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  • March 4, 2021
  • Help Lightning

A Buyer's Guide to Remote Visual Assistance Software

Remote Visual Assistance software is the cutting edge of support in the age of social distancing. But even as the pandemic begins to (hopefully) wind down, many companies are not going back to the "old way" of doing things. Remote Visual Assistance saves time, saves money, and is more efficient than sending a tech out to a work site straight away. That means that it is just as important now as in the height of COVID-19 to choose the right software for your organization.

  • March 2, 2021
  • Help Lightning

Remote Service First Is The Future Of Field Service

Since the beginning of 2021, Help Lightning has led numerous discussions with service leaders representing companies from around the world. One of the topics we cover is what the future of field service looks like. More specifically, the question some asked was "is this the end of the field service engineer as we know it"? With the rapid growth of remote service, this seems to be a question on many service leaders’ minds.

  • February 25, 2021
  • Help Lightning

The Future of Service: Learning from the Past and Present

It's impossible to predict the future. There are no crystal balls; there are no sure things. But an easy way to make it look like you can predict the future is to look at the past and the present. And what the present and past have to say about the future of service can be read, like tea leaves at the bottom of a porcelain cup.

  • February 23, 2021
  • Help Lightning

Lightning-Quick Service Call Leads to Satisfied Customer

During social distancing, we helped to retool and reinforce Canon's first-class service with the Help Lightning application. Help Lightning is dedicated to helping companies everywhere provide lightning-quick service.

No one understands the power of the Help Lightning application better than Fabiano Marino, a Senior Digital Service Engineer at Canon.

  • February 19, 2021
  • Help Lightning

How Oxford Nano Is Using Remote Assistance As A Service Differentiator

Register for this webinar today. It focuses on how to deliver better remote service.

We're excited to partner with Field Technologies Online to present a special webinar featuring Dan Turner. Dan is the Global Service Business Manager at Oxford Nano. Dan will share how he assisted his staff and clients to successfully adopt and fully utilize their solution.

  • February 18, 2021
  • Help Lightning

Are You Tracking What Matters to Ensure ROI?

There are a number of reasons to incorporate Help Lightning into the way you do business. Companies typically decide to onboard remote visual assistance technology to increase productivity and revenue, as well as improve their customer experience. These are important objectives that lead to business success, but once remote assistance software becomes integrated into operations, companies often forget to track whether the technology is actually moving the needle. Or they want to track success, but aren’t sure how to do it. Tracking ROI is one avenue to plotting that success.

  • February 16, 2021
  • Help Lightning

Telehealth and the Drive to "Tele-Everything"

80%. That's the eye-popping portion of the nearly in-person physician visits each year that David Feygin thinks could be handled entirely remotely. Feygin is the Chief Digital Health Officer at Boston Scientific. Telehealth has soared in popularity during the outbreak. Also, positive cases continue to grow while officials estimate the worst is still ahead. Therefore, healthcare companies are quickly pivoting to support the rapid adoption.

  • February 11, 2021
  • Help Lightning

Virtual Expertise Panel Discussion

Sit down with Tim Tyrell-Smith, Help Lightning CMO, as he leads a panel discussion about virtual expertise in a pandemic, and the future of the technology, looking past lockdowns. Joining him are Dan Turner of Oxford Instruments, Greg Wilson of Cincinnati Inc., and Steve Dobbins of Gosiger. Also on call is Help Lightning COO Marc Guthrie.

  • February 9, 2021

Sales Team Supercharge: Help Lightning is a Selling Point

Help Lightning is an incredibly flexible and easy to use tool for field service engineers; that's what you pay for, and that's what you get. But are you getting the full value out of Help Lightning? Many of our clients have begun telling their sales team about the power of virtual expertise. This grows their use cases and helps them squeeze even more value out of Help Lightning!

  • February 4, 2021
  • Help Lightning

How to Increase Margins with Remote Expertise

Managing your margins is a simple concept that is extraordinarily complicated in practice. Should you cut your own costs or increase prices for your customers? Invest in technology that retains customers, or stick with what works? Luckily, there's an easy way to increase your margins with Help Lightning's remote assistance software.

  • February 2, 2021
  • Help Lightning

Now is the Time to Get Behind Remote Expertise Technology

This is the fourth post in our 4-part series on Adopting Remote Expertise Software in the Service Industry. Each post in this series explores the benefits of adopting Remote Expertise software. 

