Ways to Explain How Remote Support Works to Your Customers

by | 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. 


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