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Remote Video Support: Desktop Software vs. Mobile Apps for Best Results

96% of customers will leave a company if they experience subpar customer service. That means that if you aren’t making quality customer service and support a priority, the vast majority of your customers might already have one foot out the door.

You know truck rolls are an expensive way to offer customer support, but you’re not sure if there is a remote video support tool available that can conveniently and reliably provide the level of service your customers expect. There are tons of options for live visual support communication tools on the market, but which is best - desktop software, or downloadable support apps?

Blitzz offers one of the most innovative remote video support tools on the market, so we’ve seen the good, the bad, and the ugly of the available options. This post will explore the pros and cons of both desktop software and downloadable applications for remote video support. 

Desktop Software vs. Mobile Apps for Remote Video Support 

Remote video support has seen an explosive amount of growth in recent years. The industry has grown far beyond video chat. Live remote assistance applications can integrate with your CRM tools, chatbots, and more.

Businesses across the globe are realizing that supporting their customers from afar is not only possible but often more efficient and just as effective as sending a technician in person. But one big question remains: Which method of remote video support is superior, desktop software, or mobile apps?

At Blitzz, we know that every business has different needs for their clients’ and customers’ support, which is why this post will outline the advantages and drawbacks of both sides. If you’re interested in seeing if Blitzz Concierge might be the solution for you, schedule a free demo today! 

Desktop Software

When we mention Desktop Software for Remote Support, we are referring to applications that allow a technician to view and access a customer’s desktop environment. Some examples of this type of software are Dameware Remote Everywhere, TeamViewer, and LogMeIn Rescue.

Pros of Desktop Software

  • Desktop software like the options listed above tend to work fairly well for providing software support for programs on the customer’s desktop. 
  • Some of the strongest features of desktop software are screen sharing and remote access. The former allows your support agents to view the customer’s desktop environment remotely. The latter allows a support technician to take control of the customer’s computer environment to solve the problem themselves.

Cons of Desktop Software

  • One downside of desktop software is that, in order to use this type of remote assistance, your customer must download the software onto his or her computer. Some customers may be hesitant to download new software onto their machines. Even if they are not hesitant to install the software, they may be irritated by the roadblock the installation requirement adds to their attempts to troubleshoot their problem. 
  • Desktop software is also not portable. The customer will need to be sitting at the computer where they have installed the software in order to speak with your agents. This makes it both less convenient for your customers and makes it difficult to troubleshoot hardware issues, or problems with a machine other than the client’s desktop device.

Mobile Apps

The second common type of remote video support tool is a mobile application. A mobile app is downloaded onto the customer’s mobile device and allows them to use their device’s cameras to work with a support agent for assistance. Some examples of mobile support apps include TechSee and Zoom.

Pros of Mobile Apps

  • One big upside to using a mobile app for your remote video support is that it is portable. This is not only convenient for the customer, who no longer needs to be chained to their desktop to receive support, but it also makes it much easier for the customer to get assistance with hardware, and with machines other than their main desktop device. 
  • In addition to video chatting, some mobile remote support applications also offer augmented reality (AR) support. With the help of AR remote customer support, agents using these mobile apps can interact with the video image on the customer’s screen, helping to easily and efficiently guide them toward the solution to their problem. 

Cons of Mobile Apps

  • Much like desktop software, mobile support apps generally require installation. This means that before getting help from your customer support line, a customer would need to log into their mobile device’s app store. This can be an irritating additional hurdle for a frustrated user, especially as with remote support, customer service should solve issues faster and more conveniently than scheduling an on-site visit.  
  • Not all customers will want to communicate with a support line from their mobile device - many may still want to schedule a call from their desktop device. This means a mobile app may also be less useful than desktop software if the mobile app is not properly integrated with a desktop experience. 

A Better Option for Remote Video Support

We have explored the pros and cons of desktop software and mobile apps for remote video support, but there is another option: you could opt to use a tool like Blitzz.

Blitzz has all the portability and AR integration of a mobile app, as well as the reliability of desktop software, all without requiring your frustrated customers to download or install anything. 

If you are interested in leveling up your remote video support and offering your customers service that will not only encourage them to stay on board but leave them raving, try Blitzz free today!

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Published by Rama Sreenivasan October 6, 2021
Rama Sreenivasan
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