Ways to Explain How Remote Support Works to Your Customers

Sep 20, 2021 | Marketing

One of the barriers to customers trying remote support is that they just aren’t sure how it works. They might worry about getting a virus or allowing someone into their computer to see all their “private files” they don’t want anyone to see.

Beyond the worry about security, other people might not understand all the things that can be done via remote support and that it’s just as if you were sitting at the keyboard. This lack of information can cause them to continue suffering from a slow computer until they find time to bring it into a shop when they could just get the problem solved with a remote session.

Understanding your customers’ needs as well as what barriers they may have to remote support can help you gain more remote business. Often, all it takes to dispel the resistance is to explain clearly how remote support works and keep this information prominently displayed on your remote support service page. 

76% of customers expect companies to anticipate their needs.

Here are some of the ways to explain how remote support works to your customers to gain their trust and improve your remote support profitability.

Start With the Basics of “What Is Remote Access?”

You can’t assume everyone will be familiar with the remote access protocol. Most people will be familiar with the term, but not really know what it means.

Here’s a simple basic explanation you can use:

Remote access provides an IT professional with the ability to control one computer from another computer. It’s termed “remote” because the controller doesn’t need to be in the same physical location, the connection is done over the internet.

Both computers do need to have an internet connection for remote access to work.

Remote access allows the controller to use their own mouse and keyboard to perform functions on the connected computer, such as opening applications, typing, adjusting system settings, and even rebooting. 

Explain How You Secure the Connection

A big fear with remote access is security. You can’t just assume that someone will know that a respected IT professional like you isn’t going to do anything nefarious when you initiate a connection. You need to be very clear about how you protect the client and their files during the remote process.

The key is that it’s vital to build trust for your remote services.

Here are some of the bullet points you can use to emphasize how you protect the client’s privacy. The technical features noted are available with Instant Housecall software but might differ depending on the application you use.

Suggested security bullet points:

• We use 256-bit encryption to ensure data security
• Sessions are recorded to ensure the quality of service
• We secure our account with multi-factor authentication
• Our professionals will never access any files unnecessary to fix your problem
• We have complete audit trails of all remote sessions
• You can watch us work if you like
• Once we end the session, we can’t reconnect to your PC, unless you’ve given permission
• You can give us a connection time window, and once that expires, we can’t reconnect

If you work with clients that have compliance needs, then mention compliance-related points as well.

Explain What You Can Do Through Remote Support

Customers often are in the dark about all the things that can be done through a remote support session. Once they realize how much a technician can do without being in the same room, you may find they initiate more remote support requests.

Provide a list of the types of things you can do via remote support. Start with some of the most common based upon your experience and include others that people might not think about.

You can include things like:

• Computer performance tune-up
• Technical troubleshooting
• Virus/malware removal
• Set up of custom PC settings
• Help with software, like an email program
• Review of security to ensure it’s set up properly
• Retrieval of lost files

Also, tell them what you can’t do. While it may seem obvious, it’s still a good idea to spell out the limitations. This helps the customer decide whether they want to request a remote session or visit your location with their device.

For things that can’t be done through remote support, you’ll be including things like hardware repair, fan servicing, memory upgrades, keyboard repair, etc.

Tell Customers Why They Benefit from Remote Support

Why should customers choose remote support over an in-person visit? Explaining the advantages is another way to help people that visit your website understand what remote support is.

Some of the advantages you can highlight include:

• Convenience
• Speed of support
• Lower cost than an in-person visit
• For many issues, it’s just as effective as in-person support
• Saves them time

Use a Remote Support Software that Puts Your Customers at Ease

Instant Housecall remote support software is designed to be easy to use for both your technicians and your customers. The security plus customer-centric features help you create a positive experience that keeps remote customers coming back. 

Try Instant Housecall risk-free for 15 days and experience it for yourself! Try it out now. 

6 Points to Make When Marketing Your Remote Support Services for HIPAA & Other Compliance

Sep 6, 2021 | Marketing

The change in the workforce from a mainly “in office” model to remote and hybrid models has opened up an entirely new avenue for remote support sales for MSP companies.

It’s estimated that at the end of 2020, approximately 59% of the U.S. workforce was working remotely anywhere between 1 to 5 days per week.

It’s no secret that when employees aren’t working on the same network in the same building that data security becomes much more complicated. Many organizations haven’t yet connected the dots to just how much an unprotected remote team can put them at risk of a compliance breach.

IT business remote support and remote MSP services are a perfect fix for many of the compliance risks that a remote and hybrid team can bring. Here’s how to drive that point home to clients you may have with compliance needs, such as medical facilities, accounting firms, financial firms, retailers, and others.

There are Higher Security Risks with Remote Employees

Just saying that remote employees are at a higher risk for cybersecurity, doesn’t drive the point home as much as giving statistics that back up the point.

Use some examples or stats that illustrate the dangers of remote teams not having security properly addressed.

Here are some that you can use:

• 58% of organizations predict that remote workers will make them more vulnerable to a data breach.
• Approximately 20% of organizations have reported a data breach due to a remote worker during the pandemic.
• 30% of remote workers admit to allowing someone else to use their work device.

Remote Support Can Be Compliant With HIPAA & Other Data Privacy Guidelines

If you’re looking to gain more business from organizations that worry about data privacy compliance, then you want your marketing to emphasize your remote support being HIPAA compliant, PCI compliant, etc. 

Highlight the security you use to build trust in the remote support process. Tie that into compliance factors to give potential clients a full picture of what you can offer to reduce their risk.

Include details on encryption for your remote support connections and include a link to your firm’s data privacy policy.

Cite your experience with compliance in general and how your remote support is an extension of that. 

Many WFH Employees Are Using Personal Devices

One compliance nightmare is the thought of data getting exposed because it’s on a WFH employee’s personal device that can be accessed by someone else.

Approximately 69% of surveyed remote workers are using personal devices for work activities. This leaves things like PII, access to patient records, patient billing information, etc. at risk of being involved in a compliance violation.

Explain how your company can use remote managed support to monitor devices, “wall off” company files and put systems in place that secure logins to company cloud storage to keep sensitive files from being exposed.

Non-Compliance Fines Can be Stiff

One accidental exposure of sensitive client or patient data by a remote worker can mean stiff fines. Providing details on the types of fines companies can face, puts the value of your remote managed IT services into perspective.

For example, HIPAA violations range from $100 to $50,000 per violation. A single patient record being exposed can be considered one violation.

Remote Support Provides an IT “Lifeline” to WFH Staff

When employees are working remotely, they can feel isolated from their team. Instead of asking a supervisor or colleague about a questionable email, they may just click the link without thinking.

You can emphasize to your prospects that remote-managed IT support gives a “lifeline” to remote team members. They have a resource they can go to if they have any questions about potential phishing emails. Likewise, if their system is acting up and they know they have someone to call, it can be looked at right away to ensure it’s not a virus or hacker.

Ongoing Remote Management Can Solve Many Security Worries

Promote how your remote support services package multiple safeguards together. You can continually monitor systems to ensure no threats are present, as well as keep updates and patches installed in a timely manner.

The speed of remote support also means that any technical issues are looked at right away and addressed before they can cause a large problem.

With HIPAA and other data privacy standards, the effort an organization puts into protecting data is taken into consideration in the case of any breach. Using managed remote support both mitigates issues and is proof of taking appropriate measures to protect data that are collected and stored.

Make Promoting Your Remote Support Easier With Instant Housecall Software

Instant Housecall remote support software has multiple security features that make promoting your compliance-friendly remote services a “slam dunk.” 

Try Instant Housecall risk-free for 15 days and experience it for yourself! Try it out now.