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Help Lightning Blog

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  • May 6, 2021
  • Help Lightning

How Remote Assistance Technology Helped Four Global Companies Increase Profitability During the Pandemic

When the world started shutting down in March of 2020, many companies became concerned about how they could continue operating. The focus for many businesses was to simply stay in business. Growth and expansion during a global pandemic seemed unlikely. Remote assistance technology quickly became in-demand so that employees could safely do their jobs while protecting customers. Turns out, it also helped many companies increase profitability.

  • May 4, 2021
  • Help Lightning

Increased Use Of Augmented Reality In Field Service: New White Paper

In a newly published white paper from Field Service News, learn how the usage of augmented reality in field service. is in the midst of seismic change – remote first service is set to become the default method of support. KPI tracking for service companies indicates a significant reduction in cost, improvement in margin and an increase in end customer satisfaction.

  • April 29, 2021
  • Help Lightning

Solving End-User Reluctance to New Technology: A Field Service Leader’s Guide

Solving end user reluctance to new technology is a challenge. There’s no way of avoiding it! Utilizing Remote Visual Assistance (RVA) Software to support customers and field engineers has become the “new normal” within the Field Service Industry. We all read white papers and case studies, attend webinars and virtual meetings. We listen to industry analysts proclaim the benefits of Remote Visual Assistance Software. The initial results show conclusive evidence that the early adopters have achieved numerous benefits from their deployment of RVA.

  • April 27, 2021
  • Help Lightning

QR Codes For Remote Service: Point, Shoot, And Get Instant Help

Effective remote service requires delivering service in a way that easily fits into customer workflows. If your customer has to work too hard to get your help, then that’s a bad experience. Remote visual assistance technology aims to remove barriers to customer care. QR Codes for remote-first service are a powerful tool, making support easy to access and instantly available. And, when used successfully, companies reduce truck rolls saving cost and take additional steps toward reaching their carbon neutral goals.

  • April 22, 2021
  • Help Lightning

Using Virtual First Service To Reach Carbon Neutral Goals

Virtual first service can help your company reach its carbon neutral goals. It also offers businesses several overhead benefits. These include reduced labor costs, fewer unnecessary orders for wrong parts, increased worker efficiency, and improved customer retention rates. Interestingly, one benefit that often goes overlooked is that of environmental friendliness. And signs from 2021 indicate that this feature may not be considered an afterthought for much longer. 

  • April 22, 2021
  • Help Lightning

Mental Health & Wellness In Field Service: Creating a Culture of (Technician) Care

This post focuses on questions of health and wellness for technicians in field service. We are excited to feature this content written by John Carroll, Founder and CEO at The Service Council.

Merriam-Webster defines humanity as: compassionate, sympathetic, or generous behavior or disposition: the quality or state of being humane bespeaking humanity for the enemy in the midst of a bloody struggle— C. G. Bowers. The quality or state of being human joined together by their common humanity.

  • April 20, 2021
  • Help Lightning

How Utilities Can Improve First Time Fix Rates With Remote Assist Software

Utilities can improve first time fix rates - and not just for an organization’s annual bottom line. Getting the solution right the first time goes a long way toward customer satisfaction and retention rates too. Not to mention increasing word of mouth referrals. So it may be welcome news that the water, gas, and electric industries have found a new friend in the form of remote assist software.

  • April 14, 2021
  • Help Lightning

Field Service Technology Adoption: Webinar Recap

Join John Carroll, the CEO and founder of the Service Council, for a webinar panel exploring field service technology adoption. The Service Council is a Boston-based research analyst firm. Ongoing webinar topics include service sector trends, field service survey findings, and applications of Help Lightning’s innovative technologies.

  • April 13, 2021
  • Help Lightning

How Remote Field Service Technician Support Improves Operational Efficiency

Field service personnel in need of additional support on the job site typically have to call in a more experienced technician. Next, that person then has to travel to the site (if they’re available). Oftentimes the more experienced technician arrives only to discover they do not have the appropriate tools or components to resolve the issue. So, the job gets delayed, time and money are wasted, and the customer isn’t happy. The solution to this common problem: Remote field service technician support.

  • April 8, 2021
  • Help Lightning

Technology Adoption Best Practices: Field Service Guide

Technology adoption best practices are critical for field service teams. Service organizations that have a best-in-class service ecosystem do so by focusing on strategies that support up-skilling their workforce such as mentoring, professional development, and technology investments to supplement technicians’ knowledge.

