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Financial Institution Products Corporation®

Remote Support with Zoho Assist

Join a Zoho Assist Support Session

Zoho Assist is a remote support and collaboration tool that FIPCO® utilizes as part of its customer service and technical troubleshooting processes. Through this platform, FIPCO support personnel are able to initiate a secure Zoho Assist session, during which they can remotely view a customer’s computer over the Internet. This capability enables support staff to observe issues in real time and provide more precise, hands-on assistance. In addition to screen sharing, Zoho Assist includes a Remote Control Desktop feature that, when authorized by the customer, allows FIPCO support staff to securely take control of the customer’s computer during a session. This enables technicians to interact directly with the system—such as navigating applications, adjusting settings, or performing corrective actions—without requiring the customer to carry out each step manually. The remote control functionality is permission-based and can be started or stopped by the customer at any time, ensuring that the user maintains control over their device throughout the session.

Zoho Assist serves multiple purposes beyond troubleshooting, including conducting guided training sessions, delivering live software demonstrations, and resolving customer support inquiries efficiently. During a session, both the FIPCO representative and the customer share the same on-screen view, allowing for a fully interactive experience. This shared environment makes it easier for users to follow along, ask questions, and better understand the steps being taken, which enhances the overall learning and support experience. All data transmitted during these sessions, including remote desktop interactions, is routed through secure servers maintained by Zoho at various locations across the United States. This ensures that connections remain encrypted and protected while enabling reliable, real-time communication between the customer and FIPCO support staff. 

Per Zoho, “Your data is protected by industry-standard 256-bit AES encryption and SSL/TLS protocols. Zoho products are built with a 'Security-First' mindset, ensuring that your files, conversations, and personal information remain private. The Zoho Cloud is a global, enterprise-scale network designed for high availability and multi-layered security. Our infrastructure is validated by rigorous independent audits, including SOC 2 Type II, ISO 27001, and GDPR compliance, ensuring your information is protected by the highest global security standards."

Joining a Session (Two Simple Methods)

Depending on your needs, you can join a FIPCO support session using either a one-time secure applet or our "Quick Support" plugin for frequent assistance.

Option 1: Standard One-Time Session - Best for infrequent or first-time support calls

  1. Connect with Staff: While on the phone with a FIPCO staff member, you will be directed to a secure website to begin the session. Join Remote Support Session
  2. Enter Your Details: You will be prompted to enter your name and a unique 9-digit session key provided to you by the FIPCO representative.
  3. Run the Secure Applet: You will be prompted to run a small, secure application (often named ZA_Connect.exe). This is a lightweight "run-time" file that allows the secure connection to bridge to your desktop. This application is only active during your support session and does not permanently change your computer or internet settings.

Option 2: FIPCO Quick Support Plugin - Best for frequent users, internal IT or VIP support
For clients who require regular assistance, we offer the Zoho Customer Plugin (also known as CustomerPlugin.exe).

  1. One-Time Setup: Once installed, this plugin stays on your computer as a trusted application.
  2. Instant Access: Instead of downloading a new file every time you need help, the plugin allows you to join a session instantly by simply entering your session key into the desktop app.
  3. Enhanced Reliability: Because the plugin is a recognized, installed application, it often bypasses common browser security warnings, providing a smoother and faster connection experience.

Security and Control
Regardless of which method you use, you remain in full control throughout the session. You will be prompted to explicitly allow the FIPCO staff member to view or control your desktop. You can override the staff member's mouse movements or end the session entirely with a simple click at any time.

When We Use Zoho Assist
FIPCO finds Zoho Assist invaluable for a variety of tasks, including:

FIPCO continues to leverage modern technology to provide you with the best possible service. You can put Zoho Assist to work the next time you need expert assistance from a FIPCO software support specialist. 


Zoho Assist Security Whitepaper
Zoho Trust Center & Global Privacy