Ways to Explain How Remote Support Works to Your Customers

Ways to Explain How Remote Support Works to Your Customers

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

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

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.

7 Ways You Can Overcome the Communication Challenges of Remote IT Support

7 Ways You Can Overcome the Communication Challenges of Remote IT Support

Being able to do things remotely thanks to the internet is convenient and saves time. Instead of having to wait on a PC service call, a customer can get help right away through remote support.

You also don’t need to have additional techs and vehicles to handle things that could be easily done without leaving your office, so it’s a win-win for everyone.

But, when you’re not there in person speaking face-to-face, some things can get lost in translation and you end up with costly miscommunication.

The average cost of miscommunication for a business is between $4,000 and $6,000 annually per person.

You can head off remote support communication challenges by putting some systems in place that help clarify each part of your remote service.

Clearly Explain Remote Support Steps & Cost on Your Website

If someone is requesting remote support for the first time, they may already be apprehensive about how this all works. You don’t want a misunderstanding about something like a remote client install to erode trust in remote support and cause someone to run away scared of a virus.

Make sure you clearly explain the steps that happen during a remote support session on your website. This includes how the installation of the client works.

Some of the things you want to communicate are:

  • That the client download and install are needed to allow you to securely connect to their PC.
  • That the software is safe.
  • That the software can be automatically removed after the session if they like.
  • The steps for installing the remote support client.
  • The expected wait time for an agent to respond to their request
  • Details on how you’ll chat with them during the session.
  • Your remote support pricing and how it’s paid (i.e., upfront, after the session ends, by credit card, by PayPal, etc.)

Use a Button to Make it Clear How to Request Support

Using a small text link to connect to remote support might be lost on some people. Connecting to a tech support provider remotely is a big deal, so your link to initiate a remote support session request should reflect that.

Put remote support as a menu item in your site navigation. Then, after you communicate how your remote support works, add a big button that the user can click to initiate the session. This will remove any confusion about the action to take to start the support session.

Use a descriptive button label, like “Start Remote Session,” “Get Remote Help Now,” or “Request a Remote Session.”

Preinstall the Remote Client on PCs You Sell or Service

You can eliminate a potentially confusing step in the communication process for users by pre-installing the remote support client on their computer when possible.

For example, you could include it on any new or refurbished computers that you sell and place a shortcut on the desktop. For service customers, you could ask if they’d like that added to save time should they need IT help in the future.

Record the Session for Clients to View Later

There’s a lot that goes on in a support session and even if a client is present at the time, they most likely won’t remember everything you did to get them out of a jam.

Use a remote support software like Instant Housecall to allow you to record each session so you can provide a copy to the client afterward. This will also save you time answering calls days later from the client asking, “What was that thing you clicked again?”

Enable Multi-Agent Calls for Two Techs to Work Collaboratively

When a technician hits a problem during a remote support session that they need help with, having to disconnect and reconnect can lead to confusion for the customer and make the entire process take longer than it needs to.

Using a remote support tool that allows you to do virtual “3-way calls” can streamline the process when another technician is needed to advise on a particularly tough problem.

This also reduces miscommunication when a customer is trying to tell another technician what the previous one did. Both techs can work collaboratively in real-time avoiding miscommunication problems.

Leave a Virtual Note or Printout for Your Client

If you’re connecting when a customer is away, they can be left wondering what you did and what was fixed if they haven’t had a chance to check email yet for a message.

Send a note at the end of the remote session letting the client know what was fixed and what the total price was. Make it visible by using a remote support tool that can print remotely and/or can leave a virtual sticky note on their computer screen. This removes the potential for confused customers calling you and asking if the remote IT work was done, and you having to track down the technician to ask.

Use SMS Alerts So You Know When a Client Needs Help

If someone clicks your remote support button and doesn’t get a response, they’re going to lose faith and might reach out to a competitor for help. Your techs can’t be everywhere at once, but they can know right away when a customer is requesting a remote session via SMS.

