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Advice for New Adopters: A Word from the Experts

July 6, 2020

Congratulations on starting your journey with Help Lightning! Adopting a new technology can be a hard process, but we want to make it as easy as possible. That’s why we have compiled this list of the best advice for new adopters. Learn from expert Help Lightning users in the fields of medical technology, manufacturing, hygiene, and more!

Explain It Well

Virtual expertise is an emerging technology, so you can’t be too clear on how to best use the software. According to Dan Turner of Oxford Instruments, letting your employees know exactly how Help Lightning works is key. “If you just give it to a service engineer, they’ll wave their phone around and kind of think it’s like FaceTime and not get it,” says Turner. “You have to give people guidance on how to get the best out of it.” Once your employees really understand the technology, they will become champions of it, and drive adoption themselves.

Change Your Metrics

Your employees may have this new tech, but their ideas of what success means may still be tied to your old ways of doing business. Turner says it best: “Service engineers love going out to customers. Tech support staff love ping-ponging emails; they’ll say ‘I’ve done 50 emails today!’ when that’s not what we care about anymore.” If you can shift your employees focus away from the old metrics of success to new ones, like call resolution times, you give them their end goal. Then, they will use the new tools available to them that help them get to that end goal quicker and easier. For help, download our guide to smarter KPI tracking.

Make It Fun

Our next piece of advice for new adopters is easy: make it fun! Not to toot our own horn, but this technology is cool. You can stick your hand into a machine from across the world! “We didn’t want to limit it to customers,” says Andrew Martin of Diversey. “If you wanted to call your spouse with Help Lightning and see where the milk was in your fridge, go right ahead. We didn’t put any restrictions on it.” Let your employees explore and play with it on their own; who knows what they might discover! “People spent the time working with it, and when you do, it really becomes second nature,” adds Martin.

Pass On Your Margins

Help Lightning saves your company money; that’s a fact! By using Help Lightning, you will cut down travel costs. You can do a lot with that extra profit, but Greg Wilson of Cincinnati, Inc. has some advice on what do with it. “If you’re improving your margins and doing things for the customer, it gives them an incentive to use virtual expertise as much as possible,” Wilson says. If using Help Lightning saves both you and your customers money, you will both be on the lookout for ways to use the service as much as possible. A virtuous cycle of earnings, if you will.


If you are able to implement this advice from our experts into your Help Lightning roll out, you will be well on your way to success. If you’re interested in Remote Assistance, you can sign up for a free product demonstration any time!

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