Today, people widely use a mix of Windows, Mac, iOS, Android, and Chromebook devices. Therefore, it’s important that IT and help desk teams are able to provide cross platform remote assistance in order to accommodate their users.
What is Remote Assistance
Remote assistance is a technology that allows IT professionals or support technicians to access, view, and troubleshoot a user’s device remotely. This service is crucial for providing immediate support without the need for physical presence. It facilitates screen sharing, file transfers, and real-time communication, making it easier to diagnose and fix issues. Remote assistance improves efficiency, reduces downtime, and offers a secure method for IT support to address problems across various devices, including computers, smartphones, and tablets.
Remote Assistance Insights: Operational Benefits and Security Considerations
How Does Remote Assistance Work?
Remote assistance enables IT professionals to connect to a user's device over the internet.
User requests support: A user experiencing an issue contacts IT support or a technician and may be asked to download a lightweight support app or client.
Session is initiated: The technician sends a session code or link that the user enters or clicks to grant temporary access to their device.
Connection is established: Once the session begins, the technician can view the user’s screen and, with permission, take control to navigate the device, run diagnostics, or apply fixes.
Troubleshooting and resolution: The technician performs tasks such as software configuration, issue resolution, or system updates, often while communicating with the user via chat or voice.
Session ends securely: After the issue is resolved, the technician ends the session. The user can revoke access at any time, and no permanent control remains unless explicitly configured for unattended access.
Remote assistance tools like Splashtop are designed to make this process fast, secure, and easy, allowing support professionals to resolve issues efficiently without being physically present.
Key Benefits of Remote Assistance for Business
Enhanced efficiency and productivity: Remote assistance allows IT teams to resolve issues quickly without waiting for on-site visits or physical access. With instant screen viewing, remote control, and live communication, technicians can address problems in real time, reducing downtime and helping employees return to work faster.
Reduced operational costs: By eliminating the need for travel and minimizing device downtime, businesses can significantly cut costs associated with traditional IT support. Remote assistance also reduces the need for on-site IT staff in satellite locations, resulting in a more streamlined and cost-effective support model.
Increased accessibility and flexibility: Remote assistance enables support teams to help users anytime and from anywhere. Whether employees are working from home, traveling, or using personal devices, technicians can securely connect to resolve issues across devices, platforms, and locations.
Better customer and employee experience: Fast and effective support builds trust and satisfaction. Employees feel more supported when help is just a few clicks away, while customers benefit from faster resolutions. Remote assistance tools also allow for real-time communication, screen annotation, and guided navigation, making the experience more interactive and helpful.
Applications of Remote Assistance
IT helpdesk and technical support: Support teams use remote assistance to resolve user issues in real time, minimizing downtime and improving resolution rates without the need for on-site visits.
Customer support services: Companies assist customers remotely by walking them through software setup, troubleshooting hardware, or resolving application errors using secure screen sharing and control.
Onboarding and training: Remote assistance allows teams to guide new users through system setup, software usage, or company policies by sharing screens and offering hands-on demonstrations.
Device troubleshooting in education: Schools and universities use remote assistance to support students and staff, helping them resolve device or app issues quickly in remote or hybrid learning setups.
Field service technician support: Remote experts can assist field technicians by viewing their device screens, helping them diagnose issues on specialized equipment or machinery in real time.
Role of Privacy and Security in Remote Assistance
Security is paramount in remote assistance. Remote assistance must be handled with care. Key considerations include using encrypted connections, implementing strong authentication methods, and ensuring compliance with privacy regulations. These measures help protect sensitive data and maintain user trust while providing effective remote support.
What is the Difference Between Remote Desktop, Remote Access, and Remote Assistance?
Term | Definition | Primary Use Case | User Interaction Required |
Remote Desktop | A session where a user connects to and fully operates their own computer from another device as if physically present. | Working remotely on a primary desktop, accessing apps/files from home or while traveling. | No (user accesses their own device) |
Remote Access | The ability to connect to and interact with another computer or device remotely, either attended or unattended. | IT management, accessing servers, controlling kiosks, or cross-device access. | Not always (can be unattended) |
Remote Assistance | A support session where a technician connects to a user’s device (with permission) to troubleshoot or guide them. | Technical support, customer service, or helping employees resolve issues. | Yes (end-user grants permission) |
Best Remote Assistance Tools for Remote Support
Splashtop
Splashtop is the top choice for remote assistance due to its superior performance, affordability, and comprehensive feature set. It ensures secure connections with end-to-end encryption and multi-factor authentication. Splashtop supports a wide range of devices, including remote assistance for Windows, Mac, iOS, and Android devices, making it versatile for any IT environment. With its user-friendly interface, high-speed connections, and exceptional customer support, Splashtop outshines its competitors, providing businesses with reliable and efficient remote support solutions.
TeamViewer
While TeamViewer is a well-known remote assistance tool, it often comes at a higher cost and can be more cumbersome in terms of subscription management. Users have reported difficulties with the cancellation process and less responsive customer support compared to Splashtop. Additionally, Splashtop users enjoy a more streamlined and user-friendly experience. Businesses may find Splashtop to be a more cost-effective and better alternative to TeamViewer.
AnyDesk
AnyDesk is another remote assistance tool, but it tends to be more expensive compared to Splashtop. Splashtop offers better value, especially for larger organizations, with features like volume discounts and more robust support options. This makes Splashtop a better alternative to AnyDesk.
Splashtop Remote Support for Remote Assistance
Splashtop Remote Support makes remote assistance to your users’ computers, tablets, and mobile devices as simple as sharing a session code. The moment your user needs help, send them a link to go to where they can get the SOS app which gives them their session code.
From there, you can use the code to launch the remote connection to their device. Remotely control Windows, Mac, and Android devices. Remotely view iOS and Chromebook device screens in real time.
Not only is it simple, but it is also powerful. Splashtop Remote Support includes features like screen sharing, file transfer, remote reboot and connect, session recording, multi-monitor support, chat, and user management.
Remote Assistance Security with Splashtop
You can count on Splashtop to keep your devices and data secure during remote assistance sessions. Our infrastructure is hosted on AWS with robust firewalls, data encryption, and DDoS mitigation.
Splashtop features 24x7 intrusion detection with industry-standard best practices for security enforcement. Apps are secured with device authentication, two-factor authentication, and 256-bit AES encryption.
Try Splashtop Remote Support for Remote Assistance for Free
With Splashtop Remote Support you can provide remote assistance to an unlimited number of devices. You can also add access to unattended computers and devices.
See how easy it can be to troubleshoot and resolve issues on any device over a remote connection. Remote assistance has never been easier, faster, or more secure. Start your free trial today and find out why over 30 million users trust Splashtop for their remote assistance needs.