Enable SMS alerts that allow your team to respond quickly to a remote support request no matter where they are.
Instant Housecalls Has Multiple Features to Enhance Communications

Instant Housecall remote support software has all the features mentioned above to improve communications, and much more!

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

How to Build Trust in Your Remote Support Marketing

How to Build Trust in Your Remote Support Marketing

One thing that can hold people back from using remote support services is that they’re afraid of having someone open a connection to their PC.

They may think, “Is this opening a ‘back door’ that can be used later for stealing my information?” Or… “Are they going to be able to see all my browsing history and personal photos?”

In the case of a business client, they may wonder the same types of things about data security and whether opening a remote portal will somehow leave them at risk, even if it’s not from you, but from a hacker that later finds that portal.

Remote support is only going to grow as a portion of an MSP and IT business owner’s revenue. According to a survey by Gartner, 80% of company leaders plan to allow employees to work remotely at least part-time post-pandemic, and 47% of them plan to enable full-time work-from-home employees.

Tips for Marketing the Safety & Security of Your Remote Support

Marketing your remote support services successfully should include addressing how to let customers know remote support is safe. Getting past this major barrier can keep you from losing potential business and help your company take advantage of the remote working trend.

Highlight the One-Time Connection

You can help alleviate fears that unscrupulous hackers will find your connection “portal” and use it to continue connecting to a PC after the support call by noting how one-time connections work.

When marketing remote support for one-time support calls (not ongoing MSP monitoring) emphasize the “one-and-done” nature of your support software.

When people know that you can only connect one time, unless they give you permission otherwise, it alleviates fears of an ongoing IT security weakness that might cause a breach later.

Use easy-to-understand terms, such as the Time Window. Explain that customers can open up a time window of their choosing for up to 12 hours and that the “portal” closes and can’t be reopened beyond that window.

Address the Remote Support Scam Element

A customer might not come out and say it, but in the back of their mind, they may be wondering about all those “Microsoft support” scams they’ve heard about online. This can cause them to be tentative about contacting you for remote support.

Address the elephant in the room and get it out of the way by including a note on your remote support page that speaks to the differences between your service and those unscrupulous support scams.

Here are some ideas:

  • We never call you unsolicited and ask to connect (unlike those scams).
  • You can see us in person at our shop, so you know who is assisting you virtually.
  • We’ve been a trusted (name of city) fixture for x years (we’re not a stranger).

Promote the Security In Common Terms

It’s important to not just say that you use 256-bit SSL encryption but to explain what that means beyond the “techie term” that a layperson may not know.

For example, you might say, “Our remote support connections use 256-bit SSL encryption, which is one of the most secure encryption methods used worldwide. Hackers would need to guess 256 separate bits of information to try to crack the encryption. According to experts, that would take millions of years to hack.”

Now, you’ve translated the encryption standard into common terms that everyone can understand. Their takeaway is that your remote support can’t be hacked unless a hacker has a few million years to try.

Include Social Proof

No matter what you’re selling, social proof is important. This means having testimonials and quotes from other customers.

78% of people trust online reviews as much as they do a personal recommendation from friends or family. So, adding a quote from a few other customers about how great your remote support is, can make someone else feel better about using it (e.g., “If that accounting firm is okay using their remote support, then I guess it really is secure.”)

Mention Multi-Factor Authentication (MFA)

Another security protocol you want to highlight is multi-factor authentication. If you’re using a tool like Instant Housecall with MFA support, it goes a long way towards alleviating any security concerns about a hacker being able to somehow exploit the remote connection.

Go beyond just saying you use MFA and explain what that means:

“Technicians need to enter a code that is sent only to our company cell numbers before they can log in. This keeps hackers from accessing remote support connections because they don’t have access to the MFA code.”

Use a Remote Support Software With Rock-Solid Security

Instant Housecall remote support software incorporates multiple security standards you can market to your customers, including a time window, 256-bit encryption, and MFA.

