Remote Video and Chat Support
Connect with users during support sessions with remote video support
Connect with users during support sessions with remote video support
Whether you’re connecting from a different floor or a different continent, remote support can allow IT technicians to provide customer support as if they were standing over the user’s shoulder. Live video assistance can help erase distance even more by letting IT techs initiate video calls during support sessions, so they can communicate with the end user as they provide support.
Remote video support can be particularly useful when end users have information that could help with resolving their problems but lack the technical language to describe what they know. With live video support, the end user can show the technician without needing to describe it, helping simplify the troubleshooting process and leading to faster problem resolution.
SolarWinds® Dameware® Remote Everywhere (DRE) is designed to make it easier to provide remote video support during remote assistance sessions.
Chat with users and colleagues in real time for faster problem resolution
Chat with users and colleagues in real time for faster problem resolution
While it’s sometimes possible for a technician to quickly figure out what’s wrong with an end user’s device, communicating with the end user can help accelerate the troubleshooting process by ensuring the technician is targeting the correct issue.
SolarWinds Dameware Remote Everywhere offers remote chat and video support during remote sessions, so technicians can more easily communicate with end users without having to interrupt their remote session or needing to use an additional device to communicate. Being able to chat with end users can lead to faster problem solving, since the user can explain, and the technician can visually experience the issue instead of the tech needing to figure it out based solely on the description in the original ticket.
Connect to remote devices typically within seconds
Connect to remote devices typically within seconds
When it comes to resolving end-user problems, time is of the essence—especially when it comes to connecting to end users to start troubleshooting.
SolarWinds Dameware Remote Everywhere is built to let technicians connect to remote devices fast—usually in under 8 seconds—no matter where you are or what device you’re connecting to. DRE can even let technicians access unresponsive machines using Wake-on-LAN, Intel vPro with AMT, and KVM support, so technicians can remotely access and troubleshoot sleeping and powered-off devices.
Troubleshoot faster with the aid of key device information
Troubleshoot faster with the aid of key device information
Beyond simply helping make faster connections to remote devices, SolarWinds Dameware Remote Support can give technicians the tools they need to accelerate the troubleshooting process and find the root cause of the issue quicker.
At the start of every remote customer support session, DRE is built to give techs information about the user device, including device details, system information, BIOS, and Windows event log data. Having access to this information upfront can help guide the technician if the end user is unavailable or doesn’t understand the issue they’re experiencing.
Make safe connections for remote video sharing, support, chats, and more
Make safe connections for remote video sharing, support, chats, and more
Get More on Remote Video Support
What is remote video and chat support?
Remote video and chat support is the ability to provide technical support over a live chat or video call.
Using remote video and chat support, IT technicians can initiate video calls or live chat with the end user from directly within the remote session. Using video remote support, the end user can explain the issue and show the tech any devices or connections possibly related to the problem, like ports or routers.
How does remote video and chat support work?
Remote video and chat support is typically a feature within a larger remote support software solution like SolarWinds Dameware Remote Everywhere. Before you can initiate a remote video or chat, you first need to create a remote connection with a user device. Once the session is initiated, starting a video, chat, or VoIP call from directly within the session typically takes only a few clicks. Then, you can communicate directly with the user over video or chat as if you were in the same room.
To start an in-session video in DRE, navigate to the drop-down menu within the remote session and select “Start Video Call.” If the user accepts the call, the remote support software is designed to automatically launch the video conference, allowing for a two-way exchange of both voice and video.
To start a chat with a user, technicians can navigate to the Chat Icon within the Technician Console to open the Chat Window. Type in the message and press enter to create a chat window that remains open even as you navigate between tabs. If needed, techs can also use a similar process to initiate a chat with a colleague if you want to get a second opinion on the end user’s issue.
Why is remote video sharing important?
Remote video sharing can help IT technicians get to the bottom of problems on end-user devices more quickly. A direct line of communication can help empower the end user to explain their issue and can give the tech a better understanding of how to fix the problem.
Remote video sharing can make it possible for the end user to share whatever information they have more easily while the technician is remotely connected to their device. With remote video sharing, the end user can explain the issue more clearly by showing the IT tech other crucial information relevant to the troubleshooting process, such as a port setup, a cabling configuration, and anything else physically present on their end and not able to be shared via the ticket information.
How does remote video and chat work in Dameware Remote Everywhere?
SolarWinds Dameware Remote Everywhere (DRE) is a remote desktop support solution designed to make it easier for IT technicians to resolve end-user problems. DRE offers multi-monitor support, connectivity to multiple device types and operating systems, the ability to connect to remote devices from a mobile device, and much more. DRE is built to simplify enabling remote video support and remote chat support directly within a remote session.
To initiate a remote video or chat from within a remote session using DRE, navigate to the menu and select either the “Start Video Call” option or click on the Chat icon to immediately begin a video conference or a live chat. The value of allowing an end user to explain their issue directly to a tech over video or through chat can help save time and frustration, leading to greater productivity.
Related features and tools
Other SolarWinds tools built to provide remote support:
Other DRE features:
What is remote video and chat support?
Remote video and chat support is the ability to provide technical support over a live chat or video call.
Using remote video and chat support, IT technicians can initiate video calls or live chat with the end user from directly within the remote session. Using video remote support, the end user can explain the issue and show the tech any devices or connections possibly related to the problem, like ports or routers.
Improve IT troubleshooting with remote video support and chat
Dameware Remote Everywhere
- Connect to remote devices in typically less than 8 seconds.
- Initiate video calls within remote support sessions in just a few clicks.
- Live chat with end users to help accelerate troubleshooting.
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