How can you make remote technical support sessions inclusive for all clients?

1 Know your audience

Before you start a remote technical support session, you should try to gather some information about your client and their situation. For example, you can ask them about their level of technical skills, their preferred language, their accessibility needs, and their expectations. This will help you tailor your approach and use the most suitable tools and methods for each client. You can also use this information to avoid making assumptions or using jargon that might confuse or offend your client.

2 Choose the right platform

There are many platforms and tools that you can use to provide remote technical support, such as phone calls, emails, chatbots, video calls, screen sharing, remote access, and online tutorials. However, not all platforms are equally accessible, reliable, or user-friendly for all clients. You should choose the platform that best suits your client's needs, preferences, and abilities, and that also meets your security and quality standards. You should also test the platform before the session and make sure that your client knows how to use it and has the necessary equipment and software.

3 Communicate clearly and respectfully

Communication is the key to successful remote technical support sessions. You should communicate clearly and respectfully with your client, using simple and concise language, avoiding technical terms or acronyms that they might not understand, and confirming that they are following your instructions or explanations. You should also use active listening skills, such as asking open-ended questions, paraphrasing, summarizing, and providing feedback. You should also be aware of your tone, pace, and volume, and adjust them according to your client's needs and preferences. You should also be polite, empathetic, and patient, and avoid interrupting, blaming, or criticizing your client.

4 Provide visual and verbal support

When providing remote technical support, some clients might benefit from visual and verbal support, particularly if they have visual, auditory, or cognitive impairments or are unfamiliar with the platform or the problem. Visual and verbal support can be provided in a variety of ways, such as displaying your face or using gestures and expressions to convey emotions and cues, using screen sharing or remote access to demonstrate or guide your client through the steps, adding

tags to highlight code blocks or commands, incorporating images, diagrams, or screenshots to illustrate concepts or solutions, providing written instructions or transcripts along with verbal explanations, and utilizing captions, subtitles, or audio descriptions for videos or audio files.
###### Follow up and get feedback
After you finish a remote technical support session, you should follow up with your client and make sure that their problem is solved and that they are satisfied with your service. You can also ask them for feedback and suggestions on how to improve your remote technical support sessions. This will help you evaluate your performance and identify areas of improvement. You can also use this feedback to update your knowledge base, documentation, or training materials. You should also thank your client for their time and cooperation and offer them additional support or resources if needed.
######Here’s what else to consider
This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?