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

5 Best Practices for a Smooth Remote Support Experience

5 Best Practices for a Smooth Remote Support Experience

In the last 12+ months, remote support has been elevated to a whole new level of importance. The pandemic forced everyone indoors and transformed corporate offices into ghost towns, while employees all worked remotely.

During this time, remote support was often the only way anyone could get hands-on computer assistance.

Some MSPs and IT business owners were prepared for the increase in remote support requests, others weren’t. Those that didn’t do much remote login work, found that they needed to become an expert fast to survive and continue providing vital IT support services to clients.

And it doesn’t look like the newly remote workforce is going anywhere anytime soon (or ever). 67% of businesses say they expect their work-from-home policies to remain in place for the long-term or permanently.

This means that remote support for remote teams will continue to be a need that many businesses have and one that can be one of the main revenue drivers for IT businesses.

Best Practices to Follow for a Great Remote Support Experience

When providing remote support, it’s important to have things go as smoothly as possible so the work is time-efficient for you and a good experience for your customers.

Have a System in Place for a Fast Response

Remember how automotive shops used to advertise the “30-minute oil change?” Now it’s the “10-minute oil change!” People expect support services fast these days and despite having tons of technology tools to make life easier, they seem busier than ever.

When customers request a remote support session, they will expect it to happen fast. In minutes, not hours.

You must respond quickly, otherwise, you can end up losing that customer to a competitor.

Using remote software, like Instant Housecall can allow you to handle more than one support request at a time. Technicians can connect to as many as 10 customer computers concurrently, allowing faster response time without needing to hire additional staff.

Implement & Advertise End-User Privacy & Security

People are generally very aware that anything they do online can put their information at risk. Allowing someone to connect to their computer can leave everything they have on that hard drive exposed, so it takes a lot of trust on a customer’s part.

It’s important to have strong end-user privacy and security systems in place to reduce the risk of a breach of sensitive customer data and to reassure your client that their remote session will be safe.

Some of the standard security practices to have in place are:

  • Notification to users before accessing their system
  • A disconnection when work is complete, and the inability to reconnect without permission.
  • Use multi-factor authentication to secure your remote support account.
  • 256-bit SSL encryption to keep data secured

Make sure you’re marketing your remote support services while placing an emphasis on privacy and security.

Chat with Clients While Connected

As a small business owner, you know that there are all types of customers. Some will want you to “just fix it” and they don’t have time to know what you did. Others, want to know all the details and exactly what you are doing to fix a problem.

Having a remote session chat that allows you to connect with the customer directly while you’re attending to their system is important. It allows you to gather more information about the person’s needs and you can also explain what you’re doing to those people interested in knowing more.

A session chat with your remote software also allows you an important audit trail to refer to later if needed.

Unattended Access & Reboot Ability

If you’re using an older remote connection system, you could end up having to call a user that’s stepped away from their computer because the system has disconnected, rebooted, or otherwise locked you out.

This can be a real inconvenience for both you and the customer, and it makes a remote support session take much longer than it needs to.

You want to make sure to use software that gives you the ability to reboot a customer’s computer, even in safe mode, and connect automatically when the PC boots back up. For those customers that have given you unattended permission, you also want to have the ability for unattended access. This provides a level of convenience to customers that can help you stand out over your competition.

Keep an Audit Trail of Everything You Did

Even if you’re connecting remotely and the customer isn’t present, it’s important that you keep a detailed audit trail of all the actions that you took. This can then be emailed to the customer after the session is complete, so they are fully informed of what you did to solve an issue.

This is also an important cover for you should something else unrelated go wrong with their computer later. You’ll have the paper trail to show exactly what you touched and what you didn’t touch.

Try a Remote Support Software With Best Practices Built In

Instant Housecall is a powerful yet easy-to-use remote support software that has multiple best practices built right in for security, multiple connections, and much more.

