Companies in the office equipment industry across the globe rely on Help Lightning. Across all industries we serve, over 200 companies and 60,000 users across 90 countries rely upon Help Lightning to effectively collaborate, solve problems and maintain their critical equipment uptime.
Increase First Time Fix Rate
Understand the issue in advance, send the right parts, and ensure the right expertise is applied to the problem and avoid a second trip.
Reduce Resolution Time
Waiting for a technician to arrive onsite can take days instead of hours. Resolve problems faster with a remote-first solution.
Reduce Truck Rolls
Determine in advance if a dispatch is required or, ideally, eliminate the expense through the use of a remote-first solution.
Field Technician Support
Field technicians often arrive at a customer location only to discover they require additional support. They may not have the knowledge and experience needed to handle the given task. Or they didn’t have enough information prior to the visit that would have allowed them to arrive better prepared.
Sending additional support to the job can be costly. And makes it important that technicians arrive onsite prepared to fix the problem the first time.
With remote visual assistance technology, field technicians receive real time support. This is without having to physically send more (or any) people to the job.
Office Equipment Installation
Office equipment installation is typically dependent on the installation engineer’s availability. Getting engineers on site is costly and time consuming.
Remote virtual assistance software enables engineers to use their expertise virtually guide customers through the installation process. They can provide accurate directions, and call in additional experts as needed.
Support is available in real time, helping to ensure that office equipment is properly installed. This is true even if the person doing the hands-on work is not familiar with the installation process.
Dynamic Customer Support
Customer service expectations have evolved alongside new and innovative technologies. Customers expect immediate attention, and they want quick answers with fast resolution.
Remote visual assistance technology helps customer support professionals provide customers with very specific guidance. Using a shared screen, technicians show customers how to resolve their problems.
If the issue cannot be resolved, remote virtual assistance technology provides a complete picture of the customer’s needs. It allows an onsite technician or a customer to fix the problem the first time.
Helping Office Equipment Customers
Success Stories
What Some of Our Customers Are Saying
“A customer was unfamiliar with the correct usage and configuration for one of her machines. We conducted a Help Lightning call so that I could immediately assist her. I was able to save 2-hours of travel time and 1-hour of labor time in a matter of minutes.”
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Additional Resources
December 2, 2021
Expand Knowledge Transfer Capability: Unisys Finds Success With Help Lightning
Expert level, high touch customer support is a core value for global digital services provider Unisys. This is to expand knowledge transfer capability for the company. A subject matter expert, however, was not always available…
Learn More about Expand Knowledge Transfer Capability: Unisys Finds Success With Help Lightning
November 30, 2021
New Help Lightning Website: Introduction
We are excited to introduce the new Help Lightning website! There are many sections on the new site to better explain our value for enterprise organizations looking to improve key metrics such as first time…
November 16, 2021
Remote IT Support Services To Consider
Over the course of the last year, remote IT support services have become more than just a “nice to have”. It’s an essential component of any business looking to keep customers happy, support employees, and…