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The global workforce is more distributed than ever. With remote work and bring your own device (BYOD) policies becoming mainstream, IT teams struggle to provide tech support to employees spread across locations. At the same time, customer expectations of 24/7 online service continue rising.
Cloud-based remote support tools provide a flexible and efficient way to bridge this gap. Leading analyst firms like Gartner have reported surging demand for these SaaS solutions that allow support technicians to remotely access devices for troubleshooting and maintenance.
This article will discuss how Zoho Assist, a popular remote support software, can benefit your business. We‘ll highlight key capabilities, use cases, pricing details and alternatives to help you make an informed decision.
Understanding Remote Support Software
Remote support or remote desktop software solutions enable technicians to access, monitor, troubleshoot and fix devices remotely over the internet. They facilitate sessions through which support agents can see the end user‘s screen and control the device with the user‘s consent.
Some typical use cases are:
- IT teams supporting remote employees and office computers
- Help desk agents troubleshooting issues for customers
- Field services businesses managing on-site devices remotely
- MSPs monitoring and managing client networks and infrastructure
Remote support tools are superior to traditional screen sharing apps because they allow deeper access and control over the endpoint device. Features like file transfer, system reboots, command prompt access etc. make them indispensable for technical support scenarios.
Cloud solutions provide anytime, anywhere access without needing pre-installed software on every endpoint. The agent sends a one-time bundled app to initiate remote sessions. This makes adoption and scaling easier compared to on-premise tools.
Introducing Zoho Assist: A Robust Cloud-Based Remote Support Platform
Zoho Assist is a market-leading remote access and support tool offered by SaaS giant Zoho. It enables support technicians to connect with users‘ computers and mobile devices for remote troubleshooting.
With over 75,000 customers worldwide, Zoho Assist is built to handle the needs of large distributed enterprises as well as small businesses. Its key strengths include:
- Intuitive web-based dashboard with support for unlimited agents, users and concurrent sessions
- Agent workspace with smart session handling tools like session queue, help topics, CRM integrations etc.
- Remote control of Windows, macOS, Linux, iOS and Android devices
- 300+ third-party software integrations with solutions like Jira, Freshdesk etc.
- Role-based access control, robust encryption and advanced authentication mechanisms
- Scalable pricing model ranging from free for up to 5 users to enterprise plans
The software has three distinct client apps – remote support, unattended access and technician‘s portal. Technicians use the technician portal web app to initiate and manage remote sessions. Users receive email invites containing the lightweight remote support client used to share control of their desktop or mobile devices.
Compared to pure-play competitors like TeamViewer, Zoho Assist provides a more complete end-to-end support platform tailored for modern IT teams. Let‘s look at some of the core remote assistance capabilities it unlocks for your business:
1. Attended Remote Support Sessions
Zoho Assist makes it dead simple to launch live remote support sessions with end users. Agents can send email invites to users containing a one-click desktop or mobile app. This app lets users securely share control of their screen without needing IT assistance.
Once connected, technicians can troubleshoot issues in real-time through features like:
- Full remote control of keyboards and mouse
- Multi-monitor support
- File transfer between devices
- System commands like shut down/restart
- Whiteboard, annotations and screen recording
- Built-in chat and audio/video call
The easy self-serve model delivers quick resolution without draining help desk resources. Passwords and dynamic PIN-based authentication maximize security for users.
2. Unattended Remote Access
While attended support works great for engaging end users directly, IT teams also need the ability to perform maintenance tasks on devices without physical access.
Zoho Assist‘s unattended remote access module serves this purpose by letting technicians access unattended computers, servers, virtual machines (VMs), etc. after getting one-time authorization from device owners.
It streamlines activities like:
- Remote system administration and monitoring
- Running updates/patches on large fleets of PCs
- Checking power or connectivity status of offline machines with Wake-On-LAN
- Scripted bulk actions for updates, backups etc.
The module helps IT teams cut down on repetitive tasks and manual efforts needed to keep devices across locations updated and compliant. Bulk actions can be scheduled outside working hours to avoid disrupting users while software stays current.
Sophisticated cyberattacks frequently target unattended devices‘ vulnerabilities. Zoho Assist counters this by enforcing 2-factor authentication (2FA), single sign-on (SSO) using SAML, plus AES 256-bit encryption to create a fortress around unattended devices.
Detailed session logs also help trace user actions for auditing or forensics if needed. Role-based access and domain restrictions further bolster security.
3. Remote Meeting and Webinar Capabilities
Collaboration is vital for modern technical teams. Zoho Assist makes remote meetings more interactive and engaging through built-in screen sharing.
Instead of juggling multiple apps, teams can stick to one platform for the following:
- Initiating crisp HD video calls with VoIP audio
- Collaborative whiteboard for discussions and brainstorming
- Annotate slides, wireframes or designs in real-time
- Present any application or document with customizable layouts
With emerging technologies like virtual reality (VR) and Metaverse gaining ground, visual modes of communication will only keep rising. Zoho Assist lets dispersed teams bridge distance barriers and echo in-person meetings digitally.
What truly sets it apart though is the breadth of use cases it supports. From spontaneous troubleshooting sessions with customers to scheduled cooperation between globally distributed project teams – Zoho Assist flexibly serves varied needs.
Critical Capabilities for Secure and Reliable Remote Support
While remote assistance tools open up many benefits, they also pose risks if not implemented correctly. According to one survey, over 50% of IT leaders view remote access security as a key challenge.
