Is there any worse feeling than buyer's remorse? Maybe it was an impulse buy, and you didn't do enough homework beforehand. Or maybe you researched incessantly, asked your friends and colleagues for recommendations, even demoed the product, and after using it for a period of time, you realize it's not a good fit. Worst of all, you can't take it back, or get a refund. The feeling of wasting money is the worst, no matter the cost. But when it comes to big purchases — purchases you are going to build a business or team around - like remote support - buyer's remorse is not an option.

So how do you prevent that from happening?

When investing in a remote support solution it's important to think about how the software will be able to scale as your business grows. What may be a perfect fit for you now, may not work in a year. As workloads increase and infrastructures change, will the solution you chose be able to keep up without impacting performance?

The concept of scalability is broad, so let's boil it down to the three key areas that are most essential for support solutions.

Supporting Multiple Sessions

As your business grows, the number of support sessions will also grow. Your remote support product should be able to grow with your business. It’s enough to hire, train, and manage staff at a pace to keep up with the growth of your business. On top of that, support team management shouldn’t have to worry if their tools can keep up. Not only should your team be able to support an unlimited number of sessions, but your agents should be able to support multiple sessions at a time, so your team can truly provide support to every end-user, when they need it, where they need it.

Easily Onboarding New Agents

The more customers you have, the more support agents you’ll need to bring on. SaaS solutions are quicker to deploy and grow, making it possible to bring on new agents without having to worry about scaling your infrastructure. This means no downtime for rollouts while you're on-boarding new employees. However, if your SaaS remote support solution is a “pay per seat" model, ensure that the number of seats your organization has can handle the maximum number of users, technicians and customers.

Delivering Reliable Connections

Imagine, your agents are hitting their peak, the customers are flooding in with incoming tickets and all of the sudden you get the dreaded "error message". The system has been overloaded. A good remote support solution must be able to handle the heaviest user and customer loads without impacting performance.  Make sure your solution uses proven techniques to avoid these situations, such as separating customer's data loads, in order to keep your agents reliably connected.

Want to make sure your remote support tool checks all the boxes for what your team needs? Check out our Buyer's Guide to help you determine the functionality and features you need to ensure your support team has the tools in place to deliver exceptional support today and tomorrow.