What Are the Habits of Successful Remote Support Businesses?

Remote support can look different from one small business to the next. One company might lean on its remote support for a good portion of its revenue and do as many or more remote sessions as site visits.

Other businesses might only use remote support for managed services, but still end up having to make long trips for simple fixes that could’ve been handled via remote support software.

The difference between the two is that successful remote support businesses tend to adopt better habits when it comes to marketing and managing their services. This puts remote support front and center to customers as an excellent way to get the IT help they need regularly.

68% of organizations said they saw an increase in customer support calls during the holiday season. 

Increasing your remote support business is a win/win for IT businesses and customers alike. You save time and money and don’t need to send a technician out in the field (no gas, no drive time, etc.). The customer also saves time and money, getting their issue addressed faster and not having to pay a service visit fee.

If you’re looking for ways to improve your remote support, try following some of these habits of companies who are successful at managing remote support services

They Train Their Technicians on Remote Support 

Doing a remote support session takes specific nuanced skills that differ from an on-site visit. Technicians need to be able to effectively communicate with customers and guide them through the process of connecting.

Some customers may want to leave their device while the technician is working on it remotely, others will want to watch and learn. Your technicians need to be comfortable with all scenarios and with walking the client through a fix.

Companies that are successful at providing remote support train their technicians and will even have remote support-only teams that completely focus on this type of technical service.

They Collaborate Between Support Teams

You can provide more effective end-to-end services when your team collaborates on a client’s care. Successful remote support businesses will ensure the on-site and remote support teams are collaborating, so everyone is on the same page with a customer.

For example, if the remote team worked on a specific issue during a session that they then escalated to an onsite visit, it’s helpful if both technicians are in communication so they can problem-solve together.

Likewise, after an on-site visit, a company might schedule a follow-up with the remote support team to ensure all is going well.

They Proactively Resolve Customer Issues

You can provide more value to customers if you proactively solve issues during a remote session. A technician might be helping a user learn a new company software, but during that time see that the PC occasionally freezes up.

Suggesting a fix and addressing that before it results in a bigger issue will cause your customers to be appreciative of your proactive support, helping you cement a strong relationship.

They Promote Remote Support Interactions in the Customer Journey

How often do you promote remote support as an option during your customer journey? Companies that earn a lot of remote support business make sure they’re letting customers know at all steps that it’s a convenient option.

For example, after you bring on a new customer, you can suggest they schedule a remote support session for user onboarding. You can also offer it when you know a company is going through a technology transformation as a way to facilitate its change management.

The more your customers use remote support, the more comfortable they will be to choose it as a first option for connecting with you for help.

They Use Tools That Reduce the Effort Needed for Customers & Technicians

Companies that are successful with their remote support business use tools that are easy for technicians and their customers. If you have remote support software that is hard for people to install and connect with, then they’re not going to want to bother.

Some of the ways that Instant Housecall remote support makes the experience easy for all involved are:

  • Customers can open a time window for support
  • You can pre-install the software on customer devices
  • The software can be automatically removed at the end of each session
  • Get a complete session history and log
  • Automatically send review requests after your support session
  • Leave support notes on your customers’ desktops
  • Auto PC repair to address many common issues (like malware removal)
  • Easy connection without PINs or codes

Promote a Great Remote Support Experience 

With Instant Housecall remote support software, you can promote an easy and fluid remote support experience. It has multiple features that improve your customer experience and make your job easier.

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


Submit a Comment

Your email address will not be published. Required fields are marked *

Get fresh ideas delivered to your inbox every month.

Join thousands of MSPs, techs, and business owners.

You have successfully subscribed. Check your inbox.