When you're working remotely, it's important to take extra precautions to make sure your data is safe. This is especially true when using remote access software, which can be vulnerable to scams.
Remote access is a great way to provide technical support, but it can also be a tool for malicious actors who want to gain access to your system and steal your data.
If you're considering the use of remote access software for your support team, you'll want to know how to avoid scams and protect yourself and your customers.
In this article, we'll cover what you need to know to keep yourself and your customers safe.
How to detect a scammer
You may have heard of the Anydesk scams that have been in the news lately. The Anydesk app is an example of remote access software, and there have been reports of malicious actors using it to gain access to people's systems or steal their data.
Scammers often try to trick unsuspecting users into giving them access to their systems. They may pretend to be legitimate technical support, for example, to gain control of a system and steal data.
If you use remote access as part of your customer support workflow, it's essential to educate your customers on how to identify a legitimate agent from a scammer. Do this in order to make sure that they don't fall victim to a scam and expose their data — and your company's systems — to unauthorized control.
Scams aren't always easy to identify, but here are some red flags you should warn your users about:
- The scammer offers services or technical support that you didn't request.
- The scammer pressures you into giving them access to your system, usually by saying they need to fix something urgently.
- The scammer asks for payment with a prepaid card or some form of cryptocurrency.
- The scammer can't convincingly prove that they work with the company or service they claim to be contacting you from.
- The scammer asks for personal information like SSNs or passwords.
In addition to this, you should have clear protocols around how your agents use remote access. You should then communicate these policies to your users so they have an easier time telling the difference between a legitimate and illegitimate remote access request.
Best ways to avoid remote access scams
Now that we've touched on ways you can identify remote access scams, let's look at how you can protect yourself and your customers from them.
Never give access to someone you don't know
Your users should never give access to anyone they don't know. At the very least, they shouldn't give remote access to anyone without checking with your company first to make sure a legitimate support agent is trying to help them. They should also verify the identity of any person who is requesting access to their system.
Don't share login or password information
Clearly communicate to your users that support agents from your company will never request personal information like passwords or SSNs. And then make sure your support agents are aware of this in your training.
Trust your gut
Most importantly, it's important to communicate to your users that they are better off safe than sorry. If something about any situation feels off or suspicious, they should know to trust their gut and refuse access.
What users should do if they think they've been scammed
If one of your users thinks that they've been scammed, it's important to take action quickly and give them a protocol to follow on what steps they should take immediately after.
Step One: Ask users to report the scam to you
If a user suspects that they've fallen for a scammer claiming to be from your company, one of the first things they should be encouraged to do is to report this to you so you're aware of the situation.
Make it easy for them to do this. You can include a number they can call, for example, or a form they can fill out on your website.
Once you're made aware that someone is trying to impersonate an employee of your company, it's important you send a message or email to the rest of your users warning them.
Step Two: Change all passwords
Next, ask your users to change any passwords that could be vulnerable and tell them to make sure to use strong, unique passwords for each account. This will help ensure that any malicious actors cannot access their accounts or your system.
Step Three: Have your device checked by an IT specialist
Ask your users to make sure to have any devices that may have been affected checked by an IT specialist. They can help them make sure any malicious software has been removed, and any security flaws have been addressed. You should also do a sweep of your own systems to discover any vulnerabilities. So, if you're a support agent and a user has reported that they've fallen victim to a scam, inform your IT department immediately.
Step Four: Report to local authorities
Lastly, report any scam attempts to your local law enforcement and any other relevant authorities. This will help them take any necessary steps to investigate any malicious actors that may be involved.
Alternative to remote access programs
If you thought the age of risky remote access had passed, think again. Many traditional remote access tools still leave sensitive customer data vulnerable and can potentially open your entire system to hackers.
That's why Fullview's cobrowsing is revolutionizing how companies offer customer support through remote access.
Unlike traditional remote access tools, cobrowsing software programs limit access to a specific application or website, making it virtually impossible for bad actors to penetrate everything else on a system.
Furthermore, Fullview is GDPR compliant and all data is stored in the EU, which is universally seen as having the highest standards for data security. This ensures that your users' sensitive information will never be misused or compromised.
Plus, with Fullview's customizable privacy controls, you and your users can rest easy knowing that even support agents only have access to what they need to solve a support ticket and that GDPR-sensitive information (like emails and passwords) is automatically censored during a cobrowsing call.
We take security very seriously at Fullview: thanks to our ISO 27001 certification and regularly reviewed cyber defenses, you know our data stays secure too!
All this adds up to the fact that Fullview's cobrowsing is the most reliable way for businesses to provide customers with confidential help while keeping their data safe and secure.
Remote access scams are very dangerous and can potentially lead to identity theft or financial loss. It's important to be aware of any suspicious activity and take the necessary steps to protect yourself from any malicious actors.
However, there is a better way for businesses to provide technical support without compromising any data security: Fullview's cobrowsing.
It limits access to specific applications and websites, is GDPR compliant, and meets the highest standards for encryption. So you can trust that any data shared during support sessions will be kept secure.