What are the best practices for communicating with clients during remote session elevation?

1 Explain the need and benefits

Before requesting or initiating a remote session elevation, you should explain to your client why it is necessary and how it will help solve their problem. You should also highlight the benefits of using a secure and reliable remote support tool, such as encryption, authentication, and audit logs. This will help build trust and confidence, and avoid misunderstandings or objections.

2 Ask for consent and confirmation

You should always ask for your client's consent and confirmation before elevating your remote session. You should also inform them of the potential risks and implications, such as changes to their system settings, files, or permissions. You should make sure they understand and agree to the terms and conditions of the remote support service, and that they have the authority to grant you the elevated access. You should also verify their identity and credentials, if applicable.

3 Provide clear and frequent updates

During the remote session elevation, you should provide clear and frequent updates to your client about what you are doing, why you are doing it, and how long it will take. You should also ask for their feedback and input, and address any questions or concerns they may have. You should use simple and non-technical language, and avoid jargon or acronyms. You should also use visual aids, such as screenshots, annotations, or pointers, to illustrate your actions and instructions.

4 Follow the principle of least privilege

You should follow the principle of least privilege, which means that you should only elevate your remote session to the minimum level of access and duration required to perform the troubleshooting task. You should not access or modify any data or settings that are not relevant or necessary for the issue at hand. You should also avoid installing or running any software or scripts that are not authorized or verified by your client.

5 Document and review the session

After completing the remote session elevation, you should document and review the session with your client. You should summarize what you did, what you found, and what you fixed. You should also provide any recommendations or follow-up actions for your client, such as updating their software, changing their passwords, or scanning their system for malware. You should also confirm that the session has been terminated and that your elevated access has been revoked.

6 Thank and follow up with your client

Finally, you should thank your client for their cooperation and trust, and ask for their feedback and satisfaction. You should also follow up with them after a reasonable period of time, to ensure that the issue has been resolved and that they have not encountered any new problems or side effects. You should also use this opportunity to build rapport and loyalty, and to offer any additional support or services that they may need or want.