Remote desktop control: a feature dive

It’s not always easy to explain a complex fix over the phone or email. And when dealing with complicated technical support queries, the customer’s confusion can quickly turn into frustration.

Sometimes, then, it’s easier to take a more hands-on approach and fix the problem yourself. You avoid making the customer feel stupid, and save yourself the time and effort of lengthy instructions. But how can you do that from your desk?

That’s where WhosOn’s remote desktop control feature can help you keep your support function running smoothly.


What is remote desktop control?

Remote desktop control allows you to take control of your customer’s computer. And with WhosOn, you can set up remote control access from within chat conversations.

This means you can escalate a tech support web chat into a remote session without delay or channel disruption. From there, you can see and control the visitor’s desktop to solve their issue directly.

And, in the meantime, the chat session remains active. So, if you want to explain what you’re doing to the visitor, you can continue to chat to them in the process.


Who uses it?

Only agents with the necessary permissions to the WhosOn remote desktop control option can access the feature. It’s usually reserved for more experienced support technicians who deal with second-line queries.

For agents, remote desktop control is empowering. It allows them to actively solve customer problems when words alone just won’t do. This means they can use their skills and knowledge to the best of their ability and help more customers with trickier issues. (Regardless of the customer’s technical prowess.)


Why is it useful?

Remote desktop control reduces the need for lengthy and complex phone calls. When it comes to technical support, the fixes needed aren’t always straightforward. And this means that chats get longer, and tickets pile up.

Remote desktop control saves time when calls or chats aren’t working for the customer. So, agents can maintain fast, knowledgeable service.

Sometimes, unavoidable jargon gets in the way. Or you could have a customer get frustrated because they can’t see what should be in front of them. Remote desktop control reduces this frustration and difficulty. It avoids the technical support Pictionary problem and reduces frustration for both parties in the chat.

Plus, it gives agents a chance to show customers what to do in case the problem ever happens again.


When do you use it?

You use remote desktop control when the chatting customer has a problem that’s both tricky and can be solved on their computer. Agents would most likely use it when written or spoken instructions have not worked for the customer. Or when the customer cannot fix the issue themselves, and the agent can.

As such, remote desktop is particularly useful for technical support requests.

Remote desktop control can also prove helpful internally. For instance, by allowing your IT service desk set up and support remote workers.


How does it work?

To use remote desktop control, agents need access to the remote control account.

Agents with this access right can set up remote desktop control sessions from the chat window. If they click to do so, WhosOn launches a remote control app and obtains a session ID.

From there, the chatting visitor will get a small file, which appears as a link in the chat window. When they click on it, it allows them to join the session. The agent now has remote access to their computer.

This means that the agent can see and control the visitor’s computer on their own monitor.

Remote access ends when either party hits close.


WhosOn remote desktop control

Remote desktop control is just one of the handy features WhosOn has to offer. Why not explore further, with a 30-day free trial?


Useful links

The demand for technical support live chat

Building a smarter service desk: the benefits of using a chatbot

WhosOn free trial