"What do you do when a client needs computer support?"
Sure, you could try to diagnose a problem and talk them through a solution over the phone. That’s what they did 40 years ago. Or, maybe you send them an email questionnaire and follow it up with a set of fix-it instructions. That's what they did 35 years ago.
But ever since Carbon Copy (before the internet became popular and we used telephone modems), most people supporting computer users have employed some kind of remote support software.
The question now is, "What remote support software are you going to use?"
There are lots of choices. While Insightful Accountant has already looked at a handful of them, one of the best we have yet to explore is ISL Online (ISL, for short). ISL is a great remote access solution for businesses of almost any size and nearly any requirement.
The software offers one of the most technologically advanced remote access solutions for Windows, Mac, Linux, iOS, Android and Windows 10 Mobile. It also offers an assortment of remote access tools techs will find beneficial—with multiple subscription options.
ISL can be a computer or software technician's best friend by allowing them to quickly connect to a client’s computer (as long as internet service is available). This makes troubleshooting, diagnosis and problem resolution much simpler than all those old methods.
Unlike the other remote solutions we have examined, ISL offers numerous ways to connect with your clients needing support. Remote access can be initiated using an invite-only email with a session code that downloads ISL Light Client on the client’s computer.
Image source: ISL Online
Adding a textbox to your website makes access extremely easy for clients to connect. Clients can start a remote desktop session from a live chat after you add a chat button to your website.
For unattended support, technicians can install ISL "Always On for Windows or Mac" on the client’s computer.
Clients also can go to the islonline.net login website and enter a session code to enable remote access. Technicians can use the same code to join the session from their ISL enabled computers.
Image source: ISL Online
In addition, ISL makes it possible for you to add your own branding to customize ISL Online to match your business model and workflows.
Once connected, you have file sharing and messaging, as well as control of the remote computer at your fingertips. ISL displays all remote monitors on a single screen, or lets you view each remote monitor in a distinct window locally (shown below), which makes it easy to toggle between monitors.
Image source: ISL Online
When I say remote control, I’m talking about keyboard and mouse control, session pause, restart/reconnect, curtain (black screen) mode, session recording, adding extra participants or transferring the session directly to another support tech (perhaps with additional skills or authority). (The figure below shows the feature risk task bar available with ISL.)
Image source: ISL Online
Clients always have the option of accepting or refusing remote logins. They also can limit file transfers or designate transferred file locations when being sent a file.
Speaking of file transfer, ISL allows you to transfer files quickly and securely during a remote session. The dual-panel file manager (shown below) provides easy navigation and file management on both the remote and local computers.
Image source: ISL Online
For a complete list and brief summary of all of ISL’s features and functionalities, see this webpage.
When it comes to security, ISL uses RSA 2048/4096-bit public/private key exchange to negotiate symmetrical AES 256-bit end-to-end encryption. This protects the data transfer between the local and remote computer.
Unlike many of the other products in this category, ISL offers Cloud (SaaS), Self-hosted (Server licensed) and MPC (Hybrid) licensing. You can see which model best fits your business, and then determine the license requirements for users, workstations and clients that will work for you.
ISL Online is a secure, reliable and feature-rich remote solution that allows you to support your clients or access unattended computers.
If you are in the process of exploring alternatives to the software you have been using to assist your clients, check out ISL Online and consider its 15-day (no credit-card required) free trial.
Footnotes and Disclosures:
Portions of this feature, including graphical artwork contained therein, have been used or adapted from content source materials appearing on the ISL Online website or within their other media materials. ISL Online and ISL Lite are registered trademarks of ISL Online. ISL Online is a privately held company with world headquarters in Slovenia; they have a US office located in Newton, North Carolina. ISL Online was founded in 2001, and now has offices around the world.
Any ISL Online source materials appearing within this Insightful Accountant feature were adapted by and are furnished solely for educational purposes.
Any other trade names used within this article, including any other vendor (app/software) discussed herein, refer to products that may be registered, trademarked or otherwise held by their respective owners. They are referenced solely for informational and educational purposes.
This is an editorial feature, not sponsored content. No vendor within this article has paid Insightful Accountant or the author any form of remuneration to be included within this feature. The article is provided solely for informational and educational purposes.
The publication of this article, nor the inclusion of this product within any related series, does not represent an endorsement by either the author or Insightful Accountant.
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