Best remote helpdesk software for distributed support teams

In a connected world, you are continuously seeking efficient ways to manage your distributed teams and offer exceptional customer support. In such a scenario, traditional methods of customer service might fall short. This is precisely where top-tier remote help desk software can help. It ensures seamless communication, real-time issue resolution, and cohesive team collaboration.

A recent Freshworks survey revealed that 65% of customer service leaders anticipate operating under a remote or hybrid model. Furthermore, 75% are actively amplifying their investments in remote-centric technology - remote help support software to collaborative hardware tools.

Yet remote support comes with a few challenges. The risk of operational disorder increases if you have teams spread across continents. Your team may have agents juggling multiple tools, struggling to coordinate with team members in different time zones or facing tech glitches hindering productivity. A robust remote help desk software can help overcome these challenges easily.

Offering seamless collaboration and cutting-edge remote help desk software capability ensures that every agent, no matter where they are located, delivers immaculate service, prioritizing customer satisfaction.

This article will explore the must-have tools and technologies to set your team up for greater success.

What is remote help desk software?

Remote support software or rather remote help desk software is a comprehensive suite of tools and technologies designed to help support agents and IT professionals in assisting internal or external customers, regardless of geographical location. These tools serve a simple yet powerful purpose: to capture, address, and resolve customer enquiries across locations, ensuring the support given is contextual and holistic.

Most of these tools are cloud-based, providing users unmatched flexibility. For instance, an agent in Tokyo can swiftly and seamlessly access the software to aid a customer in Toronto.

If you are dealing with complex technical issues, tools like remote help desk software streamline external customer support and boost internal team collaboration. 

Additionally, these platforms have repositories of articles and how-to guides. Imagine there is a new member in your remote support team. Instead of reading extensive manuals or attending long training sessions, they can quickly access this valuable source of information to get ready.

5 Best remote help desk software for customer service teams

1. Freshdesk Omni

Designed for modern, distributed customer service teams, Freshdesk Omni ensures that every customer query is answered, irrespective of its source or location.

As a cloud-native solution, Freshdesk Omni frees your team from geographical constraints. Irrespective of their location, your agents can get started with an internet connection.

Key features

• Omnichannel support: You can serve customer queries irrespective of their source: email, Facebook, Twitter (X), or your web portal.

• Unified inbox: You can consolidate all customer requests, ensuring nothing falls through the cracks.

• SLA management: You can customize your service commitments based on your business hours.

• Automation and routing: You can ensure every ticket is routed to the right agent.

• Collaboration tools: It allows agents to handle tickets and share insights jointly.

• Knowledge base: You can enable your customers to help themselves through a dynamic self-service portal.

• Integrations: You can integrate with tools like Splashtop, TeamViewer, DropBox, Box, and more.

• Security protocols: You can be assured that industry-certified security measures and encryption protocols protect your data.

Why do people like Freshdesk Omni?

Freshdesk Omni is preferred for its intuitive design, robust functionalities, secure remote access, and cost-effectiveness. 

Try Freshdesk Omni today!

Freshdesk Omni offers a comprehensive omnichannel, combining conversational AI and superior ticketing, self-service, and reporting tools to delight customers. 

Your current systems can be easily integrated with Freshdesk Omni, which offers a user-friendly interface for your agents. In addition, Freshdesk Omni can seamlessly expand to accommodate your business's growth.

Some other benefits include:

• User-Friendly: Its intuitive interface reduces training time and boosts agent productivity.

• Scalability: It grows with your business, adapting to changing needs seamlessly.

• Efficient Ticket Management: It streamlines support processes, ensuring responsiveness and quality.

• Omnichannel Support: It consolidates customer interactions across channels for consistent service.

Backed by Freddy AI—our powerful AI platform—Freshdesk Omni provides an intuitive interface that enables you to interact with the software using natural language. It is easy to set up, configure, and manage—allowing you to save time and resources. 

2. Freshdesk

Freshdesk is a comprehensive help desk software that lets you resolve customer issues fast, irrespective of the location of the customer. Built to delight your customers remotely, with Freshdesk, you can personalize email experiences and self-service across portals and the web, all powered by a robust knowledge base. Intelligently route tickets and collaborate seamlessly with team members to ensure quick and accurate resolutions. 

Freshworks’ powerful AI, Freddy AI powers collaboration tools that can improve cross-functional workflows, helping agents get more done, and customers get exceptional service every time.

Key features: 

• Self-service: Launch self-service options and help customers find answers on their own.

