Remote support software can be an invaluable tool for the IT technician, leading to savings in time and money. But when you’re the customer whose computer is being connected to, it can be a little scary allowing a technician access to your system (especially for the first time). You worry if the technician can see your files, take complete control over your computer, or if the information being sent from computer to computer can be hijacked by some malicious party.

These issues are often voiced to technicians when they employ remote support software in the field. It is very important that support technicians dispel these myths of remote support software and put their customers’ worries to rest.

We here at ScreenConnect have some tips on easing your customers’ concerns:

1. Tell the customer that you can only view and edit files that are on his or her screen. If there are any files the customer does not want modified, tell him or her to simply close them.
2. Use the chat box to detail exactly what you are doing and what the customer can expect to happen next.
3. As the technician, you will have control of the customer’s mouse and keyboard. Be sure to inform your customer that if she or he feels uncomfortable with this, simply wiggle the mouse or type on the keyboard to regain control.
4. Inform the customer that he or she can end the session at any time by regaining control of the mouse and closing the remote support application window.
5. Let your customer know that the remote support software encrypts each end of each session, ensuring the customer’s privacy and the safety of his or her information.

Feel free to contact us with any other concerns!

The ScreenConnect team is pleased to announce the release of ScreenConnect 1.9. In this latest update, we’ve added many new features, including:

• Reverse screen sharing, allowing a technician to display the contents of his screen on a customer’s screen.
• The use of .NET ClickOnce technology for all Windows machines, bypassing the use of Java Web Start.
• An optimized screen recording function, thus saving memory and CPU cycles.
• Improvements to the Android client, such as specifying the screen quality and keeping the phone awake while the phone is open.
• New drag and drop abilities in chat windows, allowing clients to drag and drop files into the windows.
• The ability to connect through a proxy server.

For more on these and other new features, visit our download page.

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