to integrate with other solutions to give your technicians access to a comprehensive dashboard for things like remote monitoring, patch management, and endpoint detection and response. Consolidating these capabilities with powerful integrations will increase your technicians’ efficiency and help you better support customers.

Picking the right remote access solutions

When considering all the important factors discussed above, there is one solution that should be on your radar: N-able Take Control. As Michael Lynn, Network Engineer and Partner at Pelycon Technologies explains, “We used several options out there, and Take Control is one of the more complete packages we’ve seen. I would highly recommend using it and [exploring it deeply] . . . The whole tool set is great, and I don’t think there are a lot [more features we’d want to see]; so much of it is already there.”

Take Control is built to help MSPs support more customers via fast, intuitive remote support to nearly any platform. It connects to devices within seconds and offers deep diagnostics that can help techs get to the bottom of a problem fast. The tool supports both attended and unattended support, and offers a variety of other features that make it the best remote support solution on the market. With Take Control, you’re not just paying for the software itself—you gain enhanced productivity, the ability to provide instant support in times of crisis, and increased customer satisfaction and trust. Plus, Take Control integrates with two RMM platforms—SolarWinds RMM and SolarWinds N-central—to allow you to easily support customers from the same tools you use for remote monitoring, patch management, or endpoint detection and response.

If you’re looking for a powerful remote support solution that brings your MSP value, security, and usability, look no further than Take Control.

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