Instant Remote Support Sessions with Recording and Cloud Storage

The ability to record sessions and securely store them on the cloud offers numerous benefits, including improved documentation, training opportunities, and audit capabilities. By recording remote support sessions, organizations can maintain a comprehensive record of interactions between technicians and remote users, facilitating knowledge transfer, quality assurance, and compliance efforts. In this article, we'll provide a detailed overview of how to record sessions for reference and audit purposes, and effectively store them on the cloud.

Why Record Remote Support Sessions?

Recording remote support sessions serves multiple purposes and yields several advantages:

1. Documentation: Recorded sessions act as a valuable documentation for  troubleshooting steps, solutions provided, and issues rectified during remote support interactions. This documentation can be referred to in the future for similar issues.

2. Training and Knowledge Transfer: Recorded remote support sessions can be used for training purposes, allowing new technicians to get to know how experienced technicians interact  and also learn the best practices. Additionally, recorded support sessions facilitate knowledge transfer within the organization by recording customer support expertise and insights shared during support sessions.

3. Quality Assurance: Session recordings allow super admins and quality assurance teams to review support sessions for adherence to established procedures, customer service quality, and other compliance requirements. This helps in identifying potential areas for improvement.

4. Audit and Compliance: Recording remote support sessions provides a verifiable record of activities conducted during support sessions, which can be invaluable for audit and compliance purposes. Organizations operating in regulated industries may be required to maintain detailed records of support interactions to demonstrate compliance with industry regulations.

How to Record and Store Remote Support Sessions:

Recording sessions with Zoho Assist allows you to capture important interactions and activities during remote support sessions for future reference and analysis. Here's a step-by-step guide on how to record sessions using Zoho Assist:

1. Start a Remote Session:

   Begin by initiating a remote support session in Zoho Assist with the customer. Ensure that both the technician and the customer are connected, and the session is active.

2. Access Session recording Controls:

   Within the Zoho Assist interface, locate the Settings option and select the Session Recording option, and enable the checkbox beside it.

3. Session Recording Settings:

   Set the session recording quality available in the same page in the next step. Followed by that, Choose the Delete Older Recording or Stop Recording New Sessions option when the storage is full.

4. Perform Remote Support Tasks:

   Continue with your remote support tasks as usual while the session is being recorded. Troubleshoot issues, provide assistance, and collaborate with the client as needed.

5. Complete the Session:

   Once the remote support tasks are completed and the session is ready to be concluded, you can proceed to end the session within Zoho Assist.

6. Access Recorded Session:

   After the session has ended, navigate to the Reports page within Zoho Assist and select the Custom Reports option. Here, you can click the Video button available next to each session associated with your account and choose the Download option to download the recorded session.

7. Share or Export Recordings:

    If needed, you can share or export recorded sessions for documentation, training purposes, or compliance requirements.

Recording remote support sessions and storing them securely on the cloud offers numerous benefits, including improved documentation, training opportunities, quality assurance, and compliance. By following the outlined steps to record sessions and effectively store them on the cloud, organizations can enhance their remote support capabilities, maintain comprehensive records of support interactions, and ensure compliance with regulatory requirements. Leveraging session recording and cloud storage enables organizations to optimize support delivery, facilitate knowledge transfer, and demonstrate accountability in their remote support practices.