Remote support for mobile devices: How to choose the right software
Over the past decade, there has been an unprecedented shift from traditional desktop web browsing to mobile-based exploration for personal and professional use. In fact, the mobile share of global web traffic increased from around 31% in Q1 2015 to just under 60% in Q3 2022.
Managed service providers (MSPs) shouldn’t ignore this trend. They’ll need to ramp up efforts to support mobile endpoints such as iPhones, Android devices and tablets.
Below, we’ll discuss one of the best ways to support customer and employee user bases: remote support for mobile devices. We’ll explain what it is, how it’s used, the benefits and challenges, and various solutions to consider (and what to look for in them).
What is remote support for mobile devices?
Remote support for mobile devices is a service through which technicians and operators can access users’ phones, tablets, and other devices remotely to help resolve issues. The connection may be initiated from a computer or another mobile device. Then, the service provider takes control of the user’s device (exclusively or not) until the issue or concern has been fully resolved.
Remote mobile support is more important than ever because the growing amount of web activity—both professional and personal—occurs via mobile rather than desktop interfaces. Corporate in-house solutions often do not suffice, as 53% of companies are outsourcing mobile device management, per Samsung.
Common use cases of remote support
As mentioned, some of the most common uses of remote control and support involve troubleshooting and issue resolution. Users with problems they can’t figure out on their company-managed devices can get near-instant relief through remote help.
Another use of remote assistance is software installation and configuration. Support techs can take control of users’ phones to initiate, manage, or troubleshoot installs for complicated proprietary software.
They can also help ensure that a company’s device management policies are followed across staff- or company-owned devices. This is critical to secure and efficient Bring Your Own Device (BYOD) policies.
If your team manages machines for a remote workforce, odds are they’ll need to pop in and do routine maintenance while the end user is working. Once the end user is connected to a support session, the technician should be able to get in, troubleshoot the problem, and get out with as little disruption as possible.
Benefits and challenges of remote support
On the positive side, remote support allows companies to manage, monitor, and ensure secure and efficient use across their employees' phones, tablets, iOS devices, and Android devices—whether the company has supplied them or not.
But, on the negative side, remote support has its challenges. For instance, managing a wide array of devices effectively can be hard, especially in hybrid settings with little visibility over which devices are being used, in what ways, by whom, and from where.
Let’s explore some remote support benefits and challenges.
Benefits of remote support for mobile devices
When implemented and managed effectively, remote support for mobile devices helps companies in several ways by ensuring personnel are able to use their devices.
Here are some of the biggest benefits you can expect from remote support:
- Increased efficiency: Technicians can address issues more directly without needing to depend on user-supplied feedback or mediate tech literacy issues.
- Cost-effective troubleshooting: Multiple remote support sessions can be conducted simultaneously by the same technician, minimizing support costs.
- Convenience for users and technicians: Remote support eliminates the need for on-site scheduling, making troubleshooting easier for all parties.
- Enhanced user experience: Users spend less time dealing with (and failing to resolve) issues, creating less friction and supporting greater productivity.
To take full advantage of these benefits, you’ll need to pick a remote support solution best suited for your organization’s particular devices, uses, and needs—a topic we’ll explore more in a later section.
Challenges of remote support for mobile devices
While an effective remote support solution can be a boon to business, some obstacles can hinder the value it promises. Examples include:
- Connectivity issues: Depending on network quality, location, and other factors, the operator or user could experience a lack of (or dips in) connection.
- Device compatibility: Organizations often have to manage many different kinds of devices simultaneously, with diverse configurations and needs.
- Security risks and privacy concerns: Devices connected to home and/or public networks may not have the requisite security configurations.
- Complexity of setup and use: Software solutions that require an installation before initial contact can burden the user that they cannot handle alone.
The increased volume and diversity of devices will also magnify obstacles over time as more and more people work from home or in hybrid setups. Remote work trends, such as 98% of workers wanting at least partial WFH, point toward increases in the amount and variety of mobile use in the future, so companies will need to support it carefully.
Implementing a remote support solution can help overcome these and other issues.
Types of remote support solutions
Remote support for mobile devices can take many different forms. However, the most popular solutions are often software-based. These solutions utilize programs, web apps, or connections to the cloud to give a technician remote access to a device.
There are also hardware-based solutions for remote support more broadly, typically focused on larger devices such as desktops, laptops, or tablets. These deployments involve a physical installation on the device that allows technicians to access it.
In addition, hybrid solutions utilize a combination of hardware and software, including on-premise hardware that connects to software on end users’ devices and gives technicians anywhere the ability to provide support. This is one way providers can achieve unattended access or remote support initiated and managed without the end user's required inputs or actions. It’s also possible via software.
Key features of remote support software
In addition to the baseline of enabling remote support sessions, here are some of the top functions to look for when comparing remote support for mobile solutions:
- Real-time screen sharing: Technicians can view and control end users' screens from anywhere, enabling near-immediate service.
- File transfer capabilities: Once a connection has been established, support techs can swiftly and easily move files or folders onto or off a mobile device.
- Remote control administration: Support techs can take full control of a mobile device from anywhere rather than relaying instructions to users.
- Multi-platform compatibility: Platform- or device-agnostic support allows interoperability between Windows, Apple, Android, iOS, and other endpoints.
- Security and encryption measures: Encrypting transmitted data adds an extra layer of security, so even lost or stolen data can’t be read.
- Chat and communication tools: Enabling communication between the user and technician allows for smoother service and a better customer experience.
Although remote access is a technological capacity, the best solutions emphasize person-to-person connections and holistic support. Connecting to users’ devices allows techs to solve their problems and improve their lives as swiftly as possible.
How to choose the right mobile support software
Ultimately, picking the right tool comes down to a few simple steps. First and foremost, you’ll want to evaluate your needs concerning coverage.
Determine:
- The kind(s) of devices
- What apps or programs your devices need for business purposes
- Which (if any) configurations you’ll need to standardize, and across how many users
You should also consider ease of use early on. How technically savvy is your user base? How much support, if any, will they need with the initial install and setup?
Next, start thinking about logistics. Consider the likelihood and possible fallout from interruptions for both implementation and eventual service sessions. If interruptions must be avoided at all costs, an unattended solution might be best.
There are also matters of education to consider. Ask yourself, to what extent do users need training on how and why remote support will help them? And does your target solution provide opportunities for users to learn?
Security is another pivotal consideration, especially for organizations that process sensitive data regularly. Suppose users’ devices are likely to contain or be connected to systems housing protected or regulated information. In that case, you may need to pick a provider who’ll help you remain compliant—and/or who’s certified themselves.
Finally, you’ll want to consider the solution's potential for growth. The best remote support tools are scalable and flexible, allowing you to add more coverage or features as your business and user base grow. In other words, you need a partner who can support your growth.
Learn more about remote support software
Remote support for mobile devices is a service that meets users where they are. If you rely on your customers’, employees’, or other stakeholders’ mobile devices for critical business functions, you should be able to manage and support those devices anywhere they might be.
Remote support allows you to do this effectively at scale.
With ScreenConnect Remote Support, you can power all of these functions across a wide array of devices and use cases. Our best-in-class service keeps your stakeholders’ devices secure and productive.