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Hardware Companies’ Tested Tools for Remote Customer Support

IW Portfolio Executive Afshan Khan & Hardware Managing Director Ilana Diamond convene a monthly peer-to-peer sharing call with Innovation Works portfolio companies from the hardware sector. In May 2020, founders came together to discuss the digital tools they are using that they have found helpful as their teams work remotely. Many of our hardware companies are navigating restrictions on indoor installations and in-person customer support.

How do they continue to support customers remotely without face-to-face interaction and very limited travel?

Here are some of their recommended tools for remote support for their hardware products:

• Balena — for IoT connectivity.
• Buzix — affordable web hosting to convey data to customers.
• TeamViewer to help installers in the field by looking at their laptops and taking control, if needed.
• Repeaters to extend networks.
• Tresta, DialPad, Grasshopper, or RingCentral — phone automation.
• Skype, Zoom, GoToMeeting, Google Meet, BlueJeans, FaceTime, WeChat, and other virtual meeting platforms for mobile to communicate with domestic and international customers.
• ZeroTier — a VPN tool that makes it easier for everyone to access servers remotely.

Additional tips:

• Shift some responsibilities to the customer or determine an on-site contact, if your repair or installation team cannot travel.
• Offer paid pilots, memo billing, or demo kits with live webinars as an alternative to physical demos needed to make a sale/attract new customers. Require upfront payment before shipping the demo, but offer discounts for serious potential customers.