• Workflow automations: Automate routine, time-consuming tasks to improve team efficiency.

• SLA management: Ensure customers get responses and resolutions on time by setting up SLA reminders and escalations.

• Agent productivity features: Enable agents to perform at their level best with canned responses, custom ticket views, scenario automations, and in-app notifications.

• CSAT: Track and manage customer satisfaction with feedback forms.

• Collaboration: Enable your team to collaborate with each other and resolve customer issues faster.

• Reporting: Get insights on customer service performance and KPIs with reports and live dashboards.

• Marketplace: A diverse range of applications (WFM, field service, telephony, chatbots, etc.) accessible in one unified platform.

• Mobile app: Support on the go with the Freshdesk mobile app available on Android and Apple

Pricing

Pricing starts from: $0

Free trial period: 14 days

Advantages:

• Reduced Ticket Volume: Empower customers with a self-service knowledge base, deflecting repetitive complaints and freeing agents for complex issues.

• Improved Agent Productivity: Automated workflows, collaboration tools, and AI-powered assistance empower agents to resolve issues faster and focus on delivering exceptional service.

• Enhanced Customer Satisfaction: Offer a convenient and consistent customer experience across all channels, leading to happier and more loyal customers.

Why customers rave about Freshdesk?

Freshdesk offers a modern and intuitive user-friendly interface that makes it easier for agents to navigate and manage tickets.

“The product maintains a record of customer interactions so you can respond efficiently to new requests and manage the resolution of issues. It allows you to effectively track a large number of customer interactions and easily manage them. We manage about 49 interactions per week, and this product makes it easy to keep track of all these conversations.” — Verified user review, Trust Radius

3. TeamViewer

TeamViewer has been one of the most widely used platforms by IT admins and support agents worldwide for remote device access. It provides seamless and secure support for troubleshooting issues or assisting end-users with an app glitch on their device.

Key features

• Attended and unattended access: Whether the user is available or not, TeamViewer enables agents to connect and resolve issues.

• Cross-platform compatibility: Be it Windows, Mac, Android, or iOS, TeamViewer works well across all major operating systems.

• Mobile access: It enables you to resolve issues through smartphones.

• File sharing: You can transfer files quickly during a support session, making problem resolution even faster.

Pros and cons of TeamViewer

Pros:

• User-friendly interface: An intuitive design ensures agents and users can easily navigate.

• Multi-device functionality: The platform offers a uniform experience across all devices, enhancing the user experience.

Cons:

• Price points: While TeamViewer offers a free version, the licensed versions can be expensive for small business owners.

• Occasional lags: Some users have reported occasional lags during high-resolution screen sharing.

4. RemotePC

RemotePC is a solution that offers on-demand remote support software for computers and mobile devices. Seamlessly bridging the gap between support technicians and customers, this tool is preferred by many businesses and Managed Service Providers (MSPs).

Key features

• On-demand connections: It helps to establish remote support software sessions quickly, whether on a customer's PC, laptop, mobile device, or server.

• Screen sharing: While providing a demo or solution walkthrough, you can share your screen with the customer for more transparent communication.

• Video call: This feature enhances the support experience and facilitates quicker resolution of issues in remote systems.

• Scheduled sessions: This feature allows you to schedule support sessions and sync with your customer's availability.

Pros and cons of RemotePC

Pros:

• Efficient customer support: You can experience smooth remote desktop connections, even at the speed of 60 FPS.

• Integration with support platforms: You can integrate with various support and ticketing platforms for a seamless experience.

Cons:

• Limited advanced features: It offers limited advanced functionalities compared to some competitors.

• Pricing model: Some users might find the pricing model rigid for different business sizes.

5. Zoho Assist

Zoho Assist, a product of Zoho Corporation, offers attended and unattended remote access features that enable businesses to provide enhanced customer support.

Key features

• On-demand remote support: With Zoho Assist, you can instantly troubleshoot issues on remote computers. For example, if a customer reports an issue with their software, an IT team member can initiate a remote session immediately, without any prior installations, and provide a solution.

• Unattended remote access: This feature allows technicians to set up computer connections, even when no one is on the other end. This can be particularly useful for regular maintenance or updates on company-wide devices.

• Live multi-monitor access: This feature ensures technicians can easily navigate multiple screens.

• Augmented Reality (AR) remote assistance: This feature allows technicians to access the client's smartphone camera in real-time, providing AR-based guidance. Imagine a scenario where a factory worker needs assistance with machinery; with this feature, experts from the IT support team can quickly provide guidance remotely.

