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How to Use Your Remote Support Services to Generate New Leads

Oct 18, 2021 | Marketing

Generating new leads is always a main priority for any business. If you have a local IT business, then it can be even more challenging because you have a smaller area from which to get new customers and competition might be stiff.

But one of the changes in society during the pandemic has been more reliance on virtual meetings and other remote activities. This opens the door to expand your presence in other areas because through remote IT support, you can pretty much reach anyone on earth.

Both internet and broadband use has risen steadily over the last 20 years. As of 2021, 93% of U.S. adults use the internet and 77% have a broadband connection at home.

By promoting your remote support services, you can generate new leads and break into new areas of service that you may have never considered before. Here are several ideas that can help you do that.

Give Your Remote Support a Catchy Name

First, to gain more traction when promoting your remote support, you should have a catchy name for your service and the different types of remote support you offer.

Calling your remote support service something like “Ninja Support” or “Magic Tech Call” makes it more memorable to people that may be reviewing several different IT businesses. It also makes it sound more special than just the generic “remote support.”

Market in Less Populated Areas

You have no geographic boundaries with remote support services like you do with in-person repairs or service calls, so you can market in other areas throughout the country.

Look for less populated areas that might not have many local IT businesses to call. With less competition, you have a better chance at generating new leads.

You can gain some traction in a less populated area by creating a remote service landing page on your website using keywords for that specific area to help it rank on Google searches. Seeing a landing page that mentions their city/area will also draw in more potential customers from that area.

Promote a Remote Support Plan for WFH Employees

The business trend of the pandemic has been the rise of the remote workforce. Companies are now completely transitioning how they operate to accommodate work-from-home (WFH) employees.

80% of surveyed business leaders say they are going to allow employees to work remotely, part or full-time after the pandemic has passed.

Remote support for remote employees is a hot area of support right now and you want to target it with its own support package. Rather than just offering the same remote support that you offer to everyone else, create a “Remote Team Support Plan” or “Instant Help Package for WFH Staff” and promote that package specifically to businesses that are working to secure those remote devices and networks.

You may even consider creating a tiered level of WFH support, for small, mid, and larger companies.

Advertise Remote Support for Students on Social Media

Facebook, Instagram, and even TikTok are great places to reach students and families. Many families have switched their students to online classes due to the pandemic, which means more tech support is needed at home to ensure they can connect.

Even if students are back in traditional in-person classes, there is still a need to keep home technology running smoothly for homework and other afterschool activities.

You can generate a whole new area of leads by offering student remote support through social media advertisements targeted by demographics of your choice (e.g. household income, location, etc.).

Promote Remote Support on College Campuses

College students often live with their laptops open. They take them to classes, carry them around campus, and can easily suffer from sluggish systems and other PC problems.

If there are some college or university campuses nearby, promote your remote support services and offer a student discount. You can promote these in places like the campus newsletter and potentially on flyers around the school (check their advertising options).

You could be laying the groundwork for a lifelong customer that continues sticking with your company once they graduate and move on to their career.

Expand Your Reach Internationally

Computers, networks, and cybersecurity work in the same way no matter what country you are in. Think about expanding your remote support advertising to other countries to help grow your business.

If you don’t speak another language beyond English, there are plenty of English-speaking countries you can work with, including Australia, the UK, South Africa, New Zealand, and many others.

Offer a Short Session as a Freebie (Lead Magnet)

When promoting your remote support in a new industry or territory, you might consider offering a free short 20-30 minute session at first as a lead magnet.

This helps you get new leads in the door faster and provides you with the opportunity to continue nurturing that lead because you have their name and email address and have already made that initial connection.

Use a Remote Support Software That Helps You Reach More People Easily

Instant Housecall remote support software enables IT companies to reach more people and expand their remote business easily through multiple features.

Try Instant Housecall risk-free for 15 days and experience it for yourself! Try it out now.

6 Tactics to Improve the Remote Support Experience for Your Customers

Oct 4, 2021 | Uncategorized

Just one thing that causes a poor customer experience during a remote support session can cause you to lose that person forever. 48% of consumers have said they’ve stopped doing business with a company after one bad experience.

It’s hard to grow a small business if you’re losing customers as fast as you gain them, which is why customer experience has become a major focus for organizations of all sizes.

It’s expected that by 2022, global spending on improving customer experience will reach $640 billion.

Remote support provides multiple advantages as a revenue stream for companies. It doesn’t require travel, so it costs less to provide. It can also be done from any location and enables you to have your own WFH staff.

But to properly build your remote support services, you need to give the customer a great experience that’s going to encourage them to work with you more often. Just one bad experience from a spotty connection or hard-to-download software can stop someone from ever trying your remote tech support again.

Here are several things you can do to ensure your customers are having a great experience when connecting with your techs for remote support sessions.

Keep a Log of All Remote Support Calls

It can be frustrating for a customer to call your office with a question after their remote support session and the person answering the phone does not have any record of that past remote support.

If you haven’t logged your remote support calls, it’s difficult to keep an accurate record of client sessions, who helped them, what issue was solved, when, etc.

Keep a log of all sessions and detail what was done. This allows you to improve the customer experience in several ways, including:

Staff will be able to instantly pull up the history of a session when a customer calls
You can do post-session follow-up with the customer
You have tracking of technical fixes that occurred to inform future support

Keep the Experience Consistent

People like consistency with a process. It makes things easier when they do the same thing for the 2nd, 3rd, and subsequent times. If someone is faced with different experiences every time they connect with one of your support techs, they can get frustrated and also might think your company is disorganized.

Ensure all technicians are providing the same experience to clients. This includes the greeting they receive, the follow-up documentation that is sent, etc. It also means using the same remote support software and connection protocol every time.

Make Sure You Have a Fast Broadband Connection

Few things are more frustrating than a remote session taking three times longer than anticipated due to a spotty reception.

Make sure that your team is on fast broadband connections when assisting customers to minimize any problems with lagging or dropped connections.

While being able to answer support calls from a tablet while on the road is great, you also want to make sure your connection will support that. Otherwise, it may be better to have a technician at the office handle the call.

Remove Software at the End of Each Session (Unless It’s Ongoing Support)

One of the things that people get leary about when it comes to remote support is the need to download software. They often wonder whether a person could spy on them later if that software is still on their hard drive.

You can remove that pain point for customers by using remote software like Instant Housecall that can automatically remove the remote connection software after the session is ended. Promote this feature with clients so they feel more secure and have an improved remote session experience.

Make the Payment Process Easy

People are used to an easy online payment process no matter what product or service they’re purchasing. If your payment process isn’t easy or automatic, then they’ll likely go elsewhere for their remote support.

Use a remote support tool that can connect to an online shopping system and enable easy payment for your customers without them having to leave your website.

Record Sessions So Clients Can Reference Them Later

When you’re going through a tutorial session or a technology fix for a remote client, they’ll often later forget exactly what was done or what you recommended that they do.

You can go above and beyond for your customers by recording the support sessions (with their permission, of course!). Then once the session has ended, send them a link to a video of the session that they can review later.

Give Your Customers a Great Remote Support Experience With the Right Software

Instant Housecall remote support software provides you and your customers with an easy, seamless experience that makes for better remote support sessions.