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

Clever Ways to Market Your Remote Support to Gain a Competitive Edge

Clever Ways to Market Your Remote Support to Gain a Competitive Edge

Pre-pandemic, remote support was a helpful option to save an in-person visit. But since the lockdowns during the time of COVID, it has been elevated to a whole new position.

Contactless solutions are now being advertised for everything from grocery shopping to pizza delivery, and remote IT support is the ultimate no-contact solution for getting much-needed computer help.

65% of surveyed U.S. consumers like contactless services and say they align with their current health and safety priorities.

Are you taking full advantage of the features of your remote support service in your marketing?

Many IT providers haven’t changed how they advertise remote support since the pandemic began. It’s still just a tab on their website menu, easily overlooked by someone looking for computer repairs or help with work-from-home employee devices.

If you’re not pushing remote support in new and exciting ways, you can easily miss out on sales opportunities and a chance for recurring remote support business from companies.

Here are several ideas for clever ways to market your report support.

Remote Support for Remote Teams

It’s expected that in 2021, the number of permanent remote employees will double. The work-from-home (WFH) approach is just getting off the ground, and as companies navigate how to make it work at full efficiency, the cost savings will drive this transition.

60% of surveyed executives plan to increase spending on remote team virtual solutions.

Position your firm as a full-service IT partner that can support a WFH team through your remote support services. People more easily remember something if it has a name, so give this particular solution for virtual workers a snappy name (i.e.“Virtual Team Tech Package”).

Create a special page on your website for the service and emphasize things like:

  • Use of encryption for security
  • Use of multi-factor authentication
  • Audit trail for all work done
  • X minutes response time
  • Boost in productivity when employees don’t have to struggle
  • Improvement in the firm’s remote team cybersecurity

Fast, Safe Home & Family Support

The last thing a busy family wants to do is try to schedule a time to drive to a computer shop to have a system looked at. The pandemic has meant more PC activities are happening at home and virtually (work, school, HOA meetings, etc.).

This means more computer problems are also happening at home when something goes wrong.

Position your remote support for home and family needs and highlight areas such as:

  • Fast help for student computer issues
  • Set up of computer & parental safety
  • The convenience of having a “computer guru” come to them virtually
  • Note all the things that can be done remotely
  • Return to normal faster by having their system fixed quickly
  • Cost savings from no service call

Remote Support for Freelancers

Freelancers now make up about 35% of the global workforce, and that number is expected to continue to rise.

This is a largely untapped market when it comes to computer support services because freelancers live in that hybrid residential/business world for most IT providers. Not really a company, but most do rely on their computer for their family income.

Position remote support as an affordable insurance policy for keeping their business running effectively. For freelancers, often every minute counts. If they charge a project based upon it taking 3 hours, and a computer problem causes it to take 6, then they’ve just halved their income on that project.

Market Freelancer Remote Support with some of the following emphasis points in mind:

  • Affordable options
  • Convenience, no visits to the computer shop
  • Protection of their livelihood
  • Offers security protections for their data.
  • A remote tune-up can boost their efficiency, allowing them to complete work faster, thus earn more in a week.
  • With their income riding on their computer, it makes sense to protect it
  • Fast help when it’s needed to get past a software or system stuck point

One additional option you may think about adding is the ability for remote managed IT customers to get a “loaner” laptop for a week if they have a major issue that puts their computer of commission for a while.

Create Remote Support 1-Service Options

Some people may not take advantage of remote support because they don’t know how much it’s going to cost for what they need. They might also be confused about what can be done through remote support.

You can cut through that confusion by coming up with 4-5 common remote support services and pricing those separately, like an á la carte version of your remote support with a flat rate.

Ideas for your remote support menu could be:

  • Remote virus removal
  • Remote PC tune-up
  • Remote Microsoft 365 setup
  • Remote setup for social media account security
  • Remote device cybersecurity review
  • 45-minute software/email support or training session

Try a Remote Support Software That Can Support Any Client Needs

Instant Housecall is an all-in-one remote support tool that gives you everything you need to support multiple remote client needs, along with “extras” that give you a competitive edge.

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