At the time of writing this article, we just passed the 1-year mark of the onset of the COVID-19 pandemic. We always knew how valuable it was to do effective work remotely, but little did we know just how in-demand remote work would become. 

  • January 28, 2021
  • Help Lightning

100% Net Promoter Scores: BD's Journey

Change can be difficult. Change can be frightening. But when there is no other option, you want to have someone with you to guide you through that change. For BD, that change was coming, whether they wanted it or not. Luckily, they had Help Lightning to bring them safely through that journey. With Help Lightning, BD achieved incredible net promoter scores despite not sending out any techs to service calls!

  • January 26, 2021
  • Help Lightning

Why Your Team Should Promote the Benefits of Remote Expertise Technology to Customers

This is the third post in our 4-part series on Adopting Remote Expertise Software in the Service Industry. Each post will explore the benefits of adopting Remote Expertise software, and how to smoothly introduce this technology to your workforce. 

A sign that your company has reached full adoption of Remote Expertise software is when employees effortlessly champion this technology to customers. At this stage, Remote Expertise software is ingrained into company culture, and employees are excited to share how it improves their ability to effectively deliver services. 

  • January 22, 2021
  • Help Lightning

Adopting New Technology: How to Convert Tech Resistors

This is the second post in our 4-part series on Adopting Remote Expertise Software in the Service Industry. Each post will explore the benefits of adopting Remote Expertise software, and how to smoothly introduce this technology to your workforce. 

In our first post in our 4-part series on Adopting Remote Expertise Software in the Service Industry, we discussed how to effectively roll out Remote Expertise software to your workforce. But we want to be straight with you. Even with a solid, proven system for roll out across your organization, some people don't like change. You will probably come across people who resist adopting new technology. Don’t worry—we’ve got a plan to help you with that.

  • January 20, 2021
  • Help Lightning

Remote Expertise Software for the Entire Workforce

This is the first post in our 4-part series on Adopting Remote Expertise software in the Service Industry. Each post will explore the benefits of adopting Remote Expertise software. Additionally showing how to smoothly introduce this technology to your workforce. 

The reason certain technologies are called ‘disruptors’ is because they change the way some businesses and industries operate. This is the good kind of disruption, because the benefits far outweigh any initial challenges. That doesn’t help the fact that change can be tough. You will see this especially in industries where things have been done the same way with little variation for decades.

  • January 14, 2021
  • Help Lightning

Digitally Agile: Oxford Instruments Flourishes Using Virtual Expertise

In the face of an unprecedented global crisis, almost every business in the world was forced to change the way they deliver service this year. Help Lightning customer, Oxford Instruments, set an incredible example of overcoming the challenges and difficulties they faced. They proved they were digitally agile by not only salvaging what could have been a disastrous year, but flourishing with new technologies.

  • January 12, 2021
  • Help Lightning

3 New Ways Companies Are Using Remote Expertise

When Help Lightning first brought our Remote Expertise solution to the marketplace, we thought we knew exactly how companies use virtual expertise. Our focus was on tech support, customer service, and field service technicians. The goals of most of our early adopting customers centered around two Key Performance Indicators:

  • January 6, 2021
  • Help Lightning

Virtual Expertise Software Enables Touchless Service

Overcoming Resistance to Touchless Service - Virtual Expertise Software Is Here To Stay

Reader's note: this is part 2 of a series. To read part 1, click here: Using Touchless Service Delivery To Remove Friction.

Virtual expertise software was a relatively new concept before Covid-19. There seemed to be a lot of interest and buzz around the promise of this technology. However, the adoption rate was relatively low within the field service industry. The resistance was the result of several factors.

  • December 24, 2020
  • Help Lightning

A Spirit of Giving

As the year winds down and we move into the holiday season, I have been thinking about giving.  You may have gift giving as part of your tradition with family and friends, or you may be finalizing end-of-the-year gifts to your favorite charities.  We have all heard that it is more blessed to give than to receive. In a year when we have all been more isolated than ever before, can giving be an intentional act of defiance against the division caused by Covid-19, distance, isolation, and partisan politics? 

  • December 22, 2020
  • Help Lightning

Using Touchless Service Delivery To Remove Friction

Initiative to Improve Customer Experiences 

In recent years, companies are improving their Customer Experience (CX) through Digital Transformation (DX).  These efforts have centered on using technology to eliminate or reduce time-consuming tasks involved in customer-facing processes. Any process or activity where there are too many touch points can create friction.

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