If your managed services provider (MSP) stands to benefit from remote access and control capabilities, then you may be wondering which remote desktop software is best suited to your needs. A basic remote desktop solution will include core remote access capabilities, but little else. Although functional, most basic solutions lack the range of features that more advanced, enterprise-grade solutions can provide.
Many remote desktop solutions for business include extended functionality, such as remote printing and clipboard deletion, which can make remote access activities significantly easier and provide a number of other notable benefits. This guide will list some of the best remote desktop software features (beyond the core remote access capabilities) that MSPs should look for when choosing their remote desktop solution.
The top features to look out for
To select remote desktop software that will help you serve customers and keep them satisfied, here are some of the top features MSPs should be looking for:
1. THE ABILITY TO PROVIDE SUPPORT FROM MOBILE DEVICES
As the nature of work continues to become more flexible with the rise of remote work and distributed environments, the ability to provide remote access support from a mobile device has become an increasingly useful remote desktop software feature. Ideally, your remote desktop software should provide a native mobile application for both Android and iOS devices, so your team can provide support from their preferred device.
With this feature, technicians can conduct remote access activities while on-the-go, during a commute, from home, or almost anywhere with an internet connection. It’s also key that the mobile app for remote support activities is user-friendly and fully functional. The mobile app for remote support should, for example, allow technicians to access necessary customer details to help troubleshoot at any time.
2. MULTI-PLATFORM SUPPORT
Many modern employees use multiple devices across several platforms to perform their jobs. For example, an MSP customer might alternate between working on a Windows desktop, a MacBook, and a personal Android smartphone or iPad. It’s likely your MSP will support customers across all major platforms—including Mac, Linux, Windows, iOS, and Android—which is why it’s essential that your remote desktop software includes multi-platform support.
3. MULTI-LAYER AUTHENTICATION
Remote desktop software can potentially create vulnerabilities in your systems if not properly secured. To ensure your infrastructure and your customers’ infrastructure are safe even during remote access activities, we recommend choosing a solution that offers multi-layer authentication. Two-factor authentication in the form of a one-time password sent via SMS, for instance, can provide a powerful layer of security and help prevent systems from being accessed by unauthorized or malicious individuals.
4. IN-SESSION CHAT
In-session chat functionality is another modern feature that allows MSPs to go the extra mile to keep customers satisfied. In-session chats allow customers and technicians to stay in constant, informal communication during remote access sessions. This streamlines support, allows customers to ask questions, and enables technicians to deliver a more personal and friendly customer support experience.
By providing clarity and the opportunity to request further information instantly, the in-session chat feature can often reduce the time taken to resolve many customer issues. Perhaps most importantly, it gives the customer the visibility they need to feel comfortable and confident with your services.
5. AUTOMATIC CLIPBOARD DELETION
Automatic clipboard deletions at the end of each remote session is a key security feature for remote access tools. Automated clipboard deletion helps ensure any potentially sensitive information that has been copied to a clipboard cannot be accessed by unauthorized individuals hoping to paste confidential information into a document for their own use. Having this capability available as an automated feature is extremely helpful, as it can often be very easy for technicians to forget to manually delete the contents of their clipboard for security purposes.
6. VIDEO SESSION RECORDING
Video session recording is an extremely useful feature for MSPs leveraging remote desktop software because it can be used to review technician performance and historical data. With video session recording, your MSP can gain invaluable insight into how your technicians are delivering support, which can inform training initiatives and make the onboarding of new employees more efficient. This feature also allows you to hold technicians accountable, investigate customer complaints, and stay prepared for potential audits.
7. REMOTE PRINTING
If you choose a remote desktop software solution with remote printing capabilities, you’ll be able to print documents on a printer without being physically in the same location as the printer. This is a very practical feature that can save you time in several ways. For example, your team members might use this utility to print relevant documents for their customers in another location for easy delivery and information sharing. Technicians might even choose to print documents during their commute to the office so that they’re ready for them upon arrival.
Selecting the right remote desktop solutions for business
While the features listed in this guide may not be essential for remote access and remote desktop activities, they can each make your technicians’ jobs much easier and more efficient. Many of these features also provide added value for customers, which is likely to facilitate increased service uptake and customer satisfaction.
If you’re looking for a remote desktop solution for your MSP, SolarWinds® Take Control includes all of the features listed above and many more. This solution was designed specifically for MSPs and empowers your technicians to deliver dependable, efficient, and streamlined support. With Take Control, you can easily install software remotely and provide both attended and unattended remote support. This solution also features enterprise-grade security from the ground up, using advanced encryption like AES-256 and the Elliptic-Curve Diffie-Hellman protocol to help keep your MSP and your customers safe.
To strengthen data security even further, Take Control also utilizes multi-level authentication and session-specific PIN generation capabilities. For maximum ease and visibility during remote support sessions, this tool can establish connections in typically just a few seconds and offers 24-bit true color visibility, with support for multiple monitors. Take Control also offers high-level diagnostic tools, a remote printing utility, and the ability to conduct bulk file transfers. The solution makes it possible to conduct video session recordings, and historical notes and recordings are searchable for you to track a device’s past issues.
With all the above features, the extended functionality of Take Control gives it an advantage over competing remote desktop solutions. The emphasis on security is especially impressive. Take Control is ISO 27001 certified for its development processes, maintenance and support of the monitoring software, and uses FIPS (140-2)-compliant cryptographic library modules to help secure Windows device to Windows device remote connections. If you are ready to get started, access a 14-day free trial of SolarWinds Take Control here.