At the end of this article, you'll find a link to watch the on-demand webinar and one to download the technology adoption best practices guide from the Service Council.

  • April 8, 2021
  • Help Lightning

Keep Projects on Track Using Help Lightning for Real Time Troubleshooting

Here’s one thing every service provider, manufacturing engineer, and construction professional have in common. Those unexpected problems that come up on the job site. And for every problem that shows up, project timelines are negatively impacted, increasing costs. These problems include safety hazards and mistakes, miscommunication and equipment failures, and many more. Not to mention that troubleshooting typically requires costly site visits from a range of project stakeholders and specialists.

  • April 6, 2021
  • Help Lightning

Evolution of Customer Support Automation And The Move To Remote First Service

Remote first service is here: companies are now using augmented reality (AR) enabled, cloud-based software to facilitate communication between remote experts and boots on the ground. To the average person 20 years ago, this may have seemed futuristic and lofty; 50 years ago, it would have seemed almost inconceivable.

So how did we get here, exactly?

  • April 1, 2021
  • Help Lightning

Doctors Adopt Medical Devices Inspired by Augmented Reality

Widespread adoption is one of the greatest challenges of marketing a new medical device. Once you’ve overcome the various hurdles characteristic of the medical device development process – FDA application submission and approval, clinical trials, patent applications, coding and reimbursement – you have to consider how to convince doctors to adopt the technology.

There are many issues to get in the way. Doctors adopt medical devices but they must accept and implement them first. The question is, how can you solve for this?

  • March 30, 2021
  • Help Lightning

Increase Lab Equipment Sales With Remote Assistance Software

The manufacturing of lab equipment is a monumental endeavor. It certainly isn’t made any easier by the challenges of fixing and troubleshooting equipment once it is in consumer’s hands. To increase lab equipment sales, offer customer the power of remote support.

Without fail, the people purchasing laboratory equipment are either experts or on their way to becoming experts. This is likely in demanding fields such as the life sciences, physical sciences, or engineering. When something important breaks, your company must become the expert to the expert.

  • March 25, 2021
  • Help Lightning

3 Ways Remote Assistance Software Helps Dental Practices to Implement CAD/CAM Dental Milling Technology

The field of dentistry is rapidly transforming as analog standbys in dental practices are slowly replaced by their digital counterparts. But one thing remains in the way of more dentists and dental practices bringing technological innovation like CAD/CAM and dental milling into their workflow: the initial learning curve. Learn how remote assistance software can help dental practices innovate.

  • March 23, 2021
  • Help Lightning

Why Remote-First Service Is The New Version Of Mobile First

If you're looking for context on the concept of remote-first service, let's look at the growth of mobile devices. Remember way back when the term ‘mobile first’ was a new concept? Right around 2010, smartphones and tablets were becoming widely adopted, and providing mobile-first capabilities became essential for many businesses. Everyone from website developers to banking executives started prioritizing mobile-first strategies in response to consumer demand.

  • March 19, 2021
  • Help Lightning

A Leader's Guide to Smart KPI Tracking for Service Companies Using Remote Visual Assistance

Read this guide (or download a shareable PDF) to learn the importance of KPI tracking for service companies. And understand the value of using remote visual assistance software. These are key metrics every service company should track for optimal data-driven decision making that supports core business objectives.

  • March 18, 2021
  • Help Lightning

Remote Assistance as a Field Service Differentiator

Learn something new with Dan Turner, Global Business Manager at Oxford Nanoanalysis, as he presents a webinar on the ways that his team uses remote assistance as a field service differentiator.

Dan speaks honestly about the ways that Help Lightning has adapted the manner in which Oxford Nanoanalysis brings value to their customers.

  • March 15, 2021
  • Help Lightning

20 Remote Assistance Software Use Cases That Dramatically Improve Service Margins And Customer Experience

Help Lightning serves a wide range of business sectors. And many who are new to remote technology ask this question early in our discussions:

“How are leaders in my industry using remote visual assistance software?” 

In other words, what are the primary remote assistance software use cases?

  • March 11, 2021
  • Help Lightning

6 Really Smart Ways to Use AR for Your Business

Augmented reality (AR) is continuously changing our society by merging the digital world with the physical world. When you invest in AR for your business, people can interact with you in an entirely new way.

Today, we’re going to take a look at six augmented reality applications that can help different aspects of your business.

See how Help Lightning works and how it could benefit your technicians, customers or call centers.
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