Zoho Assist aims to provide robust protection for customers‘ data and systems without compromising productivity. Some ways it safeguards remote sessions are:
End-to-End AES 256 Encryption
All remote sessions in Zoho Assist leverage bank-grade AES 256 encryption applied to data transfers between agent and endpoint devices. Sophisticated tunneling mechanisms protect data confidentiality and prevent tampering of information in transit.
Authentication and Access Controls
Stringent authentication requirements like 2FA, SSO and dynamic connection PINs prevent unauthorized access to unattended devices. Granular access policies control remote actions allowed per agent or asset groups. Detailed logs allow complete session audits.
Security capabilities match leading VDI and DaaS solutions to inspire confidence even for highly regulated industries like healthcare, banking etc.
Native Platform Integration
Unlike some tools that require proprietary browser plugins, Zoho Assist simply runs as a system service on Windows, macOS and Linux machines. This offers better visibility into processes compared to sandboxed apps.
Native OS integration also ensures remote tools co-exist safely with local firewall, antivirus and endpoint security. No complicated network configuration changes are necessary either.
SOC 2 Type 2 and ISO 27001 Compliance
Being part of Zoho‘s stable and using shared secure infrastructure for the cloud admin platform gives added assurance to nervous CIOs.
Zoho owns and operates private data centers with top-tier physical, network-level and operational security controls that are independently audited and certified for SOC 2 and ISO 27001 standards annually.
Who Can Benefit from Zoho Assist?
Virtually every business can optimize costs and efficiency using reliable remote support capabilities – whether assisting customers externally or employees inside the organization.
IT Teams
Tech support and IT teams in enterprises supporting a highly distributed workforce are prime candidates for Zoho Assist. It minimizes downtime through speedy remote troubleshooting and allows managing thousands of devices spread across locations.
Task automation saves IT personnel hours otherwise spent performing mundane upkeep tasks manually. Support costs plummet when remote tools handle level-1 issues without escalation.
Managed Service Providers
MSPs shoulder the technology burden for SMBs lacking in-house IT staff. Zoho Assist lets MSP technicians support the diverse infrastructure estate across client sites easily.
It integrates nicely with popular RMM/PSA tools like Datto, ConnectWise, NinjaOne etc. as well. This allows smaller MSPs the efficiency and scalability of large providers at reasonable prices.
External Customer Support
Whether in consumer tech, digital payments, telecom, healthcare or other verticals – customer expectations of online service keep growing.
Zoho Assist enables around-the-clock customer support at lowered costs compared to field visits. Direct engagement also increases satisfaction and loyalty.
Self-serve Kiosk mode lets users initiate technical support sessions themselves after accepting terms. Custom branding for client apps improves trust and transparency.
Field Services Businesses
Formerly labor-intensive domains like HVAC, electrical systems, industrial equipment repair etc. now harness remote diagnostics and maintenance via tools like Zoho Assist instead of always dispatching technicians onsite.
Technicians can inspect issues digitally first before heading out. Quicker resolution and avoiding on-site visits ultimately save operational costs. Remote monitoring of equipment also enables more preventative maintenance.
How Much Does Zoho Assist Cost?
Zoho Assist offers various pricing plans for companies of different sizes:
1. Free Plan
Ideal for personal usage, Zoho‘s free plan supports up to 5 users with basic remote assistance. Key limitations are lack of mobility support, no multi-session handling and limited unattended access features.
2. Standard ($8 per agent/month)
For small teams, the Standard tier allows up to 10 simultaneous sessions with additional capabilities like iOS/Android support, voice/video chat etc.
3. Professional ($20 per agent/month)
MSPs, support centers and field tech teams are the target audience for Professional pricing. You can conduct up to 30 parallel remote sessions with priority email and phone support under this plan.
4. Enterprise (Custom Pricing)
Large businesses with 100+ technicians and thousands of endpoints require enterprise-class support. Custom packages at this tier provide virtually unlimited scale, granular admin controls and premium dedicated support.
One unique advantage is that Zoho Assist does not impose any user-based fees or surcharges, unlike certain competitors. You only pay per technician logging into the portal – making it easier to pilot and progressively roll out.
Leading Remote Support Tools Compared
It‘s worthwhile to compare Zoho Assist to remote desktop stalwarts like TeamViewer and ConnectWise Control to understand where it shines or falls short.
While TeamViewer still enjoys higher brand recall in some corners, Zoho Assist beats it across critical dimensions like mobile support, broad third-party integrations and unified admin portal.
ConnectWise Control offers better multi-technician collaboration features but lags in areas like cloud deployment and competitive pricing.
In summary, Zoho Assist strikes an excellent balance between sophistication demanded by large managed services businesses while staying affordable for lean startups or in-house IT teams.
Get Started Securing Your Remote Access
As the remote work revolution accelerates, every organization needs a dependable way to provide technical support digitally. Trying to make do with consumer screen sharing tools for business use or not having centralized oversight of endpoints is reckless.
Zoho Assist enables robust, secure and scalable remote assistance powered by a unified cloud platform. Whether you have 5 users or 50,000 devices – Zoho Assist‘s capabilities and pricing can scale to your needs.
The software is ready to deploy with your existing systems too thanks to out-of-the-box integrations with solutions like ActiveDirectory, antivirus suites and remote monitoring tools.
Sign up for a 15-day free trial without any commitments. Zoho Assist‘s intuitive browser-based dashboard lets you hit the ground running quickly.
Within minutes, you can start supporting users across locations or offices via contextual remote sessions. Simplify IT support operations while bolstering security – with Zoho Assist!
