How to Build Stickiness with Remote Support Services & Customer Education

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This article was provided by ConnectWise Inc. 

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Now’s the perfect opportunity to come up with a plan that showcases the value of your services to new and legacy customers. A great way to do this is with customer education.

In this article, we’ll give you some talking tips for helping your customers better understand remote access and remote support.

You’re probably thinking, isn’t this 101-level stuff? For seasoned remote support technicians, absolutely! But for the end user, maybe not. So, what would happen if your end user better understood the benefits of remote access and support work? What if you could help them avoid scams with a few helpful tips and tricks?

Showing that you care about their cyber safety can go a long way for positioning your business as a trusted advisor in the technology space. The better your customers understand your services, the more value they’ll see in them.

1. Explain the difference between remote support and remote access.

First things first, it’s key to help your customers understand the difference between remote access and remote support to make sure you set reasonable service level expectations from the get-go.

Start by explaining that remote PC support takes place when they are on the phone, or on a chat with you while you’re assessing and fixing the complication. Remote access, on the other hand, does not require them to be present. If the device is on and connected to the internet, you have the ability to conveniently and completely fix the issue by connecting to the machine while they’re away.

Next, you can delve a little deeper and explain that in addition to connecting to unattended servers, online remote access can be used to install updates on employee or customer computers and connect to virtual machines. You can transfer files, share folders and documents, and more without anyone being on the other side. That’s especially convenient when problems occur after office hours.

If the technical aspects don’t hit home for them, you can position the value in terms of savings. In the long run, instant remote access is also cost-effective not just for you, but for your customers too, because you’re not having to spend time or money sending someone to their office. With remote access software, you can address the problem instantly while keeping costs down.

2. Help them spot remote support red flags.

Now your customer knows the difference between remote support and remote access. Awesome! But those who lack cyber savvy have a higher likelihood of encountering scammers who, like wolves in sheep’s clothing, attempt to disguise themselves as known companies and convince unsuspecting users to let them take control over their devices.

So, the next tip is to start the conversation with them about security. Major news outlets have been reporting on remote access scams recently, so your customer might already have some questions about unattended remote access security.

Either way, this is a great opportunity to show you care about their business’s well-being by offering free advice for spotting frauds. Explain the different ways they might receive a request to join a session–and make sure to tell them the ways they’ll never receive one.

Simply giving them a few tips for telling the difference between a support session from a scammer and one that’s legit (i.e., from your business) will speak worlds about your intent and the value of your services.

3. Continue the security conversation with your team, internally.

Your team should also be on alert to potential cybersecurity threats that can lead to data breaches. When armed with the right solution that provides a foolproof security plan, your organization can rest easy knowing that any data passed between you and your end-users is protected.

For instance, a key security feature to make sure your remote access solution has is AES-256 encryption. Look for other dynamic security capabilities such as two-factor authentication, role-based security, and comprehensive auditing.

Playing hide-and-seek with your information is a thing of the past. Functionalities like a shared toolbox stores executables, script files, and documents in a single location, so every member of your team will have access to the information they need, when they need it. Last, but not least, an additional feature of remote access includes extension capabilities that enable integration with major third-party vendors.

Ultimately, we make it our mission to help you get the most out of remote access. When equipped with a cost-efficient, easy-to-use tool built with top-notch security measures, we’re confident your customers will rest easy in your care.


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