One of the most important factors in support is the trust between the tech and the user. This becomes even more important when the two are only connected by remote support software. In today’s world of technology where media reports about massive system hacking appear almost weekly, many users are very skeptical about having someone remote into their machines, even though they called the support line. Instilling this trust between your company and the users of either your hardware or software is key to creating a long-term relationship.
Here are a few steps to create that level of trust so the user will want to contact your support again for future issues.
1) Explain why a remote session will be beneficial.
Some issues can be easily resolved by just talking the user through the solution, but in many situations, having your eyes on the screen helps you get a better understanding, improving both speed and efficiency. Also, asking the user if it would be alright to connect to their computer sets a positive tone for the support session.
2) Have the user close all personal data before starting the session.
In some ways this goes without saying, but many users don’t realize that during a remote session the tech can see everything on the screen and, in many cases, on both screens. I highly recommend that you ask users to close all personal data, including email and any password information, before sending over the remote session request.
3) Explain what you’re doing and why you’re doing it during the session.
Computers and software are still a mystery to many users, so it’s beneficial to just explain the process as you go to alleviate questions in their minds. This also helps users understand how to resolve the issues for themselves. And after you’ve completed all the steps that you can do in your remote session, explain that once you disconnect you’re unable to reconnect to the machine without their permission.
“Trust is the glue of life. It’s the most essential ingredient in effective communication. It’s the foundational principle that holds all relationships.” – Stephen Covey, Educator and Author