What is AirDroid Remote Support for Business?
Remote support software is the technology that allows customer support agents to connect to employees' or clients' devices in order to provide immediate IT support services.
Different from the traditional remote access solution, which is designed for IT admins to remotely connect to unattended devices without needing permission, AirDroid Remote Support's primary use case resolves
around assisting and guiding users remotely. Upon permission, a customer support agent can connect to
an user's device, and use screen sharing, real-time voice chat, and other tools to help troubleshoot a
With the increasing usage of mobile devices and the shift towards a remote workforce, remote IT assistance is taking up more importance for both SMBs and enterprises. Hence it is imperative to know
how to select the best remote support software for your business and customers.
💡 Extended reading
1. Affordable Pricing and Unlimited Device Connections
AirDroid Remote Support is charged by the number of seats required for your operation. Each seat can connect to unlimited devices without needing extra costs. By adding more seats, your team can then
have multiple agents serving customers simultaneously. This will help reduce the wait time by allowing you to process more requests. Each seat comes with 50 monthly connecting hours. If you have more than one seat, the accumulative hours can be shared across the team to help you maximize your investment.
2. Secure & Easy Connection
Security and personal data protection have always been the biggest concern when it comes to remote support. AirDroid assigns each device a unique 9-digit-code that only the user of that device can see. Most importantly, customers don’t need to go through fussy steps to receive help. They can simply download AirDroid Remote Support from Google Play Store or Apple Store, no accounts or VPN required at all.
Furthermore, once a screen sharing session starts, both parties can stop their sharing activity anytime. Therefore, customers can rest assured that their private data is safe.
3. Remotely control a device (with permission granted)
The remote control feature allows IT service agents to take over a device when being granted the permission by the client or customer. In addition, during this remote support session, the customer will be able to see all the modifications completed by the support agent. This may also help empower customers’ knowledge and improve customer satisfaction along the way.
*The remote control feature is only available for controller device running iOS/Android AirMirror and AirDroid Business. The remote control add-on is only available for controlled devices running Android 7.0 and above.
4. Secure screen sharing & featured-packed communication suite
Real-time conversation between a support agent and a customer is imperative. AirDroid Remote Support caters to these situations by offering an all-in-one communication suite that allows agents and customers to interact with each other in the most effective way possible.
- Screen sharing - customer support agent can see the end user's device screen in real-time.
- Voice calling - customer support agent can talk to the end user while during screen sharing to eliminate confusions.
- Screenshot & annotations - after taking a screenshot of the device screen, you can edit texts or place directional arrows to help with the instructions.
- Tutorial gestures - when enabled, the customer support agent can swipe or click on his or her screen, and the end user will the corresponding swiping or clicking on the device.
5. AR Remote Camera with 3D markers
Augmented reality allows both the service agent and customers to visualize malfunctioning devices and figured out the fastest way to resolve technical issues.
Each session is allowed to add up to nine 3D markers. These 3D markers will respond to the distance accordingly without straying away from the original instruction given by support agents. You can also remove these markers altogether by clicking the bulk delete icon.
Most importantly, all the other features, such as real-time tutorial gesture, image sharing or file transfer are all available when you activate AR on your device.
6. Team Management & Usage Dashboard
Companies are able to review their service hours on a monthly and daily basis for team performance. Businesses can also monitor more specific data, such as session duration, connection status or device type within the Logs section. By analyzing each generated support session, businesses can retrieve valuable customer insight and improve their overall service quality.
When significant business volume is identified, business owners will always have the flexibility to purchase additional service hours later on.
Who is AirDroid Remote Support designed for?
You need to provide remote training and troubleshooting for system integrators who buy from you. The traditional way of having the malfunctioned devices sent back for a week-long inspection is time-consuming and costly. Trying to solve issues using phone calls is inefficient. Now with a fraction of the cost, you can easily work with your partners on device issues using voice chat, shared screen, and many other tools.
- OEM partnerships available, including customizing app interface, company logo, and other options to have unified branding for your company.
- Participate in resell programs and profitably address the needs of your customers. Contact our sales team for more information.
- Different from our MDM solution, AirDroid Remote Support is charged by seats instead of devices. Every seat supports unlimited endpoints without additional cost.
System integrators & software solution providers
Your enterprise customers rely on your timely support to keep the devices up without interrupting their sales and services. Use shared screen along with voice chat to make troubleshooting a breeze. You can remotely control a device when the issue gets too complex and requires a fix directly from you. Every remote session is encrypted and requires customers' consent before connecting to protect company data and privacy.
- Minimize device downtime for your customers
- Respond to time sensitive issues more quickly
- Increased customer satisfaction to help with retention
In-house IT support team
When supporting a remote workforce or frontline employees who aren't tech-savvy, the processes can be frustrating and time-consuming. With AirDroid Remote Support, an app and a 9-digit code are all you need to provide instant support. Use shared screen, tutorial gestures, and voice chat to quickly identify and guide them through the issues. Not only do you maintain productivity by cutting down device downtime, but also greatly improve internal support efficiency.
- Reduce IT workload and time spent on each support case
- Support multiple employees simultaneously by adding seats to eliminate wait time
- Unlimited device connection without additional cost
How to get started?
Step 1：Get your free 30-day trial (no credit card or setup fees required)
Step 2：Verify your email address
Step 3：Connect to your client or employee's device and request permission to begin
*If you don’t find our welcome letter in your inbox, remember to check your Spam or Trash folder.
How do I start a remote support session? (as the supporter)
Step1：For IT support agents, download the AirDroid Business Desktop Client (available on Windows or macOS)
Step 2：Ask your client or employee to download the AirDroid Remote Support app (for the supported) from the Google Play Store or App Store. Ask your client or employee to provide the unique 9-digit code shown upon opening the app. Enter the 9-digit code in your AirDroid Business Desktop Client to connect.