Pros and cons of Zoho Assist

Pros:

• Simple and quick: Starting a remote support session  is easy. For instance, a customer needing quick assistance does not need to download anything and can join via email invites.

• Affordability: Zoho Assist offers a free version with many features, making it a good choice for startups or businesses with a budget limit.

Cons

• Learning curve: With various features, new users might require time to acquaint themselves with all functionalities.

• Connectivity issues: The quality of the remote support session  may vary depending on the internet connection of both parties.

Benefits of remote help desk software for customer support

Providing your remote customer support team with robust remote support software amplifies your help desk capabilities and yields tangible benefits.

1. Cost efficiency: Businesses no longer need to establish physical help desks in every customer location. By leveraging remote support software, companies can centralize their support operations, significantly cutting operational expenses.

2. Detailed assistance: Sometimes, customers get stuck with self-troubleshooting, or agents encounter complex issues. With the right software, agents can seamlessly connect to customer devices to provide comprehensive solutions and eliminate guesswork.

3. Swift resolution: The convenience of directly accessing and assisting on a customer's device eliminates lengthy email chains. This direct approach ensures issues are closed faster, enhancing customer satisfaction.

4. Enhanced productivity: Managing a remote team's performance might be challenging. However, monitoring and enhancing team efficiency becomes very easy with features like Service Level Agreements (SLAs) and performance dashboards embedded in remote support software.

5. Scalable support: A key benefit of remote support software is its scalability. As your customer base grows, so can your support infrastructure without the need for substantial new investments or resources. It is a model that can easily adapt to dynamic business demands, ensuring consistent support quality.

Suggested read: The complete guide to delivering an omnichannel customer experience

Some must-have remote support tools for your customer service team

Tools that enhance remote operations are indispensable. Not only do they streamline tasks, but they also ensure your team consistently delivers unparalleled support. Here are some essentials that your team must have:

1. Remote help desk software

Think of this as your virtual command center. Remote, cloud-based and versatile help desk software lets you track, organize, and address customer queries from anywhere, anytime. Teams can retrieve relevant customer data, ensuring prompt and personalized customer support. Moreover, the ability to establish SLAs and track agent workloads makes managing tickets effortless.

2. Collaboration and communication tools

Remote work relies on clear and seamless communication. Tools such as Slack, Microsoft Teams, or Google Hangouts are essential for keeping everyone connected. The real benefit emerges when you integrate these with your remote support software, enabling agents to collectively address inquiries with full context.

3. Remote access software

Remote access software allows agents to securely connect to a customer's device, facilitating real-time troubleshooting. Whether it's an attended or unattended session, this tool ensures seamless access to the customer's device, regardless of physical distance.

4. VPN tools

With security being paramount, with VPN tools, every data exchange between the customer and agent remains encrypted. This protective layer ensures confidentiality and shields sensitive information from potential threats.

5. File sharing apps

Transferring files, be it screenshots or events logs, should be hassle-free. File-sharing apps enable seamless, secure transfer between the customer and agent. Whether it's an image, text document, or screen recording, these tools ensure the prompt delivery of essential data to the intended recipients.

Remember, while standalone tools are valuable, integrated remote support software can bring all these functionalities under one roof. Platforms like Freshdesk Omni, for example, offer seamless integrations with a wide range of tools, including remote access to collaboration.

Choosing the best remote help desk software for your business

The remote help desk software you choose plays a significant role in ensuring that your customer support remains uncompromised. But with many options available, how do you make the right choice? Here are a few factors to consider:

1. Comprehensive solution

The ideal remote help desk solution should function as an all-in-one solution, offering cost-effectiveness and convenience through a wide range of features within your chosen platform. For instance, some tools might excel in remote access but lack crucial help desk features. Similarly, some might offer robust ticketing systems but fall short in file-sharing capabilities.

2. Prioritize ease of use

Your remote help desk software should be intuitive. Setting up rules and SLAs and monitoring team performance should be quick and simple. Similarly, your agents should be able to get well-versed with the tool quickly, ensuring they can consistently deliver enhanced remote customer support.

3. Do not compromise on security

Remote data transfer demands a high level of security. You must ensure the software you consider is updated with industry-standard encryption protocols. You must look for certifications like SOC and ISO, which indicate that the software has undergone rigorous security checks.

4. Scalability matters

The best remote support software grows with your business. Before committing, analyze the scalability of the software. Check: Can it accommodate an increasing number of technicians without exorbitant costs? Does it offer varied pricing plans, letting you scale at your pace?