One thing I love about a SaaS is how much easier it is for me to remotely support than a desktop app. But a problem I still occasionally encounter is trying to support users hardware, such as printers. For example my software prints to receipt printers via a POS screen.
But sometimes users just can’t manage to configure the hardware themselves and get it running. How do other people typically manage this? Do you remote desktop into users computers, keeping in mind they have a mix of Mac and PC’s? If so what software do you use? Any other hints for managing this?
One thing I am trying to do is set up a network of resellers so there will hopefully people locally to major cities who can come in and personally help out the users (for a price).