What metrics would you use to evaluate Splashtop's SOS on-demand remote support tool?

Introduction

Evaluating Splashtop's SOS on-demand remote support tool requires a comprehensive approach to product success metrics. To address this challenge effectively, I'll follow a structured framework that covers core metrics, supporting indicators, and risk factors while considering all key stakeholders.

Step 1

Product Context

Splashtop SOS is an on-demand remote support tool that allows IT professionals and help desk staff to provide instant, attended support to end-users' devices. It enables technicians to remotely access and control computers, tablets, and mobile devices to troubleshoot and resolve issues quickly.

Key stakeholders include:

1. IT support technicians (primary users)
2. End-users receiving support
3. IT managers overseeing support operations
4. Splashtop's product team and executives

The typical user flow involves:

1. End-user initiates a support request
2. Technician receives the request and initiates a remote session
3. Technician gains access to the user's device and resolves the issue
4. Session ends, and feedback is collected

Splashtop SOS fits into the company's broader strategy of providing efficient, secure remote access solutions for businesses and IT professionals. It complements their other offerings like remote desktop and classroom management tools.

Compared to competitors like TeamViewer or LogMeIn Rescue, Splashtop SOS differentiates itself with a more flexible pricing model and emphasis on ease of use for both technicians and end-users.

In terms of product lifecycle, Splashtop SOS is in the growth stage, with increasing adoption among SMBs and enterprise customers, but still has room for feature expansion and market penetration.